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Ponic.io makes returns easy as possible. All product returns require an RMA (Return Merchandise Authorization) number before a refund or exchange will be issued.
Ponic.io will contact you within 24 hours* to issue an RMA number as applicable. *(Monday through Friday 9a-5p PST/MST)
Returns Information and Eligibility
Non-Freight Delivery - Issues must be reported within 72 hours. Customers are responsible for return shipping costs and getting items back to Ponic.io.
Freight Delivery Cancellations - Customers cancelling an in-transit shipment (when the Shipping Carrier already has possession of a Customer shipment), Customer is solely responsible for all shipping charges incurred by the Shipping Carrier. NOTE: Including all Shipping Carrier's return shipping charges & return fees. If you have any questions or concerns at all; Prior to or even after placing your order, please call us at with any & all questions about shipping or delivery requirements.
Unopened Products - If you have an unopened product, you can return it within 30 days of invoice date to get a full refund if the item is still brand new. The original itemized shipping costs are not refunded when items are returned. If it has been more than 30 days, but less than 90, we will automatically assess a 20% restocking fee. We do not accept returns of unopened products after 90 days.
Opened Products - Depending upon condition, some opened products may be eligible for return within 30 days after invoice purchase date. There will be a 20% restocking fee due to the fact that Ponic.io does not resell returned products as new items. Please contact us to find out if your product is returnable with a restocking fee. Products that Ponic.io cannot ever accept back if opened: Grow Lights, Bulbs, Tents, CO2 bags, Nutrients, Soil, Media, Extraction Equipment, Harvesting Equipment, Trimmers, as well as any Special Order Item(s).
Within 30 Days - In the event your product proves to be defective within the first 30 days after purchase, Ponic.io will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund if applicable. Just fill out the return authorization form on our web site or give us a call 800.855.1441 and send the merchandise back to us once you have obtained a return authorization number. This return authorization number must appear next to Ponic.io on your return label. Ship the item to us prepaid and Ponic.io will cover the cost of shipping a new or replacement product back to you. Be sure to insure the package. If you send back an item that fails to be defective, Ponic.io will ship it back to you at your expense and charge labor for the diagnosis.
31 Days or more - If your product fails in the remainder of the warranty period, the manufacturer's warranty policy will prevail. Just fill out the return authorization form on our web site and send the merchandise back to us once you have obtained a return authorization number. This return authorization number must appear next to Ponic.io on your return label. As per the manufacturer's policy, Ponic.io will make every effort to replace the defective unit with an immediate replacement upon verification of defect. Warranty permitting, Ponic.io will exchange your product for a new one or you can use that credit towards an alternative product or store credit. Defective Kind LED grow lights are replaced with refurbished units. If you send back an item that fails to be defective, Ponic.io will ship it back to you at your expense and charge labor for the diagnosis.
Special Order Items - Are items that Ponic.io does not keep in our warehouses / in-stock. Ponic.io has the purchasing power to source directly from the manufacturers (or a 100% manufacturer-authorized supplier/distributor). Please NOTE: ALL Special Order items are not eligible for a refund or replacement unless they are damaged in shipping. Exceptions may be made if an item is deemed to be defective by the manufacturer (or a manufacturer authorized supplier/distributor). Ponic.io will always assist in this process as we are our Customer's representative when choosing Ponic.io to obtain a Special Order Item. Please Note: Upon purchase of a Special Order Item, Ponic.io will regularly call or email Customers to advise if a particular item has recently been assigned to a "Special Order" classification. and
Price Changes - If you order a product and Ponic.io lower the price within a week (7 days) after you placed your order, you can get a refund for the price difference.
Damaged in Shipping - It rarely happens, but once in a while products are damaged during shipping. The responsibility for items damaged during shipping is the shipping carrier, which will most often be UPS, FedEx, or USPS. Packages must be opened within 72 hours after they are received to be inspected for any damage, and Ponic.io must receive notice of the damage to report the claim and get you a refund and/or replacement. Ponic.io cannot promise any refunds or replacements if this is not done within 72 hours.
International Orders - Ponic.io does ship internationally to most countries. Free shipping items only apply to domestic (the 48 contiguous United States) shipments. Keep in mind each country has a different way of assigning duties to inbound packages from other countries. Ponic.io does not pay for duties and fees from the country and/or shipping company (e.g., FedEx, UPS, USPS, etc..) for shipments sent to other countries, nor return shipping costs in the event of warranty issues and/or damage caused by shipper. If for any reason the items you ordered are not allowed in your country, Ponic.io cannot be responsible for return shipping--Ponic.io will refund all product costs, but not shipping costs. Also always be sure to make sure any electronic products will work in your country prior to purchasing and installing them. One often problem occurs when Voltage or KHz differences from other countries cause products to malfunction. Making sure products work properly outside of the United States is the buyers responsibility prior to purchase. ALL products sold by Ponic.io have a United States warranty and are warrantied by the product's manufacturer and Ponic.io when used in the United States.