Returns, refunds & shipping

01 Plain-English summary

If something arrives broken, I fix it. If a physical kit isn't what you wanted, send it back within 30 days unused for a refund. If you're not happy with how a kit performs in the first 90 days, talk to me — I'll make it right. Digital downloads aren't refundable once accessed, but if there's a real problem with the files, I'll fix that too.

02 Shipping timelines

Every physical product is hand-packed by me in Woodstock, GA. Realistic timelines:

• Order received — Stripe confirms payment, I get a notification.
• Pack & ship: 1-5 business days. Kits sometimes take 3-5 because I print parts on demand if stock is low.
• USPS Ground transit: 5-8 business days within the continental US.
• USPS Priority transit: 2-3 business days.

Total from order to delivery: usually 6-13 days for Ground, 3-8 days for Priority. I'll email you when it ships with a tracking number.

I don't ship internationally yet. Email me if you're outside the US and we can talk about a custom quote.

03 Shipping methods & costs

Shipping is calculated at checkout. Bulk orders (5+ towers) or oversized custom builds may have different shipping costs — I'll quote them individually.

04 Tracking

You'll receive a shipping confirmation email with a USPS tracking number once your order leaves the workshop. Tracking usually updates within 24 hours of pickup.

05 Damaged in transit

If your package arrives damaged or any part inside is broken:

• Take photos of the outer box and the damaged item within 48 hours of delivery.
• Email sales@customhydroponicsolutions.com with your order number and the photos.
• I'll ship replacement parts at no charge, or issue a full refund — your choice.

Save the original packaging until we've resolved the issue. USPS occasionally requires it for insurance claims.

06 Lost or stolen packages

If tracking shows your package as delivered but you don't have it:

1. Check with neighbors, your front desk, and your mailroom.
2. Wait 24 hours — USPS sometimes scans "delivered" before the actual delivery.
3. If still missing, email me. I'll open a USPS investigation and we'll work out a replacement or refund based on the outcome.

For high-value orders ($150+), consider USPS Priority for signature confirmation.

07 Returns — physical products

You may return unused, resalable physical products within 30 days of delivery for a refund of the product price.

What's eligible:

• Tower kits in unused condition with all original parts.
• Standalone pumps, unused, in original packaging.
• Grow pods (50-pack), unopened.
• Accessories, unused.

What's NOT eligible for return:

• Custom-built or commissioned towers — non-returnable once production has started.
• Used items showing signs of installation, water contact, or plant residue.
• Coaching calls — non-refundable once scheduled.
• Digital products — see Section 10.

How to return:

1. Email sales@customhydroponicsolutions.com with your order number and reason.
2. I'll send you a return address. (No restocking fees, but you cover return shipping unless the item was defective.)
3. Ship the item back with tracking. I recommend insuring shipments over $50.
4. Once I receive and inspect the return, I'll refund the product price within 5 business days.

08 Refund processing

Refunds are issued to the original payment method via Stripe. Once issued from my end, expect the money to appear in your account in 5-10 business days — the timing depends on your bank, not me. Stripe will email you a confirmation when the refund is issued.

Original shipping is refunded only if the return was due to my error (wrong item, defective product). Otherwise the original shipping charge stays.

09 Exchanges

Want to swap one tower size for another? Email me before shipping the return — I'll often do exchanges with just the cost difference (plus any return shipping) rather than a full refund-and-rebuy cycle.

10 Digital products (PDF guides & STL files)

Digital products are non-refundable once the download link has been accessed. This is industry standard because digital files can be copied infinitely and there's no way to "return" them.

Exceptions where I will refund:

• The download link is broken or never delivered and I can't fix it.
• The files are corrupted or substantially different from what's advertised.
• You purchased by mistake and have not accessed the download link.

Email me within 14 days with the issue and your order number. If there's a real problem with the files, my first move is always to fix the files, not just refund.

11 Custom & commercial orders

Custom-built towers and commercial bulk orders follow a different process:

• I provide a written quote and timeline before starting.
• A 50% deposit is required to begin production.
• The deposit becomes non-refundable once I've purchased materials on your behalf (usually within 48-72 hours of order confirmation).
• The remaining balance is due before shipping.
• Custom items are non-returnable except in case of manufacturing defect.

12 Warranty claims

Pumps: 12-month limited warranty. Tower 3D-printed parts: 60-day warranty. To make a warranty claim:

1. Email sales@customhydroponicsolutions.com with your order number, what failed, and photos/video of the issue.
2. I'll determine if it's a covered defect (most of the time it is).
3. Replacement parts ship free; whole-product replacements may require returning the original.

Warranty does NOT cover damage from misuse, accidents, exposure to temperatures above 70°C / 158°F, electrical surges, freezing, or modification. See Terms §11 for full warranty terms.

13 90-day satisfaction guarantee (physical kits)

If you bought a tower kit and 90 days in you're still not happy with how it's performing — email me before you give up on it. Nine times out of ten the issue is a quick fix (pump priming, nutrient mix, light level). But if I can't make it work, I'll offer either:

• A full refund (you keep the kit), or
• A free replacement with a different tower size.

This applies to the original buyer only and to physical kits only. One claim per order. The point of the guarantee is to remove the "what if I hate it" risk for buyers, not to enable repeated returns.

14 Contact

All returns, refunds, and shipping questions:

• Email: sales@customhydroponicsolutions.com
• Include your order number and a clear description of the issue. Photos help a lot.
• Typical response time: same business day, often within hours.