Refund Policy
Please read our refund policy to understand our brand's stance on returns, exchange and refunds.
1. Payments
1.1. The price of our products is quoted on the website and can change from time to time. Unless stated otherwise, prices stated exclude postage and packaging, which are listed separately prior to you confirming your order.
1.2. We take payments by continuous payment authority. You will be charged the day your parcel is shipped.
1.3. We reserve the right to refuse deliveries to you and to cancel your account where payments have been withheld. You agree to compensate us in full for all reasonable costs and expenses (including legal costs) in obtaining payments that have not been made in accordance with these terms and conditions.
2. Delivery
2.1. Please be aware of the additional postal charges that may apply to your order at checkout based on what you order, the quantity you order, and your delivery address, including country. 2.2. We typically use local postal services to deliver our products, and proof of delivery is not obtained. Once the product has been properly dispatched and we are under the control of the local postal services, you agree you cannot hold us responsible for delays relating to delivery of products.
2.3. The time it may take to dispatch your products may vary, but as a typical example, if you ordered by 12pm on a business day, we would aim to dispatch the order within 2 business days.
2.4. If you place an order for multiple products, please be aware that they will still be sent via your local post office or other local 3rd-party logistics providers (3PL) that we may engage and may be subject to delays that are not in our control. We therefore cannot guarantee delivery on a specific day and will not be held liable for delays outside of our control.
2.5. If you are a customer residing in Singapore and your product does not fit through your letterbox and you are out when it is delivered, our engaged 3PL providers will attempt redelivery several times at the address that you specified upon purchase. If you are an international customer, please confirm such arrangements with your local postal service.
2.6. If there will be a change to your delivery date due to an issue with product availability or other issue prior to the product being dispatched, we will contact you and provide a revised estimated delivery date.
3. Undelivered Products
3.1. If you think a product hasn’t been delivered, please contact us, and our friendly customer service staff will attend to your case and work with you closely to get your order delivered.
3.2. In the event of lost or undelivered orders. You must report all lost or undelivered boxes by reaching out to us within 7 days of the expected last day of delivery shown in your confirmation email. To notify us of an undelivered product, please use this link: https://growesupply.com/pages/contact.
3.3. If you change address, you must update your address details in the relevant section of the website to ensure that products are not sent out to the wrong address. Please ensure this is done in time to take effect before you move, as you will not be refunded or credited for any products posted to the wrong location. You can update your address details in your account section here: https://growesupply.com/account.
3.4. We reserve the right to not accept orders from you and to cancel your account if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.
4. Unauthentic, faulty, defective or damaged products
100% Full-Refund/Exchange on Fake Products Guaranteed
4.1. If you suspect that you have received a fake item, please reach out to our customer service staff to facilitate a refund/exchange. No one should receive a fake product. Returns/refunds of this nature will always be taken seriously (as it is part of our brand's mission to rid this problem completely), and you will get your money back if you receive a fake product by mistake.
4.2. Though we are liberal with these types of refunds to ensure our best customers get their money back, there are some customers who take advantage of this. As such, if we suspect that the refund/exchange is fraudulent and there is no supporting evidence to prove otherwise, we will void the refund/exchange. We reserve the right to void the refund/exchange at our own sole discretion.
100% Full-Refund/Exchange on Damaged Products Guaranteed
4.3. If you received a damaged item, please reach out to our customer service staff to facilitate a refund/exchange. No one should receive a damaged product. If any of our products are inherently defective or damaged in transit, then subject to us agreeing that the relevant product is defective or has been damaged in transit to you, we will provide you with a replacement, or if the same product is unavailable, then a suitable alternative if possible or, at our discretion, a refund.
4.4. We will bear the delivery costs incurred by you in returning the defective or damaged product to us as long as you provide us with documentary evidence supporting those delivery costs prior to sending the product, provided we agree that the product is defective or damaged.
5. Changing your mind
5.1. For any of our products you’ve bought online, you have a legal right to change your mind and receive a refund, unless our products were sealed for health protection or hygiene purposes and you have unsealed them. Due to the nature of our products, we therefore cannot accept any returns where the product has been opened.
5.2. When you’re sending products back because you’ve changed your mind, you will be responsible for shipping costs and ensuring the products are returned to us undamaged. If the returned product is returned as defective, damaged, or otherwise rendered unfit for sale, your refund will be void.
5.3. We will process the refund due to you as soon as possible and, in any case: 14 days from the day you:
return any products delivered to you; or
provide evidence that you have returned them; or
If there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel the contract.
6. Conclusion
6.1. Bad refund policies are infuriating to deal with. You feel like the company is just trying to rip you off to save a pretty penny. We, as shoppers ourselves, deeply empathize with this and never want our customers to ever feel this way, so we therefore made it as simple as possible.
6.2. If you are ever unhappy with our products for any reason, just contact our customer service team, and we will make sure you leave with your problems solved and return a happy customer for many more years to come. You can contact customer service at customerservice@growesupply.com.
6.3. This refund policy ultimately serves more as a guiding playbook on how we think about and deal with refunds of various types as you start a relationship with us.
Last Updated: 22 Jan 2025
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