Returns & Refund Policy

We want you to be happy with your purchase from SolarGrow. We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Returns

To request a return, please contact us at info@solargrow.co.uk within 30 days of receiving your order. Please include your name, order number and the item(s) you would like to return.

To be eligible for a return under our voluntary 30-day returns policy, products must be unused, uninstalled and in the same condition in which they were received, with all parts, accessories and, where possible, original packaging included.

Products that have been used, installed, altered or damaged after delivery are not eligible for a change-of-mind return under our voluntary 30-day returns policy.

Opening the outer packaging simply to inspect a product does not automatically prevent a return. Your statutory rights are not affected by this policy.

Please do not send a return before contacting us, as we will provide you with the appropriate return instructions.

Returns should be sent to:

SolarGrow
Global Air Supplies UK Limited
Unit 36 Meadows Road
Brookfields Park
Manvers
Rotherham
S63 5DJ
United Kingdom

Unless the item is faulty, damaged, incorrect or otherwise not as described, you are responsible for the cost of returning it to us.

We recommend using a tracked delivery service when returning items, as we cannot be responsible for items lost in transit.

Opened & Used Products

You may open a product's packaging to inspect it.

However, under our voluntary 30-day returns policy, products cannot be returned simply because you have changed your mind if they have been used, installed, altered or damaged after delivery.

This does not affect your statutory cancellation rights. When exercising those rights, you may inspect and handle a product as you reasonably would in a shop. If a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, and this has reduced its value, we may make an appropriate deduction from your refund where permitted by law.

Any restrictions on opened or used products do not affect your rights where a product is faulty, damaged, not as described or otherwise does not meet your statutory rights.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or you have received the wrong item.

Email info@solargrow.co.uk with your name, order number, details of the issue and, where appropriate, photographs showing the problem. We'll assess the issue and arrange a suitable resolution.

Where goods are faulty, damaged, not as described or otherwise do not meet your statutory rights, we will cover reasonable return costs where a return is required.

Nothing in this policy affects your statutory rights.

Change of Mind

If you've changed your mind about your purchase, you can request a return within 30 days of receiving your order under our voluntary returns policy.

Items must meet the return conditions set out above. Products that have been used, installed, altered or damaged after delivery may not qualify for a change-of-mind return under our voluntary policy.

This does not affect your statutory rights.

Exceptions & Non-returnable Items

Certain items may not be eligible for a change-of-mind return, including:

• Products made or ordered specifically to your requirements
• Products that deteriorate or expire rapidly
• Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken

These exclusions do not affect your rights if an item is faulty, damaged or not as described.

If you're unsure whether an item can be returned, please contact us at info@solargrow.co.uk before returning it.

Sale Items

Sale and discounted items can be returned in accordance with this policy.

Your statutory rights are the same whether an item was purchased at full price or at a discounted price.

Exchanges

If you'd like a different item, the quickest option is usually to return the original item and place a new order once your return has been accepted.

If an item is faulty or incorrect and you would prefer a replacement, please contact us and we'll discuss the options available.

UK Cancellation Rights

If you're a UK consumer purchasing online, you generally have a legal right to cancel your order without giving a reason.

For most goods, you have 14 days from receiving your order to tell us that you wish to cancel. You then have a further 14 days to return the goods.

To exercise your right to cancel, email info@solargrow.co.uk with your name, order number and a clear statement that you wish to cancel your order.

You may inspect and handle the goods as you would reasonably be able to in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this has reduced their value, we may be entitled to make an appropriate deduction from the refund.

Unless we have agreed otherwise or the goods are faulty, you are responsible for the cost of returning goods when exercising your right to cancel, provided we have informed you of this responsibility.

Some products are excluded from the statutory right to cancel, including certain personalised or custom-made goods, goods that deteriorate or expire rapidly and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

EU Customers

If your order is being shipped to the European Union, you may also have a statutory right to cancel your order within 14 days of receiving the goods, subject to applicable exceptions.

