Delivery


 
Uk Mainland is £6.99 per 20KG (T&C Apply)​​​​​​​

Our Current Delivery times have changed 

Standard orders 1-7 WORKING days
Special Orders 14-28 WORKING Days
​​​​​​​​​​​​​​Bespoke and Custom  Built orders 30-60 WORKING days
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Please be aware Custom built items ie Cabinets, all grow boxes and pc grow boxes are bespoke and are currently taking up to 60 working days to be delivered 

COVID 19 DELIVERY FAQs

Where is my order? – we are getting 40 x more orders than usual and have 25% Of the usual staff so please bear with us. Please allow 7-14 working days before contacting us, allow double for overseas.

I want to cancel my order, am I able to do this? - Due to the sheer amount of orders we're getting at the moment, we can't cancel any orders which are placed with us as orders are processed the same day and a lot of orders are being sent direct from wholesaler's,suppliers and separate locations. Please make sure your order is correct before ordering with us. If 28 days has passed for a none bespoke or custom item then please get in touch.

Something is missing from my order, what should I do? - If you are missing an item from your order, don't worry. We are part-dispatching any orders which have items that are currently out of stock. Once the goods are back in, they’ll be shipped out separately from us or our supplier.

All suppliers are running with back logs and skeleton staff, please bear in mind delays are across the entire industry at present.

How long does it take to process a refund? - Refunds are taking between 7 - 14 days due tolarge volumes that we are required to process with minimal staff

I'm waiting for a customer services reply, how long should I take? - Our Customer Services team are doing their best to get to your enquiry as soon as possible, but please bear with us in the meantime and please only send one ticket enquiry, as this will dramatically speed the process up for yourself and others.

I've got an item missing from my order, but my confirmation email said dispatched in full? -

If you have not received an item, it'll be on back order and will be with you asap.99% of orders are going out all in one go, but please bear this in mind when placing your order as there may be delays due to supplier issues.

Stock is showing on your website but it's not in my order? - We've only taken items off our website that we're 100% sure we're unable to get during the pandemic. Most items have a constant flow of supply, so even if it doesn't arrive with your first order, it'll be with you as soon as it lands with us.

I've received a differently branded item? If we have the same quality item from an alternative brand, we will send it to you instead to avoid any further delay. If necessary, we will upgrade you to a better-quality item, free of charge, and send this in place of the item you originally ordered.

I want to change my order, how do I do this? - Unfortunately, we can't change any orders at the moment once they've been placed. We're doing everything we can to get orders picked & packed as soon as they come in, so we can't add any complications to this process as it'll slow everything down. Please double check your order is correct before making a purchase!

I have not had a response from customer services yet, what should I do? - As you can imagine, our customer services department is very busy right now, so please expect delays in responses to your queries. If it's been 14+ working days and you haven't received your order, please get in touch with us and we will get back to you as fast as we can.

We have worked around the clock for close to 60 days now so trust us when we say your patience is appreciated,




    By Who?
We aim to have our orders packed and delivered within 2-5 working days of making the order, Cabinets and other custom built items take up to 28 WORKING days. 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) PLEASE NOTE Free delivery on orders over £250.00 does not include custom made items ie mini stealth, large stealth, hobby stealth, g tools, pc grow rooms. Free delivery does not include international orders, £250 free delivery is only for uk mainland, if the order is over 25kg you will be charged postage 
 

How will It Arrive?
We ship a lot of high value as well as low value items and orders, due to this all all our packages will arrive in very secure and  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 the couriers, again also with a clear white address label.  This is for the purpose of security of high value items, Some of the items we ship are valued at thousands of pounds, to avoid certain individuals picking out high value items for theft we sell all out parcels in plain packaging.

Growrooms & Pallets
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."

PLEASE NOTE

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 address 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.

How Long Will My Order Take?
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 

Europe & International
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Europe:

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 info@hg-hydroponics.co.uk

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 hydroponics 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 IMMEDIATELY  

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 with 24 hours of you receiving the goods for it to be valid for an insurance claim

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 14 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 (minus the postage) 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"

Cancellation Policy
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 hydroponics 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.


PLEASE USE YOUR ORDER NUMBER AS A RETURNS NUMBER FOR SENDING GOOD BACK 
FAILURE TO DO SO MAY RESULT IN LOST OR MIS PLACED GOODS

Returns

Items unwanted or ordered by mistake must be returned at your own cost within 14 days of reciept. All items must be returned NEW, unused and unopened in all original packaging ad with all original items. If we have sent you the wrong item, please return this to the address on our website and we will cover up to the cost of £6.99 for returning the parcel, you must save and email us a copy of your reciept/invoive as proof of payment for us to refund or credit this to you. please allow up to 14 days for us to process returns and refunds.

Bespoke, custom, made to and special order goods cannot be returned unless confirmed faulty, if the items are faulty we will fix or replace under warranty.