Do I have to have an RMA number in order to return a product to Hydroponics4Less.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. Hydroponics4Less.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days within which Hydro4Less.com must receive return products. RMA numbers will not be extended or reissued. Please display the RMA number(s) on the address area of the shipping label.
How do I acquire a Return Merchandise Authorization number (RMA#)?
Call 909-946-7100 to request an RMA number during normal business hours (Mon-Fri 11am_5pm Pacific time or Sat 11am-4pm). Please have your order number ready.
What address should I send my return to?
The address to send an RMA to is: Hydroponics4Less.com
923 N Central Ave Unit B
Upland, CA 91786
attn: RMA# (write your RMA number here)
May I exchange my RMA'd item for a different product?
No. We do not exchange RMA items for different items. We replace an item only with the exact same item type.
How do I check the status of my RMA?
Call 909-946-7100 during normal business hours (Mon-Fri 11am-5pm Pacific time or Sat 11am-4pm). Please have your RMA number ready.
Approximately how long does it take for Hydroponics4Less.com to process an RMA?
It takes up to 5 business days for us to process and re-ship or issue refund once we receive them.
Is it necessary to return all items when I send in a return? What should I include with my RMA?
Yes. All original equipment, manuals, cables, documents, and packaging must be returned with your item in order for Hydroponics4Less.com to process your RMA. Missing items will incur further charges or less of a refund. Please return all accessories.
When and Why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 15% on all returns for refund, unless waived by our agents. Hydroponics 4 Less is not responsible for manufacturer defects. We do not not manufacture the items we sell. We are willing to replace or repair a defective item depending upon the manufacturers warranty. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Claiming "defective" is the easy way out of a restocking fee just because you don't want the item. If it is found to be truly defective defective we will replace it or have it repaired.
Who pays for shipping on a defective item?
Hydroponics4Less.com does not pay for the return shipping of defective merchandise. We are not responsible for manufacturing defects because we do not produce the items we carry (similar to a WalMart, KMart or Home Depot store). Hydroponics 4 Less will split the shipping costs with the customer. The customer agrees to pay to send the item back to Hydroponics 4 Less and Hydroponics 4 Less will consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account.
Who pays for shipping a defective item back to Hydroponics4Less.com?
The customer is solely responsible for shipping any returned product to Hydroponics 4 Less.com as described under "How do I package a returned item?"
Will Hydroponics4Less.com cross-ship replacement merchandise?
On certain items we may refund on the item being returned, when it is received in good condition as determined by our staff. To save time, we can charge for a new item being sent out and credit back this amount when we receive the RMA item. We do not send out two products for the price of one.
I received an email indicating that the item I RMA'd is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and the backordered item will be refunded as a worst case situation. We try to contact every customer in this case and make sure they are happy with another replacement item or refund amount.
How do I package a returned item (RMA)?
If you are dissatisifed with an item in the first 7 calendar days after receiving it, or if you have an in-warranty defective return, obtain an RMA number, re-package the item with all instructions, paperwork, parts, cords, etc. in the ORIGINAL box and overwrap that box so that it can be re-sold or returned to the manufacturer. Do not place your return label or write your RMA# on the original product box. Damaged items, missing components, or evidence of wear and tear will result in a reduced refund or a refusal of your refund. All items must be insured for the amount of the purchase price. You may send them UPS, FedEx or USPS.
I am in the middle of an important project and now my light, controller, pump etc. is defective. Who is responsible and what are you going to do about it?
If you have a "mission critical" item that you cannot live without, we suggest you have a backup plan in case of such an occurance. As an example, professional photographers carry extra camera parts on a photo shoot. They do not call Nikon and say "send me a new camera and you owe me this much money for lost time." Problems can develop that are out of our control. We will replace or repair items under warranty but we are not responsible for "incidental" damages. We can provide a loaner ballast but you must purchase it with a credit card and we will refund the purchase price when we receive the ballast back in its original condition. Shipping costs will be deducted from your refund.
I received an email saying my returned merchandise (RMA'd) was tested and was NOT defective, now what?
If we incur any charges related to handling, testing and/or returning a non-defective item, the customer will pay for those charges prior to the item being returned.
I returned (RMA'd) a ballast and it has been 2 weeks? What gives?
If you bought your new ballast within the last 60 calendar days we will replace it, with a new one, directly from our inventory. For ballasts that have up to a 6 year warranty, after that 30 day period, you must return the ballast to our store and then we will send it to the manufacturer. They are then in control of the repair time. We will get the ballast back to you as soon as is possible. Sunlight Supply, on the other hand, will handle the entire return and repair process directly but please contact us so that we may facilitate the process.