Returns and Exchange Policy
At Gro Urban Oasis we want to take the hassle out of your day with our no-fuss return or exchange policy. Please retain your receipt for ease of returns.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or 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. If the failure is minor, we reserve our right to offer to repair only and not offer a refund or returns card.
Many items will come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant goods. Should you wish to make any claim under a manufacturer’s warranty, we recommend that you do so directly to the relevant manufacturer. However, our friendly customer service team can also assist you with an enquiry of this nature.
If it is identified that there is no fault with the product or that the product has been damaged through misuse, abnormal use or abuse, Gro Urban Oasis may require you to reimburse us for any costs that we may have incurred, including product assessment fees imposed on us by the manufacturer and the cost of transport of the product.
If you need to return an item that contains user-generated data (such as cameras, mobile phones or storage drives), please remember to backup any data in an alternative location as the repair or replacement may result in loss of data.
Change of Mind Returns
Gro Urban Oasis will offer you a credit or exchange for most purchases (some exclusions apply) within 30 days of purchase (non-greenlife products) or 30 days for greenlife provided that:
- you produce proof of purchase (your Gro Urban Oasis store register receipt or online order tax invoice)
- the product (including all manuals and accessories) and packaging (including tags and shrink-wrap) is in its original condition; and
- the item is unused, unworn, in resaleable condition and not a personalised product
- the item was used for as it was intended to
Please note that delivery fees paid for online orders are non-refundable for a change of mind returns. However, if you receive an item that is different to what was described, or is faulty, please email us at email@example.com to arrange the return of the product and a replacement or refund.
If you cannot provide proof of purchase of an Gro Urban Oasis branded product, we will offer you an exchange but not a refund for change of mind returns. We cannot accept returns of non- Gro Urban Oasis branded products at all without proof of purchase at an Gro Urban Oasis store.
See “How Can You Return Products to Gro Urban Oasis” below for details of how to return products to Gro Urban Oasis for an exchange or store credit.
Exclusion to Change of Mind Returns
Certain items, because of their nature, cannot be returned if you change your mind. These are:
- items purchased from Gro Urban Oasis online store through a third party seller - in this case, you will need to return the item directly to the third party seller in accordance with their returns policy;
- pre-paid vouchers
Bulky or Dangerous Products
For safety reasons, if your product contains a fuel source (such as a lawnmower or gas cylinder), please ensure that it is empty of fuel or gas before returning it to store.
If your product cannot be easily returned to an Gro Urban Oasis store because of the nature of the fault or the size of the product, please contact us, and we will arrange for the product to be assessed. If the product has suffered a major failure, Gro Urban Oasis will arrange to collect the product.
How Can You Return Products to Gro Urban Oasis
If your purchase was made at an Gro Urban Oasis store
Please approach the customer courtesy desk at your local Gro Urban Oasis store to process your product return or exchange. To find your nearest Gro Urban Oasis store, please see the contact us page
If the purchase was made online using Paypal, Gift card or Credit/Debit Card
Products that you have purchased from gro-rban.com using Paypal, gift card or debit/credit card can be returned either:
- By Post
- Post, the product to the address noted on the Returns Instructions leaflet in your parcel
- Exchange or refund
- Return the product to any one of our Gro Urban Oasis locations:
- Exchange or refund
Damaged or Incorrect Product Delivered
If your order is damaged in transit or we have shipped the incorrect item, please contact us at firstname.lastname@example.org