Shipping & Returns

UK & international · 14-day returns · 12-month warranty

1. Where we ship

We ship from our Poole, Dorset workshop to:

• United Kingdom — mainland, Highlands, Islands, Northern Ireland
• EU / EEA — all member states
• Switzerland, Norway, Iceland
• USA, Canada, Australia, New Zealand
• Other destinations — email hi@budmastergrow.com and we'll quote you

2. Shipping costs

Destination	Cost	Service
UK mainland	Free	Royal Mail Tracked 48
UK Highlands, Islands, NI	Free	Royal Mail Tracked 48 (may take +2 days)
EU / EEA	£14	Tracked & signed international
USA / Canada	£22	Tracked international
Australia / NZ	£28	Tracked international
Rest of world	Quoted	Email us

International buyers — please note: customs duty, VAT, and handling fees at destination are your responsibility and are not included in our shipping price. A Nexus hub landing in the USA typically attracts a modest amount in duties depending on state. We'll complete the customs paperwork honestly; you'll settle any charges when the package arrives.

3. Delivery times

These are estimates, not guarantees — once the package leaves our workshop it's in the courier's hands.

Destination	Typical	Worst-case
UK mainland	2–3 business days	5 business days (Highlands / strikes)
EU	5–7 business days	14 business days (customs hold)
USA / Canada	7–10 business days	21 business days
Australia / NZ	10–14 business days	28 business days

You'll get a despatch email with a tracking number the day your order leaves us.

4. Pre-orders — when will mine actually ship?

If you've pre-ordered, your card isn't charged until batch despatch. You'll get:

• Confirmation email immediately after you pre-order
• Batch window email within a few days (expected despatch month)
• Despatch email with tracking the day your unit ships
• Delivery confirmation from the courier when it arrives

At any point before despatch, reply to any of those emails to cancel for a full refund — no questions asked.

5. Tracking

Every shipment is tracked. Use the tracking number in your despatch email to follow the package. If a UK package shows no movement for 5 business days, or an international one for 14 business days, email us — we'll chase the courier and if it's genuinely lost we'll replace it.

6. If your order arrives damaged

Email hi@budmastergrow.com within 48 hours of delivery with:

• Your order reference
• Photos of the packaging (outer box) and the damaged item
• A description of the damage

We reply within 24 hours (Mon–Fri) with next steps. Depending on severity, we'll either post a replacement part, arrange a full return and new unit, or refund you — whatever makes you whole.

7. 14-day change-of-mind returns

Under the UK Consumer Contracts Regulations 2013, you have 14 days from delivery to change your mind for any reason — no justification needed.

What qualifies

• The unit must be unused, unassembled, and in original packaging
• All included items (cables, sensors, manuals) must be returned together
• Seals unbroken on firmware-paired components

How to return

1. Email hi@budmastergrow.com within 14 days with your order reference and "change of mind return"
2. We reply with a return address (usually our Poole workshop)
3. You post the unit back — return postage is at your expense for change-of-mind
4. Once we receive and verify, refund goes to the original payment method within 14 days

Not "change of mind": faulty / damaged goods, see § 6 above. For faulty-on-arrival goods, we cover return postage.

8. Faulty-sensor returns (30-day fault window)

Sensors (the soil probes, PAR wands, CO2 modules) carry a 30-day fault-only return window separate from the 14-day change-of-mind period. If a sensor turns out faulty within 30 days of delivery:

1. Email us with your order reference, a description of the fault, and a photo
2. We reply within 24 hours with return instructions
3. Post the sensor back in a jiffy bag with a self-addressed stamped envelope (SAE)
4. We test it. If faulty, we post a replacement back in your SAE

This SAE approach keeps return costs at a stamp each way rather than courier-grade. For international buyers, the SAE mechanic is impractical — contact us and we'll agree a return mechanism case by case.

9. Warranty (12 months)

12 months from delivery, covering the PCB and pre-soldered components. This is on top of your statutory rights under the UK Consumer Rights Act 2015.

Covered

• Manufacturing defects
• Component failures not caused by misuse
• Firmware bugs that prevent normal operation (fixed via OTA update)

Not covered

• Damage from incorrect wiring or reversed polarity
• Liquid ingress or operation outside the IP rating
• Overvoltage damage from poor-quality power supplies
• User modifications to the firmware (though we welcome modifications — just don't claim warranty on them)
• Damage caused by connected equipment (e.g. a shorting fan that takes out a channel)

How to make a warranty claim

Email hi@budmastergrow.com with your order reference, a description of the fault, and photos where relevant. We respond within 24 hours with the return procedure. Faulty items are repaired or replaced at our discretion. If we can't resolve within 30 days of receiving the return, we refund the purchase price.

10. Before you pre-order — quick checklist

11. Questions we haven't answered here

Email hi@budmastergrow.com or call 01202 798433 (voicemail-only; we reply by email the same business day).

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