We aim to have our orders packed and delivered within 2-5 working days of making the order, Delivery will be made by DPDLocal" (business post) with tracking information, but we can deliver on special request by DHL, Initial City Link, Fed Ex or UPS. Delivery of large goods and pallets will be delivered by Ets Logistics, kanute, or palletline (may arrive through sub contractor) Free delivery on orders over £250.00 does not include custom made items ie mini stealth, large stealth, hobby stealth, g tools etc
All our packages will arrive in very secure and discrete plain packaging, with a clear plain address label attached. Large items and pallets will arrive covered in bubble wrap and thick black shrink wrap so the contents will be unknown to any one other than us and the customer, again also with a clear white address label.
Large grow rooms will be delivered by pallet, delivery is added on top of the price shown for the units. The delivery includes insurance and delivery only, you can also have the unit delivered and left at your local depot for collection at your convenience
Deliveries via pallet will be delivered to the premises but cannot be taken inside by the courier, as the couriers are not covered by the insurance policy to do so, For large goods you may need to arrange help from a friend or colleague to further move the shipment inside your premises or location."
Deliveries by pallets must be signed and checked at the time of arrival, if anything is damaged you must notify the driver of this, Failure to do this could delay an insurance claim and or replacement goods. If nobody is at the adderss at the time of delivery the goods may be returned to the courier depot and storage and re delivery charges will incur, heavy goods and pallet orders do not include free re delivery costs due to the delivery equipment required.
Delivery of all uk Equipment & tents are 1-5 working days . If this is not the case please contact us and we will track down exactly where the parcel is. For pallets of equipment please allow 3-5 working days. For Cabinets and growrooms please allow up to 28 working days. For European and worldwide equipment deliveries please allow 3-5 working days
you can order to all European countries at the checkout using our shopping cart and currency converter.
Worldwide and international shipping:
We deliver all over the world on a daily basis, However due to the technicalities and laws of various items via various transport methods and constant daily price changes for services we request that you email us a list of the items that you wish to order ( or add to a shopping cart ) and then email us your list of requested items including your delivery country and address so that we can arrange a delivery quote and final price for your order, you can then make the decision to cancel or proceed with the order.
please contact firstname.lastname@example.org
PLEASE NOTE ADDITIONAL POSTAGE COSTS MAY INCUR ON LARGE VOLUME GOODS, OVER SIZED GOODS OR DELIVERIES TO AREAS THAT ARE CLASSSED AS NON UK MAINLAND OR HTR REGIONS
If additional charges are requested for delivery we will immediately contact you wth the choice of proceeding or cancelling the order. Please feel free to email or call us before hand for a postage quote before placing an order if you live in any of the mentioned areas or are unsure.
All charges for uk mainlands are specific and by weight. e.g £6.99 per 18kg parcel and £49.99 for a standard pallet up to 400kg. These prices are for standard uk mainland. Please bare in mind if you are ordering to a hard to reach area, the highlands, Ireland or surrounding areas, additional charges for postage may be requested. This is due to couriers charging extra fees and charges for non main delivery routes. The charges for these type of routes, over sized parcels or high volume parcels ( parcels with low weight but large volume ) are provided by our couriers, if this is the case and your order falls in to the above category we will immediately contact you to make you aware of the additional charges, we make no profit or margins on this it is simply paid directly to the courier to deliver your goods, Proof of cost of all deliveries can be provided by request, These charges apply to very few orders but when applied you are only paying the charges for delivery of chosen items to your stated address.
Some of the services that may incur additional charges are
Pallets to ireland, highlands and areas the couriers deem not Standard.
Large volume goods but low weight items to highlands, ireland, islands Htr areas, non popular e.u countries and international countries.
Heavy goods and items longer than 1.0m in size e.g bags of growing medium and over sized hyroponics systems. However baring this in mind 99% of all orders and deliveries are sent via the website stated postage costs but please bare in mind additional charges may incur in large, bulk or high volume items to non uk mainland or standard delivery areas
ALL DAMAGES MUST BE REPORTED WITHIN 7 DAYS OF RECIEVING THE ORDER
Damages specially heavy goods pallets must be reported to the driver or signed for as "unchecked" if you are unsure of any damage or cannot check the goods properly for what ever reason please sign for the goods as unchecked, failure to do this may void the insurance policy or ability to provide a replacement item or items.
Glass items must be checked and signed for as damaged on arrival ( of that is the case ) and all broken or missing items must be reported to us within 7 DAYS for it to be valid for an insurance claim, this is how long we have to report things to our courier
Pallet orders and deliveries must be checked and inspected at the time of arrival for damages to validate any insurance claims for damage.
Orders over £250 will "only be sent to the billing address" due to the recent increase in fraudulent transactions, additional identification and proof of payment authorization and ownership will be required.
The information will then be passed on to our bank and fraud screening department for authorization.
If it is required that goods go to a separate non billing address then payment must be made via cash, bank transfer, cheque, or to a "verified" PayPal address.
AT HG HYDROPONICS WE BELIEVE IN GOOD CUSTOMER SERVICE, SO IF YOUR UNHAPPY WITH ANY OF THE GOODS YOU RECEIVED WE WILL OFFER A FULL REFUND MINUS DELIVERY COSTS AS ALLOWED BY THE "DISTANCE SELLING RULES" DESCRIBED BELOW.
