Customer Returns Procedure and Service Expectations

Effective November 6th, 2023

A return authorization must be obtained prior to returning any item to Hydrofarm Canada.

Eddi’s Wholesale Garden Supplies Ltd. D.B.A. Hydrofarm Canada is committed to providing quality products and outstanding customer service. In the event there is an issue with your shipment or a problem with a product please review the policies below and contact us with the details.

*We will attempt customer contact within 24 hours on all cases.

Damages or Incorrect Fulfillment of Order

Resolution and customer feedback: Within 48 hours
We will make every attempt to correct any damages or discrepancies as quickly as possible. All freight damages and shortages must be noted on the bill of lading at the time of delivery and must be reported within 48 hours of receipt of the order. (Please ensure to retain the bill of lading and provide photos of any damages as these will be required for the investigation.) A representative from returns, customer service or sales will provide updates and estimated resolution time.

Return to stock items

Resolution and customer feedback: Within 48 hours of receipt at warehouse
We will accept returns of recently purchased merchandise in like new condition in original packaging (up to 6 months) depending on product and vendor. A 15% restocking fee will be applied on all returned merchandise and all freight charges will be the customer’s responsibility.

Defective Product/Warranties

Resolution and customer feedback: Within 10 business days from receipt at warehouse
All warranties are provided by the vendor/manufacturer. Eddi’s Wholesale Garden Supplies Ltd. D.B.A. Hydrofarm Canada will facilitate return support from the vendor/ manufacturer however some may require further investigation dependent on manufacturer warranty and product type/quantity. A representative from returns, customer service or sales will provide updates and estimated resolution time.

Procedures

Customer’s must obtain a Return Merchandise Authorization Number (RMA) from Eddi’s Wholesale Garden Supplies Ltd. D.B.A. Hydrofarm Canada prior to shipping anything back to our warehouses. Any shipments arriving without may be refused and returned to the customer.

Any merchandise not reported as part of the authorized return will not be processed, will cause delays and may be returned to customer.

Procedures

Notify us of any discrepancies or damages within 48 hours of receiving a shipment.

Verify that all products are under warranty and test all products prior to submitting a defective product return request.

• Fill out a Return Request Form and email to our returns department.
• Be sure to list all products and provide the invoice number for the listed items.
• Indicate reason for return and as much relevant information as possible.
• Upon receipt of this form we will email you a Return Authorization Number (RMA
Number) to be noted on the form and affixed to outside of all boxes/pallets being
shipped (include this form with the shipment)

*Do not write on any boxes or manufacturers packaging.

Contact Info:
Hydrofarm Canada Returns: returns@hydrofarm.ca