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Return Policy

We offer a 30-day return policy on all brand new, unused, and undamaged products when accompanied by a receipt and in original packaging. Used items, or items not in brand new condition/original packaging, may not be returned. Items purchased on TillandRoot.com can NOT be returned to a physical location and must be returned by following the process outlined in our online returns policy. 

A restocking fee of 15-25% is charged on all returned merchandise. All returns must first be authorized so we can give you detailed instructions on where to send your item(s). Please be aware that the customer is responsible for all return shipping costs (unless otherwise indicated), and arranging shipment of returned items.

Order Cancellation

Customers may cancel an order up until a notification of order processing is sent via email or if the item is in “back-order” status. Once the order has physically shipped, in-part or in-full, it is considered as fulfilled and is subject to an applicable re-stocking fee in case of return. To request order cancellation, please contact Customer Service via email or by phone as soon as possible. The order is not considered Cancelled until you receive a notification that states that we have been able to stop it from physically leaving our premises.

Special Orders may not be cancelled once they have been accepted and charged for. In some cases we may be able to cancel a Special order, however you may be charged a cancellation fee up to 25%. It may take up to 14 days to process an order cancellation.

Restocks

We offer a 30-day return policy for items that are unwanted/unused.

Returned items MUST:

  1. Be in NEW resalable condition with no scratches and in its original, undamaged packaging. (Please double box)
  2. Product must have not been installed or used in any way.
  3. Be paid for by the customer.
  4. There are no returns on special order items, unless defective.

A restocking fee will be charged on all items, unless damaged or defective. 

We are not responsible for any lost/stolen packages from the customer, so please use insured carrier to avoid any further issues.

Damaged Shipments

If you receive a package and you believe the item to have been damaged in transit upon its delivery, please refuse the package from the driver.  If you are not able to, please take pictures of the outer packaging and item(s) and send them to support@tillandroot.com within 72 hours.  Please reference your order # and name it was placed under so that we can review and assist you as quickly as possible.

Once pictures are received, typically a replacement will be sent out right away.  If for any reason we cannot send a replacement, we will issue you credit.

Defective

If you receive an item from us that you believe to be defective, we can assist you with getting it replaced or credited within 30 days of its initial purchase date.  If the item is outside of the 30-day return window, it will be a manufacturer warranty only.

If you are experiencing operational failure of any item purchased from Till & Root, please call or email us first for assistance troubleshooting the problem you are having, we may be able to help you quickly fix your problem. If you are still unable to get the item working, please send us a message, and return your defective item before a replacement is sent. Shipping back to the manufacturer or distributor will typically be prepaid and a replacement unit will be sent. However, in some cases, the return shipping cost will be the customer’s responsibility. Upon receipt your defective item, it will be tested by the manufacturer. Once deemed defective, it will be repaired or replaced and returned to you at no charge. If you would prefer a refund, we will refund in full less the original cost of shipping we paid.

All products should be thoroughly tested prior to return. Any item returned that is deem fully functional will be subject to a testing charge, a restocking fee, and return shipping charges, so please make sure your item is actually defective.(Please check your bulbs, wiring, surge protector etc.) Items outside of the warranty period will not be accepted. When sending an item back, please include a note describing the problem you are having, your return address, original order number, RMA #, and phone number and/or e-mail so we may contact you if needed.

Returns Process for Defective Item

  1. RMA is filed with manufacturer and the RMA number will be sent.
  2. Customer is responsible for sending the item and using our label if provided.
  3. Item will be processed and tested and a determination will be made based on the results.

If item is determined to be defective and cannot be repaired, a replacement will be sent if after the 30-day return window.

Please be aware that we must abide by the manufacturer’s warranty policies. Some manufacturers require postage be paid by customer to and from them, some will only repair items under warranty, not replace or refund.  Some products, such as T5 fixtures, cannot be replaced and will only be repaired and sent back to customer under warranty.

If product is tested and determined to be fully functional, you will be charged for all shipping costs as well as any other testing/restocking fees that we incurred.

Refunds

You can expect to receive your refund after the return is received and processed by our staff. The following information is taken into consideration: the transit time for us to receive your return (5 to 10 business days), Processing time (3 to 5 business days), and the time it takes your bank to process the refund (5 to 10 business days). You are responsible for return shipping costs. 

If you are not within the 30-day return window, you will only be eligible for item repair/replace under warranty.

Manufacturer Warranty

All warranties are given by the product manufacturer, only. Till & Root accepts no responsibility or liability, expressed or otherwise for any manufacturer's warranty. If you have a warranty issue, you will deal directly with the manufacturer, or abide by their policies and timelines.

Most of the items that we carry offer manufacturer warranties and if the manufacturer will not deal with you directly, we will assist.  At the bottom of this page you will find a list of the manufacturers that require the buyer to contact them FIRST to assist and troubleshoot. They will refer you back to us if necessary.

The following Manufacturers require all RMAs go directly through them:

All Vendors on this list will require a dated receipt.

Titan Controls and Ideal-Air Support Process
End user calls support line directly:
TITAN CONTROLS: 888-808-4826, 5:00 am to 4:30 pm PST
IDEAL-AIR: 877-9-IDEAL-1 (877-943-3251), 7:00 am to 5:00 pm PST
End user receives a case number and directions from support personnel.
Only if directed to do so by support personnel, the end user will bring the case number to the store where the item was originally purchased.

