Refund Policy & Limited Warranty
Your complete satisfaction is our goal.
If you experience any issues with your LUSH product our customer experience team is here to help!
Standard Refund Policy
LUSHPLANT offers a money back guarantee for all orders placed on the LUSHPLANT.com, LUSHPLANT.ca or any other LUSH controlled retail website or online store (“LUSH website(s)”) that are initiated within Two (2) business days of when your order is placed. After 2 business days we will have begun the fulfillment of your order which may include the sourcing and purchase of various materials and components, logistics, labour, administration and other costs that are a part of the manufacturing and fulfillment process to fulfill your order and so cancellation anytime after your two (2) business days cancellation period but prior to our shipping you your unit will result in a minimum 35% restocking fee. Please keep this in mind when ordering.
In order to cancel your order, you must inform us by sending a notice to firstname.lastname@example.org
including your order # and proof of purchase.
IF you purchase your LUSH Product on a LUSH website and your unit is not working properly your purchase is governed by our Limited Warranty — please see below.
IF you purchased your LUSH Product through one of our retail partners, please consult the retailer’s return policy or contact your point of sale to initiate a return. We cannot accept returns for devices purchased directly from our retail partners.
To initiate a Warranty Claim:
PRIOR TO SHIPPING ANYTHING BACK TO US please email us at email@example.com and include the following information:
- Your name;
- Your shipping address;
- Your phone number and best time to contact you (including time zone);
- The purchase date
- The delivery date.
- Your order number;
- Your method of payment;
- The product(s) you are experiencing issues with; and
- Details, images of the issue, etc. (we always welcome feedback)
We will then provide you with a Warranty Merchandise Authorization (WMA) number as well as next step instructions which will be at our sole discretion.
DO NOT ship your device back containing any trace of contraband or illicit substances, doing so will immediately void your Warranty and any claims you may have and your device will be destroyed so as to comply with federal regulations.
For cases approved under Warranty, shipping back the items must include ALL original packaging, products, parts, documentation and accessories in undamaged, like new condition.
The customer will pay the cost of return shipment to us. We will pay the cost of shipping the replacement parts or products to you.
Once your order is ready to ship you will be notified and receive your confirmation of shipment it will include a tracking # which will allow you to accurately track the exact delivery time of your shipment – this can be handled directly with the shipping service once shipped.
Shipping address must match that of the billing address OR we may contact you to verify your shipping address with additional documentation, this policy is to protect you and our company in our best efforts to eliminate any logistical/order irregularities.
The person named on the order must sign for receipt at time of delivery OR the product may be either held by the shipping company for a second attempt to deliver OR it may be returned to us for which a second shipping attempt to you may be required. Any additional costs for storage, second shipping or fees from the shipping service will be at your sole expense and required to be handled directly between you and the shipping service.
**Please note all fulfillment and shipping delivery estimates you receive in communications from us are our best estimates and are subject to change. Final pricing will be confirmed at check out and timelines communicated via email.
Shipping and Taxes will be applied at Checkout.
Customer is responsible for Customs & Duties (paid directly to your agency).
Please note that we are constantly innovating and improving the designs and features of our products. As such, your unit may differ aesthetically from the product images/description on the product page.
If you notice any issues with your LUSH product please let us know ASAP so we can fix it as quickly as possible. Under our warranty policy (the “Warranty”), we will replace any part of a LUSH manufactured unit that fails within 1 year of delivery, excluding Consumable (pH, EC, humidity, CO2, Air & Water Temperature sensors, Air Filters and Fans have a 6 month warranty which is in line with their life cycle). IF you exercised your option to purchase LUSH Extended Warranty then you have (2) years of extended warranty from date of delivery of your LUSH manufactured product(s) against manufacturer’s defects (again this excludes Consumables which come with a 6 month warranty from date of delivery).
We do not directly warranty accessories, upgrades, add-ons and/or third party consumables ie: Filters and Nutrients or the lighting those can be handled directly with our product partners.
