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Politique de remboursement

RETURN & REFUND POLICY

Last Updated: February 10, 2026

30-DAY RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We can only refund to your original payment method used to purchase your items.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

INITIATING A RETURN

Required Authorization: You MUST contact us and receive return authorization before sending any items back. Returns sent without prior authorization will be refused and shipped back to you at your expense.

To request authorization, email info@onthegrow.net with:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos if claiming defect or damage

Once authorized, items must be sent to: 709 West Rusk Street, Ste B - 908 Rockwall, TX 75087

MERCHANT ERROR VS. CUSTOMER ERROR

We distinguish between merchant errors and customer errors to determine eligibility and applicable fees.

MERCHANT ERROR:

  • Item arrived clearly damaged or defective
  • Item clearly does not match the product description or specifications

CUSTOMER ERROR (Subject to Restocking Fee & Shipping Deductions):

  • You ordered the wrong item or variant
  • You did not read the complete product description before purchasing
  • You assumed something was included that was not listed in the product description
  • You did not review your cart before checkout
  • You did not verify your order confirmation email
  • You claim "the photo showed" something that was not described in the written product description
  • You expected additional items not listed in the product title or description
  • You misunderstood what was included despite clear written descriptions
  • You changed your mind after delivery
  • You decided you wanted a different product after receiving your order

PRODUCT DESCRIPTIONS & PHOTOS

If there is any discrepancy between what a photo appears to show and what the written product description states, the WRITTEN DESCRIPTION is the binding description of what is included in your purchase.

Product pages may contain reference photos showing:

  • Individual components that are sold as a set
  • Different product variants available on the same page
  • Usage examples that may include items from multiple listings
  • Comparison images showing related products
  • Microgreens, plants, or seeds growing on or in the product to demonstrate usage only

You are responsible for reading the product title, description, and selected variant before purchasing.

Customer Responsibility to Ask Questions Before Purchase: If you are uncertain, confused, or have questions about what is included in a product listing, you must contact us at info@onthegrow.net BEFORE placing your order.

We respond to pre-purchase questions within 1-3 business days. Once you complete checkout, you are confirming:

  • You read and understood the product description
  • You reviewed your cart contents
  • You verified your order confirmation
  • You are purchasing exactly what is described, not what you assumed

RESTOCKING FEES & RETURN SHIPPING COSTS

All returns of functional, as-described products are subject to:

  • 15% restocking fee (non-negotiable)
  • Deduction of return shipping costs from your refund
  • Deduction of original shipping costs if "Free Shipping" was used

Example: If you purchased $100 in products with free shipping, and return them:

  • Original shipping cost we paid: $15
  • Return shipping cost: $10
  • 15% restocking fee: $15
  • Your refund: $100 - $15 - $10 - $15 = $60

These fees are non-negotiable for returns of functional products and are necessary to cover our processing, inspection, and shipping costs.

Defective Products: If we determine a product is genuinely defective (not functioning as described due to manufacturing defect or damage in transit), you will receive a full refund including all shipping costs, with no restocking fee.

DEFECTIVE VS. FUNCTIONAL PRODUCTS

A product is considered defective only if:

  • It arrives damaged during shipping
  • It is missing parts or components that were advertised as included
  • It has manufacturing defects that prevent it from functioning as described
  • It does not match the product description or specifications listed on our website

A product is NOT considered defective if:

  • You are unable to achieve desired growing results (results depend on environmental factors, technique, water quality, and other variables - see Terms of Service Section 21)
  • You did not follow the provided instructions, recommendations, or best practices
  • The product functions as described but does not meet your expectations
  • You changed your mind about the purchase
  • You purchased the wrong item for your needs
  • Environmental factors (water quality, temperature, humidity, lighting) affected your results

Evidence Requirements for Defect Claims: If you believe a product is defective, you must contact us at info@onthegrow.net BEFORE using the product extensively and provide:

  • Clear photos or video showing the claimed defect
  • Description of the issue
  • Proof of purchase
  • Evidence that you followed all provided instructions

We reserve the right to request additional information, photos, or video to assess defect claims. We may also require you to attempt basic troubleshooting steps before approving a return.

