Active Grow Return Policy

  • Providing a positive customer experience is a core value of Active Grow. Whether it’s helping customers place an order, answering a question or handling a return, the Active Grow team is here to help. We strive daily to keep all of our customers (and their plants) happy.
  • All of our items come with a 30-day satisfaction guarantee. Any item may be returned within 30 days of purchase for any reason.
  • Before making a return, please contact Active Grow first via the Return Request Form that matches your situation (forms located below). Once we receive the request, we will review your situation and contact you regarding what steps to take next.
  • Please note the customer is responsible for return shipping costs when returning any item other than defective, incorrect or damaged ones.
  • Depending on the type of return, restocking fees may apply.
  • Any unauthorized returns will be returned to the customer, so please contact us before making a return.
  • If at any time a customer is unable to wait for the repair or replacement of an item, the customer may pay the full retail price for a replacement to avoid any delay. After the defective or damaged item is received and assessed, a full or partial refund will be issued for the original item.
  • If a shipment a customer receives fits multiple return scenarios or isn’t addressed below, please contact Active Grow via email ([email protected]) or phone (206) 792-9799.

Find Your Corresponding Return Request Form Below

Unopened Returns

  • Unopened items may be returned within 30 days of purchase for any reason. Please contact Active Grow first via the Return Request Form – Unopened Returns.
  • In order for items to be eligible for a refund, we ask that the following criteria are met:
    • Items must not have been used in any way
    • Items must be in a like-new condition in the original packaging. Items must be free of all cosmetic defects like dents and scratches
    • Items must include all original packaging contents (cables, instructions, installation hardware, etc.)
  • Once the return request is received, Active Grow will contact the customer and communicate the next steps.
  • The customer will be responsible for the return shipping cost and the condition of the returned item during return shipping. Please ensure the item is safely packaged as Active Grow is not responsible for any damage to items during return shipping. Items damaged during shipping may result in additional charges for the sender.
  • Once we receive the item, we will assess its condition and determine the refund eligibility.
  • If eligible for a refund, Active Grow will notify the customer via email and issue a refund to the original payment method equal to the item’s cost minus the original shipping charges. Store credit is also available.
  • Please note all Unopened Returns are subject to a 20% restocking fee.
  • Items returned after 30 days from date of purchase will not be accepted.

CLICK FOR RETURN REQUEST FORM – UNOPENED RETURNS

 

Opened Returns

  • Opened items may be returned within 30 days of purchase for any reason. Please contact Active Grow first via the Return Request Form – Opened Returns.
  • In order for items to be eligible for a refund, we ask that the following criteria are met:
    • Items must be in a like-new condition in the original packaging. Items must be free of all cosmetic defects like dents and scratches
    • Items must include all original packaging contents (cables, instructions, installation hardware, etc.)
  • Once the return request is received, Active Grow will contact the customer and communicate the next steps.
  • The customer will be responsible for the return shipping cost and the condition of the returned item during return shipping. Please ensure the item is safely repackaged as Active Grow is not responsible for any damage to items during return shipping. Items damaged during shipping may result in additional charges for the sender.
  • Once we receive the item, we will assess its condition and determine the refund eligibility.
  • If eligible for a refund, Active Grow will notify the customer via email and issue a refund to the original payment method equal to the item’s cost minus the original shipping charges. Store credit is also available.
  • Please note all Opened Returns are subject to a 20% restocking fee.
  • Items returned after 30 days from date of purchase will not be accepted.

CLICK FOR RETURN REQUEST FORM – OPENED RETURNS

 

Defective Item Returns

  • If you find an item to be defective, please contact Active Grow first via the Return Request Form – Defective Item Returns.
  • Once the return request is received, Active Grow will contact the customer and communicate the next steps.
  • In some cases, an Active Grow team member will help troubleshoot the issue. If the issue is still unresolved, Active Grow will cover the return shipping cost. Once we receive the item, we will assess its condition to determine if the product is defective.
  • If deemed defective, Active Grow will cover the cost of sending a new product to the customer. A refund or store credit is also available for items returned within 30 days of purchase.
  • If the product is found to be working normally, no reimbursement will be issued and the customer will be charged for the return shipping cost.
  • Defective items may be returned for replacement or equivalent products at any time as long as the warranty period is still valid.

