Refund policy
Return window. You may return the V-GRO 5-Tier Growing Tower within 30 days of the delivery date shown on the carrier's tracking.
What qualifies. The tower must be unused: never filled with water, never planted, and never exposed to nutrient solution or fish water. It must be returned complete, in its original carton with all components. Used towers cannot be resold and are not eligible for return or refund, except under the Limited Warranty.
Consumables and third-party items. Nitrifying bacteria, water conditioners, ammonium chloride and other consumables are returnable only if unopened and sealed. Pumps and water-treatment products ship from our distributor partners; returns of those items are accepted only unopened and are subject to the distributor's return terms. Opened consumables are final sale.
How to return. Contact us through our contact page with your order number within the 30-day window. We will issue a Return Authorization (RA) number and the return address. Returns sent without an RA number, to any other address, or after the window may be refused or refunded at a reduced amount. Pack the tower in its original carton; you are responsible for the item until we receive it, so use a tracked service and keep the receipt.
Return shipping. Paid by you. There is no restocking fee for a complete, unused tower returned with an RA number. Items that arrive incomplete, damaged by poor packing, or used may be refused or refunded at a reduced amount at our discretion.
Refunds. After we receive and inspect the return, we refund the product price to the original payment method. Original shipping charges are not refunded unless the return is due to our error or a defective item. Refunds are issued within 5 business days of inspection; your bank or card issuer may take a further 5 to 10 business days to post it.
Damaged or defective on arrival. Contact us within 7 days of delivery with your order number and photos of the damage and the carton. Keep all packaging until the claim is resolved; we may need it for a carrier claim. We will replace the affected parts or the whole tower at no cost to you and cover the shipping. Claims made after 7 days are handled under the Limited Warranty.
Refused or undeliverable parcels. If a parcel is refused, or returned to us because the address you provided was incomplete or incorrect, we refund the product price minus the outbound and return shipping costs, or re-ship at your cost.
Chargebacks. Please contact us before disputing a charge with your card issuer. We respond to every email within one business day and can resolve most issues faster than a dispute. Disputes filed for orders that were delivered as described will be contested with delivery and correspondence records.
Exceptions. Nothing in this policy limits rights you may have under California or other applicable consumer law.
Nanoco Ventures LLC. PO Box 580283, Elk Grove, CA 95758. Questions: our contact page.