Refund policy
REFUND & RETURNS POLICY
Growers Hub
Last updated: April 28, 2026
YOUR STATUTORY RIGHTS
Nothing in this policy limits or excludes any rights or remedies you have under the New Zealand Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986. These rights apply regardless of anything stated to the contrary in this policy.
Under the CGA, goods must be of acceptable quality, fit for purpose, and as described. If goods fail to meet these guarantees, you are entitled to a remedy — repair, replacement, or refund — depending on the nature and severity of the failure. These rights are in addition to any manufacturer warranty and cannot be taken away by this policy.
DAMAGES AND FAULTY ITEMS
Please inspect your order as soon as you receive it. If your item is defective, damaged, or incorrect, please contact us immediately — ideally within 24 hours of receipt — at Sales@growershub.co.nz. Please include photographs of the issue when you get in touch.
We will evaluate the issue promptly and work to get it resolved as quickly as possible. Where a product is faulty or not as described, your rights under the Consumer Guarantees Act 1993 apply in full:
- For a minor failure: we may repair the item, replace it, or provide a refund — at our election.
- For a significant failure (one you would not have bought had you known about it, or one that cannot be remedied within a reasonable time): you may choose to reject the goods and receive a full refund or replacement, or keep the goods and seek compensation for the reduction in value.
You are not required to return a faulty item at your own cost. Where a fault is confirmed, we will arrange or cover return shipping.
Note: While we encourage you to contact us within 24 hours of receiving a damaged or incorrect order to help us resolve issues efficiently, your statutory rights under the CGA are not limited to this timeframe. The CGA applies for a reasonable period depending on the nature of the goods.
CHANGE OF MIND RETURNS
We understand that sometimes a purchase doesn't work out. We are happy to accept change of mind returns subject to the following conditions:
- The item must be in the same condition as when you received it — unused, undamaged, and in its original packaging.
- You must have proof of purchase (receipt or order confirmation).
- Return shipping costs are at your expense unless otherwise agreed in advance.
- Items sent back without first requesting a return will not be accepted.
To initiate a return, please contact us at Sales@growershub.co.nz. If your return is accepted, we will send you instructions on how and where to send your package.
Once we receive and inspect the returned item, we will notify you whether the return has been approved. If approved, a refund will be issued to your original payment method. Please allow some time for your bank or card provider to process the refund.
Restocking fees
Change of mind returns may be subject to the following restocking fees:
- Item returned in original packaging: 10% restocking fee
- Item returned without original packaging: 20% restocking fee
We reserve the right to decline a change of mind return where items do not meet the above conditions, or to offer store credit at our discretion.
NON-RETURNABLE ITEMS
The following items are not eligible for change of mind returns:
- Sale items
- Gift cards
- Custom cut items (such as tubing or reflective films cut to a specified length)
- Special order items ordered specifically for you
Please note: even for non-returnable items, your rights under the Consumer Guarantees Act 1993 still apply in full if a product is faulty, not as described, or otherwise fails to meet the statutory guarantees. The above exclusions apply to change of mind returns only.
If you have questions about whether your item qualifies for a return, please contact us at Sales@growershub.co.nz before purchasing.
COURIER AND FREIGHT CONDITIONS
To minimise the possibility of theft or misdelivery, we recommend that someone be available at the delivery address when your order is expected to arrive. Tracking information will be provided for all online orders and will be sent on the day of dispatch via email.
If your order has not arrived within 5 working days of the date of dispatch, please contact us at Sales@growershub.co.nz as soon as possible so we can investigate with the courier.
P.O. Box deliveries: Deliveries to P.O. Box addresses will generally take longer than standard deliveries. We are unable to commit to specific timeframes for P.O. Box deliveries, and we recommend using a physical address where possible.
Lost or undelivered parcels:
If your order is marked as undelivered or is confirmed lost by the courier, please contact us and we will work with the courier to investigate and resolve the situation.
Once a parcel has been marked as delivered by the courier — supported by GPS tracking confirmation, a delivery photograph, or a recipient signature — delivery is considered complete and responsibility for the goods passes to you. In these circumstances, Growers Hub and the courier are not liable for any subsequent loss, theft, or claim of non-receipt. If you believe a delivered parcel has been stolen after delivery, we recommend contacting NZ Police.
To reduce the risk of theft or misdelivery, we strongly recommend ensuring someone is available to receive your order, or providing a safe and secure delivery location at checkout.
WARRANTIES
All products sold by Growers Hub come with any manufacturer's warranty provided by the manufacturer or importer of that product. Manufacturer warranty terms vary by product — please refer to the documentation supplied with your product or contact us for details.
In addition to any manufacturer warranty, your rights under the Consumer Guarantees Act 1993 apply independently and cannot be excluded or limited by a manufacturer's warranty terms.
Warranty claims — general conditions:
- All warranties apply to the original purchaser only and are non-transferable.
- Proof of purchase must be provided at the time of any warranty claim.
- Warranty claims must be assessed and approved by the manufacturer or an authorised representative of the manufacturer.
Our role in warranty claims:
We will assist you in lodging warranty claims with the relevant manufacturer or authorised representative. However, where a warranty claim is assessed and declined by the manufacturer, Growers Hub is not liable for repair or replacement under the terms of that manufacturer's warranty.
This does not affect your rights under the Consumer Guarantees Act 1993. If a product fails to meet the CGA guarantees of acceptable quality or durability, you may have remedies directly against Growers Hub as the retailer, regardless of the outcome of a manufacturer warranty claim.
Limitation of liability (warranty claims):
To the extent permitted by the Consumer Guarantees Act 1993, our liability in connection with a warranty claim is limited to the purchase price paid for the product. This limitation does not apply where the CGA provides you with broader remedies, or where loss arises from our negligence or breach of a statutory obligation.
CONTACT US
For all returns, warranty or delivery queries, please contact us at:
Growers Hub
89 Ellice Road, Unit 6a
Wairau Valley
Auckland 0629
New Zealand
Email: Sales@growershub.co.nz
Phone: 09 948 3474
