Customer Service


Delivery
Payment Options
Ordering
Returns & Replacements
Refund Policy
Priceing & Promotions


Delivery


Delivery costs:

England £5.95

Scotland £5.95 

(We Only deliver to post codes beginning with DD, DG, EH, G, KA, KY, ML, TD)

Additional costs for growing mediums and some bulky items also apply, these costs will be calculated on checkout. These products will have the heavy item symbol below the product description.

How long will my order take to arrive?
We will endeavour to deliver goods to you within 5 working days, stock permitting. We would like to promise our customers that all orders are delivered within forty-eight hours as ninety percent of our orders are. However we do not like to make promises we aren't one hundred percent certain of keeping. If you are desperate for your order, telephone us on 01623 835597 and we will see what we can do.

Why will you only deliver goods to the credit / debit card holders address?
This is a method of fraud protection used to protect our customers. This way we are sure that the person that is paying for the goods receives the goods. If you would like to have your goods delivered to a different address chose the "Pay via Bank Transfer" option.
 
What happens if im not in when my delivery comes? 
If you are not at home when the courier calls, a card will be left with details about how to reschedule your delivery. Orders of multiple heavy or bulky items will be sent using Palletways who will only attempt delivery once.

How will I no when my delivery will arrive?
You will receive email updates on your order, when the courier collects your order we will send you an email confirming that your order has been “dispatched” so your order should be delivered the following day as we use a next day service on all orders, this email will also specify which courier well be delivering your order and include your tracking number so you can keep track of your order.


Will i get a tracking number?
All orders will receive a tracking number. This will be sent out in the "dispatched" email. 


My order is incorrect. What should i do?
In the unlikely event of this happening please contact us at your earliest convenience by telephone on 01623 835597 or by email and we will endeavour to help you.


My products were damaged in transit. What should I do?
All products are carefully wrapped before being dispatched. If you do find that you have damaged goods when you receive your order please contact us within 48 hours by telephone on 01623 835597 or email and we will endeavour to help you.


What should I do if my goods arrive damaged?
Sign for them as "damaged",then contact us within 48 hours by telephone on 01623 835597 or email and we will endeavour to help you. Please note, we can not be held responsible for any damaged goods that are not signd for as "damaged".
 
Why will you only deliver goods to the credit / debit card holders address?
This is a method of fraud protection used to protect our customers. This way we are sure that the person that is paying for the goods receives the goods.

I did not receive any instructions with my products. What should I do?
If you do not receive the appropriate instructions with your goods please contact us on 01623 835597 or email by email to cropmaster@hotmail.co.uk and a member of our team will happily answer any questions or queries that you may have.


Payment Options

There are many ways you can pay for goods from Crop Master Hydroponics. Once you have completed your online shopping you will be asked how you wish to pay for your goods. You will be given a series of options:

Pay by Credit or Debit Card
This option allows you to shop online 24 hours a day, selecting products online and making payment using a debit or credit card. The process is simple, straightforward and secure. Please note that your goods can only be sent to the billing address when using this payment option.

The simple steps involved in this process are:
  1. Select products online
  2. Add products to the shopping basket
  3. Click on Checkout
  4. Enter your billing/delivery address
  5. Enter your credit or debit card details Confirm all details, your order will then be dispatched.
Pay via Bank Transfer (Cash)
Paying money directly into the Crop Master Hydroponics bank account. We have a special bank account set up that you can pay money into. Once you have chosen your goods and selected this method of payment you will be given the total cost of your order, our Bank Account details and your reference number. You can then deposit the cash sterling at Lloyds TSB.

The simple steps involved in this process are: 

  1. Select products online
  2. Add products to the shopping cart
  3. Click on Checkout
  4. Enter your delivery address
  5. Pay cash into our Account at any Lloyds TSB 
As soon as the money shows in our account, usually within twenty four hours, we will send your order out.

Pay via Bank Transfer (Internet Banking)
Paying money directly into the Crop Master Hydroponics bank account. We have a special bank account set up that you can pay money into. Once you have chosen your goods and selected this method of payment you will be given the total cost of your order, our Bank Account detains and your reference number. You can then transfer the balance into our bank account. 

The simple steps in this process are:

  1. Select products online
  2. Add products to the shopping cart
  3. Click on Checkout
  4. Enter your delivery address
  5. Transfer exact amount into our Bank Account.
As soon as the money shows in our account, usually within twenty four hours, we will send your order out.

