Last Updated: 2 November 2026
1. Introduction
Vertical Hydro Farms aims to deliver quality hydroponic tower systems and related products to customers across India.
This Return & Replacement Policy explains the conditions under which customers may request a return or replacement for products purchased through our website.
Our policy is designed to provide a clear process for resolving genuine product-related issues while maintaining the quality and integrity of our products.
2. Eligible Reasons for Return or Replacement
Customers may contact us for a return or replacement in the following situations:
2.1 Product Damaged During Delivery
If the hydroponic tower or another supplied product arrives visibly broken, cracked or physically damaged during transportation, customers should report the issue promptly.
The claim will be reviewed after examining the submitted photographs, packaging evidence and other relevant information.
2.2 Incorrect Product Delivered
If a customer receives a product different from the product confirmed in the order, the issue will be investigated.
Where the error is attributable to us, an appropriate replacement or refund will be arranged.
2.3 Missing Items
If any item included in the confirmed order is missing, customers should notify us.
We will verify the order contents and arrange an appropriate resolution where the missing item is confirmed.
2.4 Defective or Non-Conforming Products
If a product has a defect, is materially different from its advertised specifications or does not conform to the confirmed order, customers may contact us for an appropriate remedy under applicable law.
3. Reporting Period
Customers are encouraged to report visible transit damage, broken tower sections, incorrect items or missing items within 48 hours of delivery.
This period helps us collect evidence and coordinate with logistics partners.
However, this reporting recommendation does not waive statutory consumer rights or legally applicable remedies.
4. Evidence Required
To help us process a return or replacement request, customers should provide:
- Order number.
- Customer name.
- Registered mobile number.
- Date of delivery.
- Description of the issue.
- Clear photographs of the affected product.
- Photographs of the packaging.
- Unboxing video, if available.
We may request additional information where reasonably necessary to investigate the claim.
5. Product Inspection
Returned products may be inspected before a replacement or refund is approved.
The inspection may consider:
- Physical condition.
- Structural integrity.
- Signs of transportation damage.
- Signs of customer-inflicted damage.
- Evidence of unauthorised modification.
- Product configuration.
- Packaging condition.
- Whether the reported issue existed at the time of delivery.
Inspection will be conducted reasonably and will not be used to deny a remedy that is required under applicable law.
6. Non-Eligible Voluntary Returns
Subject to statutory consumer rights, voluntary returns will generally not be accepted in the following circumstances:
- Products damaged due to customer negligence.
- Products physically altered by the customer.
- Products with unauthorised modifications.
- Products damaged during improper installation.
- Products damaged through misuse.
- Products showing normal wear and tear.
- Products returned without relevant order verification.
- Products returned in a condition materially different from the condition in which they were delivered, except where such condition is itself the subject of a valid claim.
7. Customer-Inflicted Damage
Damage caused by customers after delivery is not eligible for voluntary warranty-based replacement.
Examples include:
- Drilling additional holes into tower sections.
- Cutting or modifying tower sections.
- Making unauthorised planting openings.
- Breaking or bending tower sections.
- Applying excessive physical force.
- Using inappropriate tools.
- Altering the original structure.
- Damage resulting from improper assembly or handling.
Such damage will be classified as customer-inflicted physical damage rather than transportation damage.
This exclusion does not apply where the underlying issue is a pre-existing defect or another condition for which a statutory remedy is required.
8. Replacement Process
Where a replacement is approved:
- The customer will receive confirmation.
- The affected product or section may be collected or inspected, where necessary.
- The replacement arrangement will be communicated.
- The replacement will be dispatched subject to availability.
- Tracking information will be shared where available.
Replacement products will be subject to the applicable product specifications and legal requirements.
9. Return Shipping
Where a return is required because of an incorrect product, verified delivery damage or another issue attributable to Vertical Hydro Farms, the Company will arrange or bear reasonable return shipping costs as applicable.
For voluntary returns not required by law, return shipping charges may be borne by the customer where this has been disclosed.
10. Original Packaging
Customers should retain the original packaging until they have inspected the delivered products and confirmed that the order is complete and in acceptable condition.
Where a return is approved, customers should use suitable packaging to prevent additional damage during transportation.
A lack of original packaging will not automatically eliminate a statutory remedy.
11. Refund Instead of Replacement
Where replacement is unavailable, unsuitable or otherwise not the appropriate legal remedy, a refund may be provided in accordance with our Cancellation & Refund Policy and applicable law.
12. Products Not Covered by Voluntary Warranty
The limited voluntary warranty offered by Vertical Hydro Farms applies exclusively to the hydroponic tower structure.
Individual parts and components are not covered by a separate company warranty.
However, the absence of a voluntary component warranty does not remove any statutory rights a customer may have in relation to defective or non-conforming goods.
13. Contact Information
For return and replacement requests:
Business Name: Vertical Hydro Farms
Email: support@verticalhydrofarms.com
Phone: +91 93803 60225
Website: https://verticalhydrofarms.com
All requests will be reviewed individually, with due consideration to the nature of the complaint and applicable Indian consumer protection laws.