Refund policy

FlowGrow Returns & Refund Policy


Our Commitment

At FlowGrow, we want you to feel confident growing fresh food at home. If something isn’t right, we’ll work with you to find a fair solution.

This policy is provided in accordance with the Consumer Guarantees Act 1993 (CGA).

Nothing in this policy limits your rights under New Zealand consumer law.


Change of Mind

We do not offer refunds for a change of mind.

Please choose carefully before purchasing. If you have questions about suitability, light requirements, or setup conditions, we’re happy to help before you order.

 

Faulty or Defective Products

If your FlowGrow product is faulty, damaged, or has a manufacturing defect, please contact us within a reasonable timeframe.

Under the Consumer Guarantees Act, you may be entitled to:

  • A repair

  • A replacement

  • Or a refund

Depending on whether the issue is minor or substantial.

We may request photos or video of the issue to help assess the claim.

 

Pump Warranty

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

If the pump develops a fault within 12 months, we will arrange a repair or replacement 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.


What Is Not Considered a Fault

The following are not considered product faults:

  • Poor plant growth due to insufficient sunlight

  • Environmental conditions outside recommended guidelines

  • Incorrect nutrient mixing or maintenance

  • General wear and tear

  • Damage caused by misuse, neglect, or modification

FlowGrow systems require adequate natural light (such as a sunny indoor window or sheltered outdoor space) and correct care to perform as intended.


Shipping Damage

If your product arrives damaged in transit:

  • Please get in touch with us within 48 hours of delivery

  • Provide clear photos of the packaging and damage

  • Retain the original packaging

We will arrange a replacement or solution where appropriate.

 

How to Request a Return or Assessment

Please email: grow@flowgrow.co.nz

Include:

  • Your order number

  • A description of the issue

  • Photos or short video

  • Date of purchase

We aim to respond within 3–5 business days.

 

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