Refunds, Repairs & Warranty

Highland Grow & Flow is committed to customer satisfaction and therefore recommend you read our Refunds, Repairs and Warranty Policy prior to making your purchase. This will ensure that you are familiar with our policy on refunds, repairs and warranties and your rights under the Australian Consumer Law.

This is a Refunds, Repairs & Warranty Policy of Highland Grow & Flow online, and only applies when you make a purchase from

If you have any queries about this policy or product information, please contact Highland Grow & Flow at


Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview products before adding them to your shopping cart and proceeding with the order.


If an item is faulty or damaged, please contact Highland Grow & Flow at as quickly as possible and we will endeavour to rectify the situation.

Where an item is damaged through – accident, misuse, neglect, wilful damage, improper care, problems with electrical power and/or installation (not in accordance with the goods instructions), normal wear and tear, fire, flood, failure to perform required preventative maintenance or any other similar circumstances; Highland Grow & Flow cannot provide a refund, exchange or repair, whether the fault is identified by Highland Grow & Flow, the manufacturer or the distributor.

If the item is returned and is found not to be faulty, there will be a charge depending on the supplier and payment will be required prior the return of the product.


Refunds will be processed promptly upon receipt of the item and payment made by the same method used to make your online purchase. Refund payments may take up to seven (7) days to be received. Refunds are made at the discretion of Highland Grow & Flow.


Goods returned for repair will be assessed and/or repaired within a reasonable timeframe. Repair time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description. As part of the repair, you may be required to pay labour, assessment and/or freight, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. An indicative fee may be provided, which may vary due to reasons beyond our control.


Highland Grow & Flow will honour all manufacture warranties, subject to the terms and conditions of those manufacturers. However, warranty does not cover abuse, neglect, improper care, loss or damage for incorrect usage and failure to comply with manufacturer’s instructions. If you wish to make a warranty claim you must contact Highland Grow & Flow at prior to making the claim.

Warranty claims will be processed at Highland Grow & Flow’s discretion as a refund, repair or replacement. A warranty claim will NOT be processed until Highland Grow & Flow has received the returned product.

In all circumstances, you will be responsible for the freight to and from Highland Grow & Flow, as goods will not be returned until freight has been paid for.


If you believe an item is faulty, you may have a right to remedy under the Australian Consumer Law. These rights are not impacted by a change of mind or limited by a defined timeframe. However, the Australian Consumer Law does recognise that the relevant time period may vary from product to product depending on the nature of the goods, the price paid and any representations made about the goods.

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their distributor for it to be assessed within a reasonable period of time. If there is a major failure with the item, you are entitled to a replacement or refund and for compensation for any other reasonably foreseeable loss or damage.  If the failure is minor, we will have the goods repaired or replaced (at our discretion) within a reasonable timeframe.

Any goods that Highland Grow & Flow considers to have breached the consumer guarantee will cover the delivery charges to return the goods to us.

Highland Grow & Flow will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.