Warranty and Returns Policy

At FloraFlex, we stand by the quality of our products. We have three types of returns that we allow in the normal course of business with our retail partners:

Defective in Warranty Returns
Return to Stock Returns
Damaged in Transit Claims

Each return type has a set of policy guidelines and return instructions below. Please review our policy and process before submitting any returns. Our customer support team is available to help you get started on any applicable return at rma@floraflex.com.

Defective In Warranty Returns

Defective in warranty returns are allowed in exchange for credit on products that you have purchased from FloraFlex that have stopped working within the manufacturer’s warranty period. It is your obligation to verify the product failure by testing the product before submitting a defective return. Once submitted through our RMA Request Form, we will (1) approve and credit, (2) require further technical support and verification or (3) deny your request. While our desire is to streamline our defective-in-warranty program, we may at times ask for products to be returned to us for testing or quality reasons. We will follow up on your RMA submission with these requests as necessary.

Return To Stock Returns

At FloraFlex, we recognize that at times you may need to return product back to our inventory in exchange for product credit. These Return to Stock returns are allowed on products that you have purchased from FloraFlex under the circumstances listed below. It is your obligation to return products within the return window of 30 Days from the date of receipt. Please submit your return with the proper documentation and ensure that the product is returned in resellable condition. Resellable product is defined as (i) new and unused, (ii) in original packaging (no writing or markings), (iii) the current model of the product and (iv) currently stocked and offered for sale by FloraFlex. Return to stock returns are subject to a restocking fee of 15% of the total value of the return. You are also responsible for any inbound freight/shipping, customs fees, duties, and taxes associated with the return. Please do not send back any product that has not been submitted and approved for return to stock credit and/or any product that is not in resellable condition. These products will not be credited or returned.

Return to stock requests will be reviewed and approved or denied by our customer support team in a timely manner.
Once a return to stock return has been approved, our customer support team will arrange the return freight using whichever freight method/shipping is best suited to get the product back to our closest warehouse.
Upon receiving the product at the warehouse, FloraFlex will review the return to verify part and quantity information as well as product condition.
Unapproved product or product that has been determined to be in non-sellable condition will be removed from the return order and discarded.
Any unapproved or non-sellable product will be removed from the return and deducted from the final credit.
Special order items are not returnable or cancellable once a purchase order has been accepted by FloraFlex.
Final credit will be written for the total value of the product minus a 15% return to stock fee, all inbound freight /shipping charges, customs fees, duties, and taxes.

Other Types of Returns

Historically, FloraFlex has tackled many other issues through returns submissions, including supply chain errors like mis-shipped products or mis-counted quantities, out-of-warranty defective claims and non-defective customer satisfaction claims. The resolution to these claims is often circumstantial. Therefore, in order to provide the best path to resolve these types of claims, we request that you contact our customer support team directly in each of these circumstances and not attempt to submit these claims through our returns portal. A statement on Customer Satisfaction: At FloraFlex, we hold our customers in high esteem. We value the satisfaction of all growers who use our products. However, given our extensive product offering and the diverse scale and environment that our products are used in, we review each customer satisfaction claim with our retail partners to identify the nature of the claim and come to a resolution.

As general guidance:

All validated supply chain errors such as mis-ships or mis-counted shipments will be credited directly and re-shipped on a new order on your behalf. a.) Depending on the value of the product in question, we may from time to time ask for products to be returned to us, withhold approval while verification is gathered or submit debit memos for products that you would choose to keep. b.) In order to submit a supply chain error claim, please email our customer support instead of submitting any return associated with supply chain errors. c.) Please include a marked copy of your packing slip or a copy of our supply chain claim form in your email so that we have all of the relevant details that we would need to credit and re-ship product. d.) Supply chain error claims will only be considered for credit and re-shipment if submitted within 7 business days of receipt of your product.
All out-of-warranty defective questions should be directed to our customer support and technical support teams to be reviewed.
All non-defective customer satisfaction claims should be directed first to our technical support team, customer support team or sales team.

FloraFlex International Refunds

All international sales are final and we do not accept the return of international orders. If you received the wrong item or a defective tool as part of an international order, please notify us within 30 days after receipt by going to the Contact Us page on the website and selecting Returns from the drop-down menu. Make sure to include details about the incorrect or defective item, along with your order number in all communications. We will either ship you a new product, or refund the cost of your order, including the original shipping charges, however, customs fees, duties, and taxes may be non-refundable, even in the event of an incorrect or defective product. Please note that we do not refund original shipping charges for goods that are refused for delivery at customs. Prior to authorizing a replacement item or refund, FloraFlex reserves the right to request verification, such as a photograph, to confirm that the item shipped is incorrect or defective. FloraFlex reserves the right to refuse international orders and will refund any refused international orders.