CLICK FOR RETURN REQUEST FORM – DEFECTIVE ITEM RETURNS

 

Incorrect Item Returns

  • In rare instances, incorrect items are shipped. Active Grow will accept returns of incorrect items within 30 days of purchase. If you receive an incorrect item, please contact Active Grow first via the Return Request Form – Incorrect Item Returns.
  • In order for items to be eligible for a refund, we ask that the following criteria are met:
    • Items must not have been used in any way
    • Items must be in a like-new condition in the original packaging. Items must be free of all cosmetic defects like dents and scratches
    • Items must include all original packaging contents (cables, instructions, installation hardware, etc.)
  • Once the return request is received, Active Grow will contact the customer and communicate the next steps.
  • Active Grow will cover the return shipping cost. The customer will be responsible for the condition of the returned item during return shipping. Please ensure the item is safely packaged as Active Grow is not responsible for any damage to items during return shipping. Items damaged during shipping may result in additional charges for the sender.
  • Active Grow will cover the costs of sending the correct product to the customer. A refund or store credit is also available.
  • Items returned after 30 days from date of purchase will not be accepted.

CLICK FOR RETURN REQUEST FORM – INCORRECT ITEM RETURNS

 

Damaged During Shipping Returns

  • If an item is damaged during shipping, please note the damage with the delivery courier or take photos of the outer packaging and damaged item itself.
  • Packages must be opened within 72 hours of delivery and inspected for damage. If a damaged item is found, please contact Active Grow first via the Return Request Form – Damaged During Shipping Returns.
  • Once the return request is received, Active Grow will contact the customer and communicate the next steps. We will file a claim with the courier service on the customer’s behalf. Please note additional information from the customer may be needed.
  • Refunds or replacements cannot be guaranteed if the item was signed for as received in good condition or if Active Grow was not notified within 72 hours of receiving the item.
  • Please note claims take time to be settled with delivery services. Active Grow will contact the customer once the ruling of the claim has been made.
  • If at any time a customer is unable to wait for the repair or replacement of an item, the customer may pay the full retail price for a replacement to avoid any delay.
  • If only parts of the item are damaged (ex. broken lamp, bent reflector, etc.) Active Grow will cover the cost of sending the replacement parts to the customer.
  • Items returned after 30 days from date of purchase will not be accepted.

CLICK FOR RETURN REQUEST FORM – DAMAGED DURING SHIPPING RETURNS

 

Cancelling an Order

  • To cancel an order prior to shipment, please contact Active Grow via email ([email protected]) or phone (206) 792-9799 as soon as possible after placing the order. The order is not considered cancelled until the customer is notified by Active Grow.
  • If an order has already shipped, any cancellation will be treated like a return and the corresponding above-mentioned return process will be followed.
  • For all cancelled orders, a cancellation processing fee will be charged (2.15% credit card, 2.6% PayPal, 6% Sezzle).

Active Grow Product Warranties

  • To view Active Grow’s product warranty click here.

Active Grow Shipping Policy

  • Active Grow prides itself on providing reliable products and service with fast shipping and quick response times. All Active Grow products ship within 1-2 business days from date of purchase unless otherwise indicated to the customer.
  • All products ship from Active Grow’s Seattle, WA area warehouse.
  • Once an order is processed and prepared for shipment, the customer will receive an email with tracking information.
  • Backordered items will be shipped as soon as products become available using the shipping method chosen at checkout. Active Grow will notify the customer when backordered products have shipped.
  • Free shipping is available on all domestic US (lower 48 states) orders over $200 excluding tax.
  • For custom shipping requests please contact Active Grow via email ([email protected]) or phone (206) 792-9799.
  • For international shipping requests outside of Canada, please contact Active Grow via email ([email protected]) or phone (206) 792-9799.