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Despite diligent order picking and inspections of outgoing goods, individual errors cannot unfortunately be entirely eliminated in terms of shipping and/or delivery. If you need to make a complaint about one of our products, we apologise for any inconvenience caused as a result. To enable us to solve your concern swiftly and optimally, please proceed as outlined below. The following guidelines for complaints include all information on smooth claims processing concerning general and special products at Grow In AG. If you have any further queries, please contact our Complaints Department at reklamation@growin.de

Information and procedure

Please contact our central switchboard first.

Tel.: +49 30 20 8980-800
Availability: Monday - Friday, 10 am - 6 pm

Please have the following ready to hand for easy and swift processing of your complaint:

  • Your invoice or
  • Confirmation of order

Where warranties are involved, the switchboard will put you through to the Complaints Department or Customer Support/Sales Department if you have other problems. Please provide as detailed a description as possible of the feature with which you are not satisfied. Our staff will discuss the next steps to be taken with you.

Returning goods

Please do not return any goods to us without contacting us beforehand so as to prevent the possibility of unnecessary returns.

When returning defective goods, please enclose the following documents with your parcel:

  • Claims form, printed out and completed
  • Proof of purchase or a copy thereof (invoice, receipt, sales slip etc.)

Note: Unfortunately, we are unable to process your complaint without proof of purchase or a copy thereof – we apologise for any inconvenience this may cause. A claims form (see this page) is always enclosed with each consignment and you can also find it in the [Download area] of our Web shop. Please note that we only accept consignments which have been packed correctly (original packaging or packaging which protects the goods similar to the original packaging avoiding damage during the return process) and which bear sufficient postage. Consignments for collect or cash on delivery will not be accepted and will only result in unnecessary costs to be borne by you.

Next steps

As soon as we receive your defective goods, we will examine the grounds for complaint stated by you. If there is evidence of production or material faults, we will offer a replacement delivery or rectification. If rectification or replacement delivery fail, you can demand a reduction in payment or withdrawal from the contract.

Transport damage

As a general rule, obvious transport damage must be recorded in writing on the receipt immediately on delivery and a complaint lodged with the transport company. Please contact Grow In AG immediately for further information.

Miscellaneous information

Please note the following:

  • Please submit all complaints to us as promptly as possible.
  • Please refrain from submitting multiple complaints in the interests of meeting deadlines.
  • If you prefer to return accumulated complaints once a month for practical reasons, please note the following: As outlined above, goods subject to complaint are not generally replaced but rather sent for repair. You should therefore allow for a waiting period for handling any complaints. Only following successful repair will you receive the repaired product. Products are only replaced when complaints are acknowledged following inspection by Grow In AG. Where complaints involve obvious and unequivocal defects attributable to customer culpability and/or inappropriate operation, complaints will not be settled.