Returns & Refunds Policy

Our Commitment

At FlowGrow, we want you to feel confident choosing products that help you grow fresh food at home. If something isn't right, we're here to help.

30-day returns on unused products. NZ-based support. Consumer Guarantees Act protection.

Nothing in this policy limits your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 (CGA).

30-Day Change-of-Mind Returns

Changed your mind? We accept returns of eligible products purchased directly from the FlowGrow online store within 30 days of delivery, provided they're unused, complete and in their original condition and packaging.

To qualify:

• Hydroponic towers: Must be unassembled and unused, and must not have been filled with water or used for growing. All original components and packaging must be included.

• Starter Kits: Must be unopened, unused and complete.

• Nutrients: Must remain unopened and sealed.

• Growing media, net pots and accessories: Must be unused and in their original condition and packaging.

• Pumps, timers and electrical parts: Must be unused and uninstalled.

Please contact us within the return period before sending anything back so we can provide return instructions.

For change-of-mind returns, customers are responsible for return shipping and safe packaging. Original delivery charges, where applicable, are non-refundable. We recommend using a tracked shipping service.

Once we've received and inspected your return, we'll process an approved refund to your original payment method.

We may decline a change-of-mind return if the product does not meet the conditions above.

These conditions do not restrict your rights under the Consumer Guarantees Act.

Extended Christmas Gift Returns 2026

Buying FlowGrow as a Christmas gift? We've made returns a little easier over the festive season.

For eligible purchases made between 1 November and 24 December 2026, you can request a change-of-mind return until 31 January 2027.

Our usual unused-product return conditions still apply. Towers must remain unassembled and unused, and Starter Kits and nutrients must remain unopened.

If your standard 30-day return period extends beyond 31 January 2027, the later date applies.

This seasonal extension applies to purchases made directly through the FlowGrow online store.

Faulty, Damaged or Incorrect Products

If something arrives damaged, isn't working as expected or isn't what you ordered, please get in touch.

Under the New Zealand Consumer Guarantees Act, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and nature of the problem.

These rights are separate from our voluntary change-of-mind returns policy and are not limited to 30 days.

Where a remedy is required under the CGA, it will be provided without charge, including reasonable return-shipping costs where applicable.

We may request photos or a short video to help assess the issue.

Pump Warranty

A 12-month manufacturer's warranty covers the included pump against defects in materials and workmanship under normal residential use.

If your pump develops a fault within 12 months, we'll arrange an appropriate solution in line with the manufacturer's warranty and your rights under the Consumer Guarantees Act.

Damage caused by incorrect setup, running the pump dry, improper cleaning, electrical misuse or modification is not covered by the manufacturer's warranty where that damage caused the problem.

Your statutory consumer rights may continue beyond the manufacturer's warranty period.

Growing Conditions and Product Care

Healthy plant growth depends on more than the tower itself.

Insufficient light, environmental conditions, incorrect nutrient mixing and poor maintenance can affect growing results without necessarily indicating a product fault.

General wear and tear or damage resulting from misuse or neglect may also fall outside consumer guarantees.

If you're unsure whether an issue relates to your tower or growing conditions, please contact us. We're happy to help work through it.

Shipping Damage

If your order arrives damaged during delivery, please let us know as soon as practical, ideally within 48 hours.

If possible, include photos of the product and packaging, and keep the original packaging while we investigate.

This timeframe helps us resolve freight issues promptly. It does not limit your rights under the Consumer Guarantees Act.

How to Request a Return

Please email grow@flowgrow.co.nz before returning an item.

Include your order number, date of purchase or delivery, and a brief description of your return request or the issue you're experiencing.

For damaged or faulty products, please include photos or a short video where available.

We aim to respond within 1–2 business days.

FlowGrow
Richmond, Tasman, New Zealand
grow@flowgrow.co.nz