Refund policy

Return & Refund Policy

At Central Hydroponics, we want you to shop with confidence. This policy explains how returns, exchanges, and refunds work, and how everything operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or replaces those rights.

You are entitled to a remedy if a product:

- is faulty or not of acceptable quality;
- is not fit for its intended purpose;
- does not match its description or sample; or
- has a defect you could not have known about at the time of purchase.

The remedy depends on whether the problem is **major** or **minor**:

-Major failure  — you can choose a **refund, replacement, or compensation** for the drop in value.
-Minor failure** — we will repair, replace, or refund the item, and we may choose which of these to provide within a reasonable time.

These guarantees apply regardless of any other term in this policy.

Before you return anything

Please **contact us first** at **centralhydroponics@outlook.com** with your order number and the reason for the return. Do not send items back without contacting us — returns sent without prior authorisation may be delayed or unable to be processed. We'll confirm whether your return is eligible and give you the correct return address and instructions.

Change-of-mind returns

If you've simply changed your mind, we're happy to help within limits. The ACL does not require change-of-mind refunds, but as a goodwill policy we accept them when all of the following apply:

- You contact us within **30 days** of receiving your order.
- The item is **unused, unopened, and in its original, resalable packaging**, with any tags or seals intact.
- You provide **proof of purchase** (order number or receipt).

For approved change-of-mind returns:

- A **15% restocking fee** applies.
- You pay the return postage, and the original shipping cost is non-refundable.
- We recommend using a **tracked** service — we can't process a return for an item that doesn't reach us.

Items excluded from change-of-mind returns

For health, safety, and resale reasons — and in line with standard hydroponics-industry practice — the following are **not eligible for change-of-mind returns** (but remain fully covered by the ACL if faulty or not as described):

- Nutrients, additives, and liquid solutions
- Growing media (coco, perlite, rockwool, etc.)
- Opened or used pH/EC meters and consumable test solutions
- Used or installed lamps, bulbs, and lighting
- Special-order or custom-cut items
- Clearance / final-sale items

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged in transit, or not as ordered:

- Contact us within **7 days** of delivery at **centralhydroponics@outlook.com** with your order number and clear photos.
- Keep the item and all packaging until your claim is resolved.
- For genuine faults or our errors, **we cover return postage** (or arrange collection) and provide a **repair, replacement, or refund** in line with your ACL rights.

Exchanges

The fastest way to exchange an item is to return the eligible original (following the steps above) and place a new order for the replacement. If you'd like help arranging an exchange, contact us and we'll do our best to make it smooth. Price differences are payable or refundable as applicable.

How refunds are processed

- Approved refunds are issued to your **original payment method**.
- Refunds are typically processed within **2–5 business days** of us receiving and inspecting the returned item, though your bank may take additional time to show the funds.
- We refund the product price (less any applicable restocking fee for change-of-mind returns). Original shipping is refunded only where the return relates to a fault or our error.

Condition of returned goods & return risk

All returned goods must arrive in the condition agreed when your return was approved. If a change-of-mind item arrives used, damaged, or missing parts/packaging, we may decline the return or apply an additional deduction. Until a returned item reaches us, it remains your responsibility — please use a tracked, well-packaged service.

Non-refundable situations

Refunds will generally not be provided where:

- The item is excluded from change-of-mind returns (see above) and there is no fault.
- The return is requested after the 30-day change-of-mind window (this does not affect ACL rights for faulty goods).
- The returned product fails our quality check (used, damaged, or missing parts) for a change-of-mind return.

These limits do **not** apply to faulty goods — your ACL rights always apply.

Orders cancelled by us

If we can't fulfil your order — for example, an item is out of stock, the listing contained an error, or we can't ship to your location — we'll contact you and offer an alternative or a **full refund**.

Contact

**Central Hydroponics Pty Ltd**
Email: centralhydroponics@outlook.com
Phone: +61 483 757 701
ABN: 46 693 612 789

If you're unhappy with how we've handled a refund, you can contact your state or territory consumer protection agency, or the ACCC at accc.gov.au.

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*Last updated: 21/06/2026