 

Company Phone Fax Website / Email
Abscent (858) 500-7495    
Active Air Dehumidifiers (866) 646-4332    
AeroGrow (800) 476-9669    
Agrowtek (847) 380-3009   agrowtek@agrowtek.com
Anden (800) 334-6011    
Atmosphere --   www.atmosphere.com/
Aurora Innovations Inc. (541) 359-1580 ext. 402   office@aurorainnovations.com
AutoPot (562) 612-4182   jason@autopot-usa.com
AUTOPOT WATERING SYSTEMS USA (702) 338-0373   lukes@autopot-usa.com
Bluelab (909) 599-1940   rma.usa@bluelab.com
Botanicare (888) 582-2762   gchurchman@hawthornegc.com
Bountea --   www.bountea.com
California Lightworks (800) 575-3475 (818) 592-6078 info@californialightworks.com
Can-USA Group (888) 582-2762   gchurchman@hawthornegc.com
Centurion Pro Solutions Ltd (855) 535-0558   techsupport@cprosolutions.com
Current Culture (559) 226-4769   sales@cch2o.com
Cutting Edge --   www.cuttingedgesolutions.com
DBC Company (HortiCare Meters) (510) 326-8431    
Dosatron (800) 523-8499    
DutchMaster --   accounts@dutchmasternutrients.com
Earth Juice --   www.earthjuice.com
Eye Lighting (e-Ballasts Only) (888) 665-2677    
Eye Lighting/Hortilux Electronic Ballasts (888) 665-2677    
EZ Clone (916) 626-3000 (916) 626-3001 info@ezclone.com
Fantech   (913) 752-6480 USRMA@Fantech.net
Foremost Media (608) 758-4841   support@foremostmedia.com
FoxFarm --   www.foxfarmfertilizer.com
Future Harvest (866) 491-0255    
Future Harvest/Nutra-Dip (866) 491-0255 (250) 491-0252 warranty@extremegrowing.com
Galcon (415) 455-9444 ext. 2   adamm@galconusa.com
Gorilla Grow Tents (855) 448-4769 (415) 285-0301 tyler@gorillagrowtent.com
Gualala -- Light Rail (303) 371-1807   repairs@lightrail3.com
Hanna Instruments (800) 426-6287   tech@hannainst.com
Harvest Right, LLC (800) 700-5508   https://harvestright.com/
HM Digital (Meters) (310) 410-3100 (310) 410-3106  
Horti Control (702) 968-0420 (702) 942-7335  
Hudson (616) 897-9211   www.hdhudson.com
Humboldt Bottling (707) 725-4119   info@emeraldtriangle.biz
Humboldt Nutrients --   www.humboldtnutrients.com
Hydro Innovations/ChillKing (512) 321-7575 (512) 285-4606  
Hydro-Logic (888) 426-5644 (831) 336-9840  
HydroGen (844) 937-6436    
Hydrotek (Lightspeed Flip-Boxes) (450) 433-3336    
Ideal-Air (877) 943-3251 (360) 450-0016  
Link4 Corporation (866) 755-5465 ext. 2 (714) 854-7244 support@link4corp.com
Louvi Group (formerly Hydro Innovations) (844) 937-6436   sales@louvigroup.com
LumiGrow (800) 514-0487 ext. 10   info@lumigrow.com
Milwaukee (877) 283-7837 (252) 443-1937 support@milwaukeeinstruments.com
Mirage (619) 426-0033   adolfo@mirageappliances.us
Movin' Cool (800) 264-9573   info@movincool.com
MSI-PRO Co./ Saturday Solution (Safe Grow Greenhouses) (805) 650-8933 (503) 647-2272 orders@jhbiotech.com
Nova Biomatique/Plug N Grow/Intelligent Growing Solutions (I.G.S.)     info@igrowing.ca
Organic Nutrients (707) 742-9550   Frassmaster@gmail.com
Ozone Environmental (800) 765-2098.   info@uvonair.com
Powerbox (805) 520-6455   support@powerboxinc.com
Quest Equipment (877) 420-1330   info@questhydro.com
Reverlry (831) 425-1314   info@revelrysupply.com
Root Lowell Flo-Master (Sprayers & Atomizers) (800) 253-4642 (800) 968-3555  
Roots Organics (541) 359-1580 ext. 402   office@aurorainnovations.com
Rosin Industries/HPI Distribution (800) 617-1478 ext. 107   --
Samsung (817) 838-6066 ext. 258   cw.ward@samsunghvac.com
Schaefer Fans (800)779-3267 ext.1181   jbinczik@pinnacleclimate.com
Sentinel GPS (707) 544-3399   --
Sun Blaster (604) 381-1166 (866) 491-0252  
Suncourt (563) 785-6466    
Titan Controls (888) 808-4826 (360) 918-9677  
Tom's Tumbler (818) 280-6208   leslie@tomstumbletrimmer.com
TrimBag (530) 487-4815   sales@trimbag.com
TrimPal (435) 477-2445   ryderholcomb@gmail.com
TrimPro (450) 349-0811 ext. 214 (450) 349-2640  
Vermicrop Organics (888) 582-2762   gchurchman@hawthornegc.com
Xtreme Gardening (RTI) (800) 784-4769