Warranty, Returns, Cancellation
Warranty & Return Information:
Return Procedure:For items that need to be returned (and qualify), you must fill out an RMA Request Form within your account profile. Please include explanation. Our processing department will issue you a return merchandise authorization (RMA) number to include with your return. They will also send return instructions, including shipping information. To begin the return process, log into your account, and select "My Returns" from the left sidebar of your account page. From there you will find a button to create a return on the right side of your screen. You can also reach out to [email protected]
All return must be pre-authorized:Items will be deemed abandoned if we are not contacted within 30 days.
We photo package contents prior to shipping. If something is missing please let us know so we can check our records & confirm the contents. If your package has a purple card inside you have a split shipment or a back ordered item.
30-day warranty return policy on most items purchased through our website or retail store, for store credit, (after 30 days the warranty exists through the manufacturer), with the following exceptions:
Special Order items may or may not be returnable. If they are, they will be subject to a restocking fee of between 20%-30%, assuming they are in new condition and unopened. The manufacturer warranty, however, will still apply and the item will still be repaired or replaced if there is an issue during the warranty period. If an item is considered a Special Order item, the return policy is different depending on the product. Please contact us for more information on Special Order Items (usually includes any product shipped by freight or drop shipped by manufacturer) We encourage customers to contact us to find out the exact return policy on these items before purchasing them to avoid any potential problems that may occur. Used Trimmers and trimming products may not be returned at any time. Manufacture warranties can be used if the product is defective.
Some items are too large to ship via FedEx, UPS or USPS and must be shipped on a truck. Please be aware that Monster Gardens will not refund shipping charges on items. If there is an “approved” return of a freighted item, it is the customer’s responsibility to pay return shipping. These charges may be substantial when using a trucking company, so we encourage customers to consider this when ordering such items.
- Returns for store credit can only be made within 30 days of receiving your product(s).
- Exchanges can only be made within 30 days of receiving your product(s), be in resalable / new condition; restocking fees may still apply.
- Merchandise must have not been damaged in freight transit.
- Items flagged as special-order or SPO on our site will not be accepted for returns unless defective.
- Any liquid nutrient, enhancer, or other additive that has a broken seal or that may have been altered or tampered with will not be eligible for return.
- Grow Tents are not acceptable for return.
- Trimming machines, extraction bags, pressing machines, hydroponic systems, are not acceptable for return.
Unopened Items:If the item is unopened and undamaged, and qualifies for a return, you will receive a store credit voucher, minus a restocking fee of 15-20% and any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may also be subject to a restocking fee. A pre-authorized return will qualify for store credit redeemable through the website toward a future purchase(s).
Non-Defective Items That Have Been Opened and/or Used:Because of the nature of our products, we cannot accept returns of opened/used items (if you have decided you no longer need it). We do not sell or resell opened or used items. All sales are final.
Undeliverable Packages:Packages returned to us by a shipping company as undeliverable will be refunded less the cost of shipping. The return may also be subject to a restocking fee and/or handling fee. Every attempt is made to reach the customer regarding the delivery before it is returned to us as undeliverable.
Trimming and Extraction Machines and Products:Used trimming and/or extraction machines and products cannot be returned for any reason. Any warranty issue arising on a used trimming and/or extraction product must be submitted directly to the manufacturer. We do not guarantee performance of trimmers, pressing devices, pruners, tumblers or extraction bags. Lack of performance WILL NOT qualify the product for a return.
We do not identify the use of these machines as these are experimental products. We do not endorse any manufacturer statements or claims pertaining to trimmers, pressing devices, pruners, tumblers or extraction bags.
Defective Items:During the 30-day return period, any defective items will be handled by Monster Gardens. We may use the manufacture for the returns process at our discretion at any time. After the 30-day return period, refer to the manufacturer's warranty (with certain products we will allow returns past the 30 day period). In an effort to provide its customers with the highest degree of customer service, Monster Gardens may, at its discretion, honor the manufacturer's warranty after the 30-day return period, however, you will be responsible for shipping and handling fees. If an item is returned to Monster Gardens as defective, and it is determined that there was nothing wrong with the product, you will be responsible for any shipping and handling fees incurred. This will also be the case if anything has been done to the product to void the warranty (in which, the item will be returned to you).
Broken Bulbs/Glass:Monster Gardens does not accept returns on bulbs or other glass products in which the glass has been cracked or otherwise broken. If you feel the glass was damaged during transit, please refer to the "Items Damaged Upon Arrival" section. (damaged items are the responsibility of the shipping company)
Items Damaged Upon Arrival:If you suspect that items were damaged during shipping, inform the driver or simply tell the driver that you are refusing the package because it has been damaged. Damages that occur during shipping are the responsibility of the shipping company, but we will be happy to help expedite the matter and get you replacement items ASAP. A replacement will not be granted until either we, or the shipping company, have had a chance to physically verify the broken item. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability. We will need your phone number to schedule the pickup of the broken item.
International Customers:All shipping charges, customs, duties and taxes are the responsibility of the customer whether or not the item is warrantable. These fees will also apply to any shipment of a replacement or repaired item sent back to you. These are not fees that Monster Gardens imposes nor are they fees we can absorb due to our low pricing, please consider this when placing your order. There is an additional cost for shipping outside the USA. Please contact us for this cost. All International Sales are Final! We do not accept liability for manufacture warranties, these must be submitted directly to the manufacturer. We are not liable for problems arising in customs which make the product undeliverable. Please buy at your own risk.
All orders are automatically processed on our secure merchant processor and sent for shipment once they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge.
We strictly adhere to the following cancellation policy:
- Orders cancelled within 30 minutes of ordering will not be charged a cancellation fee.
- If you cancel your order BEFORE it has been shipped, you will be assessed a 5% cancellation fee, minimum $10, before credit is issued.
- If an order has been processed and packed to ship, it may not be possible to cancel that order.
- If an order has been shipped then ALL return fees will be at the customers expense. The original shipping cost will not be refunded. Once the order has shipped the terms of our Returns Policy will take effect. We reserve the right to charge a restocking fee on any canceled order.
- Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.
Policies, item availability, and prices are subject to change without notice. In a continual effort to improve the products we sell, specifications, as well as product images, are subject to change. We are not responsible for any typographical errors or mistakes on this website.