Last Updated: 2 November 2026
1. Introduction
This Cancellation & Refund Policy explains the conditions under which customers may request order cancellations and refunds for purchases made through Vertical Hydro Farms.
We aim to maintain a transparent and fair process for handling customer requests while complying with applicable Indian consumer protection laws.
2. Order Cancellation Before Dispatch
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation requests received before the order has been dispatched will generally be considered for cancellation.
Once the cancellation is approved:
- The order will be cancelled.
- The customer will be notified.
- Any amount eligible for refund will be initiated through the original payment method or another mutually agreed lawful method.
Cancellation requests are subject to order processing status.
3. Cancellation After Dispatch
Once an order has been dispatched, it may not be possible to cancel the shipment immediately.
Customers should contact our support team.
Depending on the shipment status, we may:
- Request the courier to intercept the shipment.
- Arrange return to origin, where possible.
- Guide the customer through the applicable return process.
Any refund will be subject to verification, the condition of the returned product and applicable consumer law.
This does not restrict a customer’s statutory rights where the goods are defective, misdescribed, deficient or otherwise qualify for a legal remedy.
4. Cancellation by Vertical Hydro Farms
We reserve the right to cancel an order for legitimate reasons, including:
- Product unavailability.
- Incorrect product pricing caused by a technical error.
- Payment verification issues.
- Suspected fraudulent transactions.
- Delivery restrictions.
- Operational or legal reasons.
If payment has already been received, any refundable amount will be processed promptly.
Customers will be informed of the cancellation.
5. Refund Eligibility
Refund requests may be considered in circumstances including:
- An order cancelled before dispatch and approved for cancellation.
- A product received in a defective or damaged condition.
- A product materially different from its advertised description or confirmed order.
- Incorrect products delivered.
- Products or items missing from an order.
- Orders cancelled by Vertical Hydro Farms after payment.
- Other situations where a refund is required under applicable Indian law.
Each request will be assessed based on the circumstances and applicable legal requirements.
6. Non-Eligible Voluntary Refund Requests
A voluntary refund may not be available for the following reasons:
- Change of mind after dispatch.
- Personal preference changes.
- Ordering the wrong product despite accurate product descriptions.
- Failure to follow installation instructions.
- Damage caused by improper handling.
- Unauthorised modifications.
- Normal wear and tear.
- Cosmetic changes arising from ordinary use.
However, this section does not exclude refunds or other remedies that may be legally required for defective, deficient, misdescribed or otherwise non-conforming products.
7. Refund for Damaged Products
If a product arrives visibly broken or damaged during transportation, customers should contact us promptly.
Please provide:
- Order number.
- Delivery date.
- Photographs of the damaged product.
- Photographs of the packaging.
- Unboxing video, if available.
After verification, an appropriate remedy may be provided, which may include:
- Replacement of the affected tower, where appropriate.
- Refund.
- Another lawful resolution agreed with the customer.
The remedy will depend on the nature of the damage and applicable consumer protection requirements.
8. Refund Method
Approved refunds will normally be processed through the original payment method wherever possible.
Depending on the payment provider, refunds may be credited to:
- Original UPI payment source.
- Original debit or credit card.
- Original net banking account.
- Other applicable payment method.
Customers may be required to provide transaction references for verification.
9. Refund Processing Time
Once a refund is approved, we will initiate the refund through the relevant payment channel.
Our target processing period is generally 7–10 business days after approval, subject to payment gateway and banking procedures.
The actual credit date may vary depending on the bank or payment provider.
If a refund is delayed beyond the expected period, customers may contact our support team with the relevant order and payment details.
10. Shipping Charges and Refunds
Original shipping charges and return shipping charges will be handled according to the circumstances of the claim and applicable law.
Where the return or replacement is required because of our error, an eligible refund or replacement will not be denied merely because the customer would otherwise have to bear the return cost.
For voluntary returns that are not legally required to be accepted, applicable return shipping costs may be borne by the customer if disclosed in advance.
11. Partial Refunds
In appropriate circumstances, a partial refund may be considered where:
- Only part of an order is affected.
- A specific item is missing.
- A customer and the Company agree to a partial resolution.
- A partial refund is otherwise an appropriate lawful remedy.
Any partial refund will be communicated to the customer before processing.
12. Duplicate Payments
If a customer is charged more than once for the same order due to a payment processing issue, the duplicate amount will be investigated.
Verified duplicate payments will be refunded through the relevant payment channel.
13. Refund Status
Customers can contact our support team to check the status of an approved refund.
Please provide the order number and payment reference, if available.
14. Statutory Consumer Rights
Nothing in this policy shall be interpreted as restricting any rights or remedies available to consumers under:
- Consumer Protection Act, 2019.
- Consumer Protection (E-Commerce) Rules, 2020.
- Other applicable Indian consumer protection laws.
Where a refund or other remedy is legally required, we will comply with the applicable legal requirements.
15. Contact Information
For cancellation and refund requests:
Business Name: Vertical Hydro Farms
Email: support@verticalhydrofarms.com
Phone: +91 93803 60225
Website: https://verticalhydrofarms.com
We appreciate your understanding and remain committed to resolving genuine customer concerns fairly and transparently.