Return and Refund Policy

Last updated: 8 September 2026

We want you to be confident when ordering from MaxGrow. This policy explains how to cancel an online order, return unwanted goods, and obtain help with faulty, damaged or incorrect goods. Nothing in this policy limits your statutory rights.

1. Contact us before returning goods

Email sales@maxgrow.uk or contact us by telephone/WhatsApp on +44 7405 454074. Please include your name, order number, the item concerned and the reason for contacting us. For damage or faults, photographs may help us resolve the issue more quickly.

Please wait for return instructions before sending an item. This helps us identify and process your return, but it does not remove your legal right to cancel by making any clear statement within the applicable period.

2. Cancelling an online order because you changed your mind

If you are a consumer, you normally have the right to cancel an online order without giving a reason from the time the contract is made until 14 days after you, or a person you nominate, receives the goods. If goods from one order arrive separately, the period normally runs from the day the final item is received.

Tell us clearly that you wish to cancel before the 14-day cancellation period ends. You may email, write to us or use WhatsApp. A model cancellation form is included in our Terms and Conditions, but you do not have to use it.

After telling us you wish to cancel, you normally have a further 14 days to return the goods.

3. Condition of unwanted goods

You may inspect goods as you would in a shop to establish their nature, characteristics and functioning. Please return them complete, with accessories, instructions and original packaging where reasonably possible.

We may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to inspect the goods. Missing packaging does not automatically remove your cancellation rights, although damage or unnecessary handling may affect the refund.

4. Exceptions to change-of-mind cancellation

The statutory right to cancel may not apply to:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed; and
• other goods or services excluded by applicable law.

Growing media, substrates, nutrients and clearance or sale items are not automatically excluded. Sale items have the same statutory rights as full-price items. An exception or deduction will be applied only where permitted by law and based on the item’s actual condition.

5. Faulty, damaged, incorrect or not-as-described goods

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged in transit, incorrect or otherwise does not conform to the contract, contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to reject the goods for a refund, or request a repair, replacement or price reduction. A manufacturer’s warranty is additional to, and does not replace, your statutory rights.

Where we are legally responsible, we will provide a suitable return method or reimburse reasonable return costs. Please do not pay for an unusually expensive return service without agreeing it with us first.

6. Return shipping for unwanted goods

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise. Use suitable protective packaging and obtain proof of postage. We recommend a tracked and adequately insured service, particularly for higher-value goods.

If an item cannot normally be returned by post, contact us before arranging transport. If you ask us to arrange collection, we will tell you the cost before booking it; that cost may be deducted from your refund where the law allows.

7. Refund amount

For an eligible cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, we do not have to refund the additional amount above standard delivery.

We do not refund the customer’s own change-of-mind return-postage cost unless we agreed to do so. Where goods are faulty, damaged, incorrect or not as described, your statutory remedies and reasonable return costs are not affected.

Discounts will be reflected in the refund. If a promotion depended on an order-value threshold and a partial return means the retained order no longer qualifies, we may recalculate the refund where the promotion terms and law allow.

8. Refund timing and payment method

For a change-of-mind cancellation, we will issue the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you returned them. We may withhold the refund until then.

If the order is cancelled before goods are dispatched, we will refund without undue delay. Refunds are made to the original payment method unless you expressly agree otherwise, and you will not be charged a refund fee.

After we issue a refund, your bank or payment provider may take additional time to display it. If it has not appeared after 10 working days, contact your payment provider and then email us so we can investigate.

9. Exchanges

For an unwanted item, the quickest option is normally to return it for a refund and place a new order. We may offer an exchange where stock and circumstances allow. For faulty goods, any repair or replacement rights available under consumer law remain unaffected.

10. Return address

MAX GROW LIMITED
22–23 Danes Road, Avenir Works, Unit B
Romford, RM7 0HL
United Kingdom

Please obtain return instructions before posting goods and include your order number inside the parcel. Do not send goods to a manufacturer unless we specifically authorise this.

11. Lost or damaged return parcels

You are responsible for a change-of-mind return until it reaches us, so retain proof of postage. If we provide the return label or collection service for faulty or incorrect goods, responsibility will be determined by applicable law and the agreed return method.

12. Refused or uncollected deliveries

Refusing or failing to collect a parcel does not necessarily tell us that you are exercising a legal right to cancel. Please contact us clearly. Reasonable direct recovery or redelivery costs may be deducted only where permitted by law and where the failed delivery was caused by incorrect information or action for which you are responsible.

13. Business and trade customers

Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business, trade or resale purposes. Separate written trade terms may apply. This does not affect any rights expressly agreed with a business customer.

14. Questions or complaints

Email sales@maxgrow.uk or contact us by telephone/WhatsApp on +44 7405 454074. MAX GROW LIMITED is registered in England and Wales under company number 13652679, with registered office at Unit B, Danes Road, Romford, Essex, England, RM7 0HL.