Shipping & returns

Refund and Returns Policy

PIC N GRO PTY LTD T/As PMHYDRO

This refund policy (‘Policy”) applies to all purchases from us, unless stated otherwise.

At PMHYDRO, customer satisfaction is our top priority.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this policy.

Any benefits set out in this policy may apply in addition to consumer rights under the Australian Consumer Law.

Please read the policy carefully before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

PMHYDRO acknowledges and understand that, sometimes you might need to return your purchase. You may return most new, unopened items within 14 calendar days of delivery for a full refund with some exceptions as detailed in our return policy. All items being returned must have a completed Return Authorisation form included. Orders returned to PMHYDRO without a Return Authorisation will not be accepted for return or refund. To obtain a Return Authorisation, please contact our customer service team directly by email to: pmhydrosyd@gmail.com. You must quote the invoice number for the item you want to return. We will advise you of the details on how to safely return your order. All return postage costs will be the responsibility of the buyer.

We do not offer any refund if you simply change of your mind, made a wrong purchase or find the same product or service cheaper elsewhere. We recommend you carefully preview any orders before proceeding with your order.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please retain your proof of purchase. Goods must be returned are required to be returned in “as new condition”, in their original packaging or shrink wrapped un-opened, unused and undamaged. A refund or store credit will only occur if you are able to provide evidence of proof of purchase. PMHYDRO reserves the right to determine if a refund is made in full or made as a store credit to your account. Return postage costs explained below:

If the return is required a result of a PMHYDRO error or damaged or faulty goods (see damaged or faulty items below), we will pay for the return postage or freight costs.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at pmhydrosyd@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Any change of mind returns requested (see below)

If you decide to cancel your order prior to dispatch, there will be no postage costs to you. If your order has already been dispatched, freight or postage charges will not be refunded.

If the return is required/requested because of your error or an administrative error from your end, you will be required to pay for the return postage or freight costs.

You are required to notify PMHYDRO in writing for approval of any intended returns (see below notification of intent to return goods).

Any postage and handling costs as part of the original purchase will not be refunded.

Change of Mind:

PMHYDRO is not lawfully obliged or required to provide a refund if you simply change of your mind, made a wrong purchase or find the same product or service cheaper elsewhere. You may negotiate the return of your items/order within 30 days of receiving your order, by making written contact with us by email. If negotiations on the return take place, the final outcome will be determined by PMHYDRO. Postage and handling costs will not be refunded or exchanged for ‘change of mind’ requests. Returns for refund or change of mind can only be requested via email. If we do agree to your ‘change of mind’ request, goods must be returned within our 30 days return policy period, in their original packaging. The goods are required to be returned and arrived to PMHYDRO in new condition. You will be required to ensure packaging on the returned goods is sufficient that they are delivered back to PMHYDRO in un-damaged condition. Damaged items will not be accepted for a refund. A 20% restocking fee may be applied to your refund or store credit.

Note: No returns on final sale or clearance products. No exchange & refunds on LED lights & Cannatrol Cool Cure Box if you change your mind.

Damaged or Faulty Items:

In the event that a product which you ordered is damaged during Delivery:

a) Please contact us as soon as possible.

b) Any damaged products must be returned in the condition it was when you received it, together with any packaging and other items related to the faulty item(s).

c) Where a product has arrived in a damaged condition, mis-bound, or faulty as defined in the Australian Consumer Law, please let us know within 14 days of receiving your delivery by email to: pmhydrosyd@gmail.com

d) We will organise to repair the damaged product or to collect it and replace it within an equivalent product, or to provide a refund, provided that you contact us within the following time from the date of you received the product: 14days.

Exceptions:

Notwithstanding the other provisions of this policy, we may refuse to provide a refund, repair or replacement for a product you purchased if:

a) You misused the product in a way which caused the problem.

b) You knew or were made of the problem(s) with the product before you purchased it.

c) Any alterations to the product which is against our advice, or you were unclear about what you wanted.

d) Any other exceptions apply under the Australian Consumer Law.

Notification of Intent to Return Goods:

If you received faulty or damaged goods, you are required to make contact with PMHYDRO within 5 working days of the recorded delivery date.

If the item/s you have received is not what you ordered or the order is incorrect, you are required to make contact with PMHYDRO within 7 working days of the recorded delivery date.

Where goods do not meet the consumer guarantees and there is a major failure in relation to the goods, you are entitled to one of the following remedies: a refund of the value of the goods purchased excluding any postage and handling charges; a replacement product which is identical or of similar value if reasonably available; or a store credit maybe issued to the value of the goods to be used within twelve months of the date of original purchase.

We aim to process any requests for repairs, replacements or refunds within 30 days of having received them.

Last Updated: 12/06/2024