Can I return a purchased Item?

If something goes wrong with your order, don’t worry; we’re here to help! Simply contact us within 7 days of receiving your order for assistance. Please note that returns will only be considered for products that are unopened, unused, and in their original packaging.

Incorrect/damaged item on arrival

In the unlikely event that you receive an order with an incorrect product or your order arrives damaged, please take a photo or video and contact us within 7 days of delivery. Keep all items exactly as they were delivered (including packaging) until you’ve heard from our team.

Change of mind

If you’ve had a change of heart about a product, you may request to return goods within 7 days from the date of supply. Returns must be submitted in writing. If we accept the return for credit, the goods must be returned to us at your expense, in their original condition and packaging, with the original invoice number quoted. Goods specifically imported or produced on your behalf cannot be returned without our prior written approval and only on agreed-upon terms.

Faulty product

If you believe you’ve received a faulty product, please contact our Customer Care Team with a detailed description of the product fault, along with a photo or video. Please ensure you include the batch and manufacturing date of the product, or serial number of a device. Rest assured that goods leaving our premises are adequately packed, and any claims for damage or loss in transit must be made against the carrier as per their prescribed procedures.

Allergy return

In the rare instance that you believe you’ve had an allergic reaction to a product, please discontinue use immediately and contact our Customer Care Team with a photo or video of your reaction. Our team of experts will help you determine whether it’s an actual allergic reaction or a normal response.

What happens after I return a product?

If our team has requested you to return a product, please ensure you pack it carefully to ensure safe delivery. Returns typically reach us within 2-3 business days. Once we receive your return, we will process it within 5 business days and promptly get in touch with you to update you on the status of your return.

Questions about your order, products, or return?

For any inquiries regarding your order, products, or return, please don’t hesitate to reach out to our dedicated Customer Care Team. We’re here to assist you ASAP during business hours, Monday to Friday (9am to 5pm). After hours you can also contact us via email at info@exogrow.co.nz, we will get back to you by 9am the following business day.