Refunds and Returns

Last Updated: 2025-12-07

1. Overview

We want you to be completely satisfied with your purchase. If you are not happy for any reason, you may return eligible items for a refund or exchange, subject to the terms and conditions outlined below.

2. Eligibility Window

  • Returns: Items must be returned within 30 days of the date you received your order.
  • Proof of Purchase: All returns must be accompanied by a valid receipt or proof of purchase (e.g., order confirmation email or packing slip).

3. Condition of Returned Items

To be eligible for a return, the item must be:

  • Unused and Unworn: The item must be in the same condition that you received it.
  • Original Packaging: Returned in its original packaging, with all tags, labels, and protective stickers still attached (where applicable).
  • Resalable Condition: Free of any smells, stains, or damage.

Note: We reserve the right to refuse a refund if the item does not meet the above criteria.

4. Items Exempt from Return

For health, safety, and hygiene reasons, the following items are final sale and cannot be returned or exchanged:

  • Digital Products (e.g., e-books, software downloads)
  • Gift Cards (Used or partially used)
  • Perishable Goods
  • Personalised/Custom-made Products
  • Sale Items (unless marked otherwise)

5. Returns Process

To initiate a return, please follow these steps:

  1. Contact Us:  Email us at support@growable.shop with your Order Number and the reason for the return.
  2. Receive Authorisation: Our team will review your request and, if approved, provide you with a Return Authorisation (RA) number and the return shipping address. Do not send items back without an RA number.
  3. Package and Ship: Securely package the item(s) and clearly write the RA number on the outside of the package. Ship the item back to the address provided.

6. Shipping Costs

  • Defective/Incorrect Items: If the return is a result of our error (e.g., you received a defective or incorrect item), we will cover the cost of return shipping.
  • Change of Mind: If you are returning an item due to a change of mind, the customer is responsible for paying the return shipping costs. Original shipping costs are non-refundable.

We highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item and are not responsible for items lost in transit.

7. Refunds

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.

  • Processing Time: Approved refunds will be processed, and a credit will automatically be applied to your original method of payment within 14 business days.
  • Late/Missing Refunds: If you haven’t received a refund after the stated period, please check your bank account first, then contact your credit card company/bank. If you still have not received your refund, please contact us at support@growable.shop.

8. Exchanges

If you need to exchange an item for a different size, please follow the standard return process to return the original item, and then place a new order for the desired item. This ensures the fastest service.

9. Damaged or Defective Goods

If your item arrives damaged or defective, please contact us immediately (within 48 hours of delivery) at support@growable.shop and include photos of the damage. We will work quickly to replace the item or issue a full refund.