Refund policy
Change of Mind
We have a 14-day Change of Mind return policy, which means you have 14 days after receiving your item to request a Change of Mind return.
We understand that sometimes you may change your mind. For change of mind returns, please note the following:
14-Day Return Period: You must request a return within 14 days of receiving your item. Returns requested after this period will not be accepted.
Condition of Returned Item: Your item must be in the same condition that you received it, unused, and in its original packaging.
Customer Provides Return Shipping: You are responsible for the cost of return shipping. Please ensure that the item is securely packaged to prevent any damage during transit. For items valued at more than $100, we recommend purchasing shipping insurance to protect against any damage or loss during transit.
Deduction for Shipping Fee: Shipping costs are non-refundable. The refund amount will be reduced by original shipping costs incurred to ship the product to you.
20% Restocking Fee: A 20% restocking fee will be deducted from your refund. This fee covers the cost of processing and inspecting the returned item.
Proof of Purchase: You’ll also need to provide the receipt or proof of purchase.
To start a return, you can contact us. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exceptions/Non-returnable Items
Certain types of items related to hydroponics equipment cannot be returned, including:
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.
Exchanges
We only replace items if they are defective or damaged due to our fault. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item or exchange it for the same item automatically.
Refunds
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.
Warranty Policy
SunStream provides a warranty for all products purchased from our store, guaranteeing that they are free from defects in materials and workmanship for a specified period. The duration of the warranty varies depending on the product and is outlined in the product description or the warranty policy page.
The Australian Consumer Law and Your Right
Nothing in these Conditions of Sale limits or excludes any guarantees, warranties, representations, or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded. If you are a "consumer" under the ACL, the following notice applies to you:
Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Warranty Coverage
Our warranty covers defects in materials and workmanship under normal use, valid from the date of purchase. To ensure warranty validity, all products must be operated under reasonable and normal environmental conditions. However, it does not cover damage caused by misuse, abuse, neglect, alterations, or unauthorized repair. Warranty will be void if products are tampered with or damaged due to unauthorized disassembly, repair, or modification.
Warranty Claim
If you believe your product is defective and covered by our warranty, please contact us within the warranty period with your order number, a description of the issue, and any supporting documentations including photos or video clips of the defect. We may also require proof of purchase.
To expedite the warranty process, please provide the following information:
Pictures of the defective product, including its serial number if possible.
Video clips demonstrating the product's malfunction, if applicable.
The purchase order number or invoice number for the defective product and the purchase source.
Your full contact information, including name, shipping address, email, and phone number.
We will respond to your claim promptly and work to resolve the issue to your satisfaction.
Expenses of Claiming
If your goods are faulty and within 30 days of purchase, SunStream will bear your reasonable expenses of making a claim under the Policy.
Customers are responsible for any expenses incurred when claiming under warranty, including but not limited to shipping costs for returning the product to SunStream Hydroponics. SunStream Hydroponics will cover the costs of sending a replacement product to the customer.
If, following our assessment, the product is found not to be faulty, the customer is responsible for the shipping costs associated with its return. Furthermore, an additional assessment fee may be charged.
Limitation of Liability
Our liability under this warranty is limited to the repair, replacement, or refund of the defective product.
We are not liable for any incidental or consequential damages, loss of profit or opportunity, damage to goodwill, unless such loss or damage is reasonably foreseeable resulting from our failure to meet an applicable Consumer Guarantee.
Our total liability arising from the products, the services, or these Conditions of Sale, however arising, will not exceed the total price paid by you for the purchase of products and services under these Conditions of Sale.
This limitation of liability does not affect your rights under the Australian Consumer Law or other applicable consumer protection laws.
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