Under distance selling rules you have a maximum of 7 days in which to return any unwanted items, provided that they have not been used, all packaging is in intact, and all goods and packaging are in perfect condition. This is for all "off the shelf items" this does not apply to items such as pre ordered imported goods, bespoke goods, services, altered or custom units or goods. a 10% Restocking fee will be incurred on returned goods for postage and packaging, admin and labour incurred in providing the goods.
ON RECEIPT AND OF THE ITEM(S) WE WILL ISSUE A FULL REFUND FOR THE PRICE OF THE ITEM. PLEASE NOTE THAT WE WILL ONLY ACCEPT THE RETURN OF OPENED ITEMS IF THEY ARE FAULTY. WE ARE UNABLE TO EXCHANGE ITEMS THAT ARE NOT DAMAGED OR FAULTY.
PLEASE NOTE THE RETURNS POLICY DOES NOT APPLY TO CUSTOM OR BESPOKE ITEMS SUCH AS GROW CABINETS CONTAINERS ETC, THE RETURNS POLICY ONLY APPLY TO MANUFACTURED AND "OFF THE SHELF ITEMS"
Minimum 24 hours notice of cancellation required from placing the order as we use next day same day couriers for collections of goods. Notification for instance, in person, via email, mobile phone ‘text message’ and/or fax, or any other means will be accepted subject to confirmation in writing. We reserve the right to levy a £10 charge to cover any subsequent administrative expenses. This can only apply to off the shelf stocked items.
Cancellation of special order items
Special order items can only cancelled subject to agreement, Special order items are not items we keep in stock and as such incur surcharges as a result of obtaining special order items, Special order items must be cancelled in writing within 24 hours, if goods have already been sourced and ordered there will be a subsequent cancellation/return charge for the goods to be returned back to the supplier as well as a 10% restocking fee that is charged to us.
Cancellation of Bespoke & Custom Items
Custom and bespoke items such as grow cabinets and custom hydroponic systems can only be cancelled subject to agreement of the outstanding balance's to be paid for work pre carried out in terms of building, alterations and custom work, part of the charge you are paying for with bespoke items is a labour and service charge for us to carry out the work requested to your specifications, if you wish to cancel after the work has been carried or has started, a charge for this service will be applicable upon agreement of cancellation. This is usually 25% of the order total.
Orders cannot be cancelled due to reasonable delays and deadlines due to the bespoke and custom nature, we can only offer a guideline and approximate estimate for completion of the work required unless the date of exact competition is pre agreed in writing by both parties at the time the order is placed.
ITEMS DAMAGED IN TRANSIT
ON DELIVERY OF YOUR GOODS PLEASE TAKE TIME TO CHECK ON YOUR PACKAGE AND ITS CONTENTS. IF YOUR GOODS HAVE BEEN DELIVERED BY A COURIER AND THE PACKAGING OR CONTENTS PLEASE SIGN FOR YOUR DELIVERY AS DAMAGED/UNCHECKED IF THAT IS THE CASE AND NOTIFY US OF ANY DAMAGE BY PHONE WITHIN 72 HOURS.
NEW OFF THE SHELF PRE MANUFACTURERD GOODS WILL BE IMMEDIATLY DISPATCHED PENDING STOCK AVAILABLITY, DAMAGED CUSTOM GROW CABINTS OR BESPOKE ORDERS ARE DAMAGED IN TRANSIT, WE CAN ONLY OFFER AN EXACT REPLACEMENT OR REFUND MINUS THE SERVICE AND LABOUR CHARGES, THIS IS DUE TO PART OF THE CHARGE AND COST OF CUSTOMER AND BESPOKE CABINETS BEING A SERVICE AND LABOUR CHARGE THIS IS NOT COVERD BY THE INSURERS AND IS NON REFUNDABLE, SHOULD YOU WISH TO CANCEL YOUR ORDER DUE TO DAMAGE ON A BESPOKE ITEM WE CAN ONLY REFUND THE AMOUNT PAID FOR THE UNIT/GOODS, THE SERVICE AND LABOUR CHARGES ARE NON REFUNDABLE AS A SERVICE/LABOUR CHARGE CANNOT BE RETURNED OR VOIDED ONCE WORK IS CARRIED OUT. WE WILL HOWEVER OF COURSE ARRANGE AND DISPATCH A BRAND REBUILT ITEM OR UNIT TO REPLACE ANY DAMAGED GOODS THAT HAVE BEEN CUSTOM BUILT.
PLEASE CONTACT US BEFORE HAND TO OBTAIN A RETURNS NUMBER BEFORE POSTING THE GOODS TO US AS WE RECIVE HUNDRDS OR PARCELS IN AND OUT OUR PREMISES EVERY DAY.
ITEM IS FAULTY
IF YOU RECEIVE A FAULTY ITEM WE WILL REPLACE OR REFUND THE TOTAL COST OF THE ITEM(S) AND ALSO ANY DELIVERY COSTS INCURRED BUT YOU MUST REPORT THE FAULT WITHIN 72 HOURS AND YOU MUST HAVE PROOF OF PURCHASE AND ALL THE ORIGINAL PACKAGING.
PLEASE CALL US FOR A RETURNS AUTHORIZATION NUMBER BEFORE SENDING THE GOODS.
FAILURE TO DO SO MAY RESULT IN LOST OR MIS PLACED GOODS