Pursuant to our Warranty, we promise that your LUSH product will be free from manufacturing defects at the time of shipping, including all components for 1 year (except for the Consumables, which are guaranteed for 6 months). At our sole election, we will repair or replace failing components or make a pro rata refund of the initial purchase price for the defective portion of the LUSH product.
Unfortunately we cannot honor this Warranty in any of the following scenarios:
1) You have modified your LUSH Product in any way.
2) You have not taken proper care of your LUSH product. Best practices and proper care instructions
can be found in your user manuals provided with your purchase.
3) You are using a LUSH product for a purpose other than it was intended.
4) You are connecting your LUSH product to unauthorized third party peripherals
5) You are using your LUSH Product in an illegal manner.
All Warranty decisions are made by us at our sole discretion.
Please see below for additional terms and conditions of the Warranty.
THIS LIMITED WARRANTY CONTAINS IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS THAT MAY APPLY TO YOU.
LUSH PLANT (“LUSH,” “we,” “our” or “us”) warrants to the owner of the product purchased (“Product”) from ourselves, partners, distributors, resellers or affiliates and was shipped from our warehouse will be free from defects in materials and workmanship for a period of one (1) year from the date of delivery following the original retail purchase (the “Warranty Period”). If the Product fails to conform to this Warranty during the Warranty Period, we will, at our sole discretion, either (a) repair or replace any defective Product or component; or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product. Repair or replacement may be made with a new or refurbished product or components, at our sole discretion. If the Product or a component incorporated within it is no longer available, we may, at our sole discretion, replace the Product with a similar product of similar function. This is your sole and exclusive remedy provided by this Limited Warranty. Any Product that has either been repaired or replaced under this Warranty will be covered by the terms of this Warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired Product or replacement Product, or (b) the remaining Warranty Period. This Limited Warranty is transferable from the original purchaser to subsequent owners, but the Warranty Period will not be extended in duration or expanded in coverage for any such transfer.
- WARRANTY CONDITIONS; HOW TO MAKE A CLAIM UNDER THIS LIMITED WARRANTY
Before making a claim under this Warranty, the owner of the Product must (a) contact LUSH at firstname.lastname@example.org during the Warranty Period with a description of the alleged defect, and (b) comply with LUSH’s return shipping instructions. LUSH will have no warranty obligations with respect to a returned Product if it determines, in its reasonable discretion after examination of the returned Product, that the Product is an Ineligible Product (defined below). LUSH will bear all costs of shipping replacement unit to owner.
- WHAT THIS LIMITED WARRANTY DOES NOT COVER
This Limited Warranty does not cover the following Products that have been subject to: (a) modifications, alterations, tampering, or improper maintenance or repairs; (b) handling, storage, installation, testing, or use not in accordance with LUSH documentation; (c) abuse or misuse of the Product; (d) breakdowns, fluctuations, surges or interruptions in electric power or the telecommunications network; or (e) Acts of God, including but not limited to lightning, flood, tornado, earthquake, or hurricane; or (f) Illegal Use of a LUSH Product. Products that meet any of the conditions described in (a) – (f) above are referred to herein as “Ineligible Products.” This Limited Warranty does not cover consumable parts and elements, including batteries, unless damage is due to defects in materials or workmanship of the Product, or nutrients or software (even if packaged or sold with the product). Unauthorized use of the Product can impair the Product’s performance and may invalidate this Limited Warranty.
- DISCLAIMER OF WARRANTIES
EXCEPT AS STATED ABOVE IN THIS LIMITED WARRANTY, AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LUSH AND ITS DISTRIBUTORS, RESELLERS AND AFFILIATES DISCLAIM ALL EXPRESS, IMPLIED, AND STATUTORY WARRANTIES AND CONDITIONS WITH RESPECT TO THE PRODUCT, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LUSH ALSO LIMITS THE DURATION OF ANY APPLICABLE IMPLIED WARRANTIES OR CONDITIONS TO THE DURATION OF THIS LIMITED WARRANTY. USE OF THE PRODUCT IS AT YOUR OWN RISK. YOU TAKE FULL AND SOLE RESPONSIBILITY TO ENSURE YOUR USE OF LUSH PRODUCTS AND SERVICES ARE DONE SO IN ACCORDANCE TO THE RULES AND LAWS OF YOUR CITY, STATE, PROVINCE AND COUNTRY. YOU AGREE TO INDEMNIFY, PROTECT, DEFEND AND HOLD HARMLESS LUSH AND ITS AFFILIATES FROM ANY CLAIMS THAT MAY ARISE FROM YOUR USE OF LUSH PRODUCTS. THE PRODUCT IS NOT INTENDED OR DESIGNED TO MONITOR ANY INDIVIDUAL’S SAFETY OR HEALTH AND IS NOT A SUBSTITUTE FOR PROPER CARE AND SUPERVISION OF CHILDREN, THE ELDERLY, OR ANY OTHER INDIVIDUAL.