For growing-related products, you must contact us within 7 days of receiving your order if you believe there is a defect. Once products have been used for one or multiple growing cycles or exposed to repeated water/moisture, we cannot accept returns for hygiene and quality control reasons.

RETURN INSPECTION PROCESS

All returned items will be inspected upon arrival at our facility. We will verify:

  • Product condition matches your return claim
  • Product is unused and in original packaging (if claiming defect before use)
  • All parts and accessories are included
  • Product shows no signs of water damage, growing use, or misuse
  • Product functions as described

If inspection reveals:

  • The product functions properly and is not defective: Full restocking fees and shipping deductions apply
  • The product shows use beyond testing: Return may be refused; item shipped back at your expense
  • The return claim was inaccurate or made in bad faith: We reserve the right to refuse the return and/or ban the customer from future purchases

Inspection results are final and at our sole discretion. Refunds are issued only after inspection is complete and the return is approved.

NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Digital products (eBooks, PDFs, course access, downloads)
  • Items that have been in contact with water, soil, seeds, or growing medium
  • Items used for one or more growing cycles or testing
  • Items returned without original packaging, instructions, or accessories
  • Items purchased more than 30 days ago
  • Items claimed as "defective" without supporting photo/video evidence
  • Items where the customer did not contact us before attempting to return
  • Clearance items marked "Final Sale"
  • Gift cards
  • Custom or special orders
  • Items specifically marked "non-returnable" on the product page

Microgreen Masterclass Course: Refunds are only available if you have not accessed content beyond the two locked introductory modules (Course Overview and Important Disclaimers). Once you access any other content, the sale is final. If refunded, course and community access will be immediately revoked.

REFUSAL OF RETURNS

We reserve the right to refuse returns when:

  • The customer received exactly what was described and confirmed in their order
  • The claim of "confusion" is contradicted by clear product descriptions
  • The claim of "it doesn't work for microgreens or growing" is contradicted by clear photos, videos, and other customer reviews
  • The customer did not contact us with questions before purchasing despite claiming uncertainty
  • The customer did not contact us immediately after placing the order when realizing there might be an issue
  • The return appears to be buyer's remorse disguised as merchant error
  • The return appears to be an attempt to obtain free product or discount disguised as merchant error

CHARGEBACK ABUSE & FRAUDULENT CLAIMS

If you initiate a chargeback or dispute with your credit card company for a product that:

  • Was delivered as described
  • Functions properly
  • Meets all listed specifications
  • Is not genuinely defective
  • Is a digital product

This will be considered chargeback abuse. We will:

  • Provide evidence to your credit card company that the product was as described
  • Permanently ban you from making future purchases
  • Report the fraudulent chargeback to payment processors
  • Pursue legal remedies if necessary

If you have a legitimate issue with your order, contact us first at info@onthegrow.net so we can resolve it directly. We are committed to resolving genuine problems, but we will vigorously defend against fraudulent claims.

EXCHANGES

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, you will be refunded minus any applicable return fees. You may then make a separate purchase for the new item.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

EUROPEAN UNION 14-DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

REFUND PROCESSING

Once your item arrives at our warehouse, we will process the return within 4 business days. We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@onthegrow.net.

CONTACT

You can contact us for any return questions at info@onthegrow.net.

Response Time:

  • Priority customer service issues (order problems, returns, refunds): 1-3 business days
  • General inquiries: 1-2 weeks or longer

TRADEMARK NOTICE

On The Grow, LLC owns federal trademark registrations for "ON THE GROW" (U.S. Reg. Nos. 97813467, 97811064, 90398972, 90159779, and others) covering microgreens, agricultural products, retail services, and educational services.

This Return Policy applies only to products purchased from On The Grow, LLC through our official channels (www.onthegrow.net and authorized retailers).

We are not responsible for returns, refunds, or product issues from unauthorized sellers using our trademarked name. If you purchased from someone other than our official channels, contact that seller directly.

To verify an authorized seller or report trademark infringement, email info@onthegrow.net.