Ordering


Change or cancel an order
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.

If you’d like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01623 835597 between 10.30am and 5.30pm, Monday to Friday and between 10am and 4pm on Saturdays or email cropmaster@hotmail.co.uk. Please be ready to quote your order number and order date.

If your order has already been dispatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.


Track your order
We will e-mail you to keep you up to date with your order status,
You will receive the following e-mail status updates:

“Accepted” when we have accepted your order

“Pending” when your order hasn’t been processed yet

“Processing” when we are processing your goods ready for dispatch

“Dispatched” When we have dispatched your order, this will include you tracking number.

“canceled” when we or you have canceled you order

“Declined” if we choose to decline your order

“Refunded” when we have refunded your order 

Missing, incomplete or damaged orders
If you find that your order has only been partially delivered, this may be because other items are being delivered separately. However, if your order is obviously incomplete, damaged, or if you wish to change or cancel your order, please contact our Customer Service team via telephone on 01623 835597 between 10.30am and 5.30pm, Monday to Friday and between 10am and 4pm on Saturdays.

Please note that all damaged missing goods must be signed for as "damaged" and reported within 48 hours to our customer services via telephone on 01623 835597 between 10.30am and 5.30pm, Monday to Friday and between 10am and 4pm on Saturdays.

For more details of the above see terms and conditions.


Returns & Replacements


7-day, no-quibble, money-back guarantee
If you are not entirely satisfied with any product purchased from Crop Master Hydroponics, we will offer you a replacement or refund. For products returned under this 7 day money back guarantee, you will be liable for any postage charges incurred. This returns policy does not affect your statutory rights.

Returns Policy
At Crop Master Hydroponics, we believe that we supply high quality hydroponics products. But if you're unhappy with any product you purchase from us, please follow the advice below.

Under our 7 day money back guarantee:
· we offer either a full refund or exchange for any product you return to us within 7 days of delivery.
· we'll reimburse the delivery charge you paid to receive the item.
Please note: to qualify for our 7 day money back guarantee the product must be unopened and in its original condition.

For more details of the above see terms and conditions.

Faulty products

If you receive a faulty product:
· We'll provide you with either a full refund or exchange
· We'll cover the cost of returning the product
We can arrange to collect the item from you but you must inform us of the fault, in writing, within seven working days of the product being delivered to you. If you fail to do so, we'll be unable to commit to any of the above.

Please note: we can only issue a refund or exchange once the product has been returned and confirmed faulty. If the product is found to be without fault, you'll be charged a 10% administration fee of the price you paid for the item as well as the cost of postage and packaging.

Return all items to:
Crop Master Hydroponics
Unit 215 Boughton Industrial Estate
Ollerton, Newark, Nottinghamshire
NG22 9LD

Please enclose a letter citing the reason for the return and ensure that the package is wrapped securely. For your own protection, we recommend that you use a recorded delivery service. For faulty goods: also include a full description of the defect, along with all warranty cards, licenses, manuals and accessories.

Contact us
If you have any queries regarding our returns policy, please don't hesitate to contact us.

We regret that we cannot accept a cancellation for the purchase of nutrient solutions, additives, stimulants and pesticides if the packaging has been unsealed.

For more details of the above see terms and conditions. 


Refund policy


We want you to be happy with your purchase. If you're not please return product to us following the instructions above, and we'll exchange or refund it. We are unable to provide refunds for consumable items where the seal has been broken.

Under our 7 Day Money Back Guarantee, if you buy online, we will give you a full refund:

Proof of purchase
If you return a product please send, order confirmation or delivery note, we will give you a credit note to the value of the current selling price. Ordinarily we'll refund the original debit, credit or charge card used to purchase.

Condition of returns
It's important that returned items are in the best possible condition, so please take reasonable care of them. See our terms and conditions.

Delivery charges
We'll refund any delivery charges you've paid to receive your products, provided you return the full order but you will be responsible for the cost of returning the products to us.

This does not affect your statutory rights.

For more details of the above see terms and conditions.


Pricing & Promotions


All our prices include UK VAT but exclude delivery charges.

Our online prices are the same as in our shop, although occasionally you may find a lower price in our shop if we are matching the price of a local competitor.

If you see a product online and find it cheaper with a competitor (whether or not they also sell online), as long as their service conditions are comparable, then we’ll do our best to match that price for you.

Comparable service conditions include factors such as: delivery charges and timescales.