- LIMITATION OF DAMAGES
IN ADDITION TO THE ABOVE WARRANTY DISCLAIMERS, IN NO EVENT WILL LUSH AND/OR ITS DISTRIBUTORS, RESELLERS AND AFFILIATES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR SPECIAL DAMAGES, INCLUDING ANY DAMAGES FOR LOST DATA OR LOST PROFITS, ARISING FROM OR RELATING TO THIS LIMITED WARRANTY OR THE PRODUCT, AND LUSH’S TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATED TO THIS LIMITED WARRANTY OR THE PRODUCT WILL NOT EXCEED THE AMOUNT ACTUALLY PAID FOR THE PRODUCT BY THE ORIGINAL PURCHASER LESS SHIPPING.
- APPLICABLE LAW; CLASS ACTION WAIVER
This Warranty shall be deemed to have been made in, and shall be construed in accordance with, the laws of the Province of Ontario, Canada and its validity, construction, interpretation and legal effect shall be governed by the laws of the Province of Ontario applicable to contracts entered into and performed entirely therein. You and LUSH agree that the province and federal courts located in Toronto, Ontario, Canada shall have sole and exclusive jurisdiction to adjudicate any dispute that may arise under this Agreement. You and LUSH consent to venue, service of process and personal jurisdiction in the province and federal courts located in Toronto, Ontario, Canada for purpose of adjudicating disputes arising under this Agreement. You and LUSH waive any defense of inconvenient forum to the maintenance of any action or proceeding so brought and waives any bond, surety, or other security that might be required of any other party with respect thereto.
YOU WAIVE YOUR RIGHT TO PARTICIPATE IN ANY CLASS ACTION ARISING FROM OR RELATED TO THE WARRANTY OR USE OF THIS PRODUCT.
ALL CLAIMS AND DISPUTES ARISING FROM OR RELATED TO THE WARRANTY MUST BE ADJUDICATED ON AN INDIVIDUAL BASIS AND NOT ON A CLASS BASIS, AND CLAIMS OF MORE THAN ONE CUSTOMER OR USER CANNOT BE ADJUDICATED JOINTLY OR CONSOLIDATED WITH THOSE OF ANY OTHER CUSTOMER OR USER.
- YOUR RIGHTS AND THIS LIMITED WARRANTY
This Limited Warranty gives you specific legal rights. You may also have other legal rights that vary by state, province, or jurisdiction. Likewise, some of the limitations in this Limited Warranty may not apply in certain provinces, states, countries. The terms of this Limited Warranty will apply to the extent permitted by applicable law. For a full description of your legal rights you should refer to the laws applicable in your jurisdiction and you may wish to contact a relevant consumer advisory service.
Your privacy is paramount and protected. You can rest assured knowing we do not sell your contact information. For any additional inquiries, feel free to contact us.
You are responsible to use our products in a legal manner in line with the rules, by-laws and legislation for your city/town, province/state/territory and country. LUSH, its partners, subsidiaries and affiliates, are not responsible for any misuse, abuse or damages caused by improper or illegal use of our products.
For members of our Reseller or Affiliate Programs
Any unauthorized use of our or our partners brand, trademarks, info or images may result in termination of your Agreement, cease-and-desist notification, and/or legal action as deemed appropriate at the sole discretion of the Company.
Email us at email@example.com