Refund policy
Returns Policy — Apex Grow Hydroponics
Last updated: May 2026
At Apex Grow Hydroponics, we want you to be completely satisfied with your purchase. This Returns Policy is compliant with the Australian Consumer Law (ACL) and should be read alongside our Refund Policy and Terms of Service.
1. No Change of Mind Returns
Please choose your products carefully. We do not provide refunds, exchanges, or store credits if you change your mind, make an incorrect selection, or find the product cheaper elsewhere. Once an order is confirmed, it is final.
If you are unsure about a product before purchasing, please contact us at: hello@apexgrow.com.au and we will do our best to help you make the right choice.
2. Your Rights Under the Australian Consumer Law
All goods sold by Apex Grow Hydroponics are covered by automatic guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
A replacement or refund for a major failure: If a product is unsafe, significantly different from its description, or has a problem that would have stopped you from buying it, you have the right to choose between a refund or a replacement.
Compensation for any other reasonably foreseeable loss or damage: You may be entitled to compensation for damages caused by a faulty product that were a predictable result of the product's failure.
A repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure: For minor failures, Apex Grow Hydroponics reserves the right to choose between repairing the item or providing a replacement unit.
On-Seller & Manufacturer Liaison Policy
As Apex Grow Hydroponics is an on-seller of specialised horticultural equipment, the following procedures apply to ensure your claim is handled accurately:
Technical Assessment: For products that fail to be of acceptable quality, we may require the item to be sent to the manufacturer's authorised service centre for a technical assessment to confirm the cause of the fault.
Manufacturer Indemnity: We work directly with our Australian suppliers and manufacturers to facilitate repairs or replacements. This ensures your equipment is serviced by qualified technicians according to manufacturer specifications.
Exclusions: Consumer guarantees do not apply if the product failure was caused by your misuse, accidental damage after purchase, or unauthorised modifications such as DIY rewiring or cutting plugs, which violate safe horticultural equipment usage.
3. Reporting Damaged or Faulty Items
Inspection: We strongly recommend inspecting all items within 24 hours of delivery, including checking the packaging and product condition.
Reporting: If an item is faulty, damaged, missing parts, or does not match the description, please contact us as soon as possible, preferably within 24 hours of receiving your order, at: hello@apexgrow.com.au with your order number, clear photos of the issue, and photos of any damaged packaging.
Damage Reported After 24 Hours: If damage is not reported within 24 hours of delivery, this may affect our ability to verify that the damage occurred during delivery or handling, and may affect the remedy options available for delivery-related damage. However, this does not limit or exclude any rights you may have under the Australian Consumer Law.
Remedy: We will assess your claim promptly. If the product is found to be faulty, damaged upon supply, or otherwise fails to meet a consumer guarantee, we will provide a repair, replacement, or refund in accordance with your rights under the Australian Consumer Law.
Outcomes: Depending on the nature of the fault, we will offer a full refund, replacement, or repair where practical. Refunds will be processed to your original payment method within 5–10 business days of approval.
4. Non-Returnable Items
The following items cannot be returned unless confirmed faulty or damaged upon supply:
- Opened nutrient solutions, additives, or liquid products
- Grow media that has been opened or used
- Items that have been assembled, installed, or modified after delivery
- Electrical components that have been wired, rewired, or modified in any way
- Products damaged through misuse, neglect, or failure to follow manufacturer instructions
5. Return Shipping
Unless the item is confirmed to be faulty, damaged upon supply, or otherwise covered by the Australian Consumer Law, customers are responsible for arranging and paying all return shipping costs. If Apex Grow Hydroponics arranges return shipping for an approved non-faulty return, the cost of return shipping may be deducted from the refund amount. Original postage, delivery, and handling fees are non-refundable for non-faulty returns, unless otherwise required by law. We cannot be held responsible for items lost or damaged in transit.
Reimbursement: If the item is confirmed to have a major or minor failure under the ACL, we will reimburse you for reasonable return shipping costs. Please keep all postage receipts.
6. Lawful Use & Safety
Horticultural Use Only: All products are sold strictly for legal, indoor horticultural purposes. We do not promote or condone the cultivation of controlled substances or any unlawful activity.
Professional Installation: Many products require installation by a licensed electrician. Failure to follow manufacturer instructions or safe electrical practices may void your rights to a remedy if damage is caused by your own actions.
Returns will not be accepted where it is reasonably determined that the product was used for unlawful purposes.
7. Contact Us
For all return enquiries please contact us via Email: hello@apexgrow.com.au
We aim to respond to all enquiries within 1–2 business days.