Please contact info@solargrow.co.uk if you wish to exercise this right.

Refunds

We'll let you know once we've received and inspected your return and confirm whether your refund has been approved.

Approved refunds will be made to your original payment method.

For returns made under our voluntary 30-day returns policy, we aim to process approved refunds within 10 business days of receiving and inspecting the returned item.

Where you exercise your statutory right to cancel an online order, we will issue any refund due within the time required by law. This will generally be within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Where required by law, we will also refund the cost of the standard delivery option you paid when placing your order. If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional cost above our standard delivery charge.

Please remember that your bank or card provider may take additional time to process the refund after we have issued it.

If you have not received an approved refund after 15 business days, please contact us at info@solargrow.co.uk.

Warranty Information

At Solar Grow, we want you to be confident in the products you purchase from us. Warranty periods vary depending on the product and manufacturer, so we’ve outlined the applicable cover below.

Warranty Periods

Product / Brand	Warranty Cover
Plastic products	Damage on arrival only
NEWA Pumps	2 years
NEWA Heaters	5 years
Cultiwool products	Damage on arrival only
Plant Magic substrates	Damage on arrival only
Vitopod Unheated Propagator	1 year
Vitopod Heated Propagator	1 year
Thermostats	2 years
X-Stream Propagators	1 year
SunBlaster LED products	1 year
FWB products	1 year

Damage on Arrival

Some products, including plastic products, Cultiwool products and Plant Magic substrates, are covered for damage identified on arrival rather than by a time-based product warranty.

If an item arrives damaged, please contact us as soon as possible after delivery. To help us deal with your claim quickly, please provide:

• Your order number
• Details of the damaged product
• Clear photographs showing the damage
• Photographs of the packaging where relevant

Please keep the product and its original packaging until your claim has been reviewed, as we may need further information or ask for the item to be returned.

NEWA Pumps & Heaters

NEWA pumps are covered by a 2-year warranty, while NEWA heaters are covered for 5 years, subject to the manufacturer's warranty conditions.

If a NEWA product develops a fault within the applicable warranty period, it may be replaced where a valid manufacturing or material fault is identified.

For a warranty claim to be considered:

• Proof of purchase must be provided.
• Details of the fault and reason for the claim must be supplied.
• If the product needs to be returned, it must be carefully packaged to prevent damage during transit.

The NEWA warranty does not cover:

• Accidental damage or breakage
• Damage caused by incorrect or improper use
• Damage caused by tampering or modification
• Damage resulting from negligence
• Components subject to normal wear and tear

Replacement of a product under warranty does not constitute an admission of liability.

Making a Warranty Claim

If you believe a product has developed a fault during its warranty period, please contact Solar Grow and provide:

• Your order number
• The name of the product
• A description of the fault
• Any relevant photographs or videos that demonstrate the issue

Depending on the product and nature of the fault, we may ask for additional information or require the product to be returned for assessment.

Where a fault is confirmed and covered by the applicable warranty, we will advise you of the next steps and the remedy available.

What's Not Covered?

Unless otherwise stated by the manufacturer, warranty cover does not normally include faults or damage resulting from:

• Accidental damage
• Misuse or incorrect operation
• Incorrect installation
• Failure to follow the manufacturer's instructions
• Modification, tampering or unauthorised repairs
• Negligence
• Normal wear and tear
• Consumable components that naturally require replacement

Individual manufacturer warranty conditions may also apply to certain products.

Your Statutory Rights

The warranties described on this page are provided in addition to your statutory consumer rights.

Nothing in this warranty information affects your rights under applicable UK consumer law.

 

Contact Us

SolarGrow is operated by Global Air Supplies UK Limited, registered in England and Wales under company number 10314942.

Global Air Supplies UK Limited trading as SolarGrow
Unit 36 Meadows Road
Brookfields Park
Manvers
Rotherham
S63 5DJ
United Kingdom

Company number: 10314942
VAT number: GB249687447
Phone: 01709 220150
Email: info@solargrow.co.uk