RETURN MERCHANDISE AUTHORIZATION (Please read the policy and login to your account, click on the Returns link)
Must I have a RMA# in order to return a product to EternalGrow.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. EternalGrow.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 10 days within which EternalGrow.com must receive return products. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
Can I exchange my RMA item for a different item?
No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for refund can be placed online and then the new item can be purchased (also online) and the RMA item will be refunded when received. View this as an exchange. RESTOCKING FEE
What about restocking fees? How much? When? Why?
There is a restocking fee of 15% on all returns for refund, unless waived by our Customer Support Agent. EternalGrow.com is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement, we will charge a 15% restocking fee. Why? Claiming "defective" is the easy way out of a restocking fee just because you don't want the item. If it's defective, we will replace it (RMA type repair).
Who pays for shipping on a defective item? EternalGrow.com is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for shipping to EternalGrow.com and EternalGrow.com pays for the shipping back to you. Similar to a walk-in store, they will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, EternalGrow.com will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
How long before the credit is processed and when will I see it? It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement. After EternalGrow.com issues the credit, the rest of the process is out of our ability to speed up. At this point merchant services and your Bank determine how long before the credit posts in your account. This is normally 2-3 business days. This is the exact process in reverse order as when any merchant charges your card. The customer will think there is an immediate withdrawal of the funds, but it is really only an authorized hold. Once merchant services and the merchant’s bank has processed the charge then the funds will appear in the merchants account. Again, the same time frame applies to the merchant.
NOTE*** NO RETURN AFTER 30 DAYS. CUSTOMER MUST CONTACT THE MANUFACTURER FOR RETURN/REPAIR. NO EXCEPTION.
Please call us or login to your account to start the return process.