Complaint

Despite the most careful order picking and outgoing goods inspections, errors in shipping or delivery cannot be completely ruled out in individual cases. Should you ever need to complain about one of our products, we apologize for any inconvenience. To resolve your issue quickly and as best as possible, please proceed as follows. The following complaints guide contains all the information you need to follow for a smooth claim for general and specific products at Growtech GmbH. For further questions, please contact our complaints department at reklamation@growtech.eu

Instructions and procedure

Please contact our headquarters first

Phone: +49 30 3443642
Availability: Monday-Friday 10:00 a.m.- 6:00 p.m.

To facilitate and speed up the processing of your complaint, please have the following ready:

• Your invoice or
• Order confirmation

Head office will connect you with the complaints department for warranty claims, or with the customer service/sales department for other issues. Describe the issue as precisely as possible. The representative will coordinate the next steps with you.

Return of goods

Please do not return any goods without consulting us. This way, an unnecessary return can be avoided.

If you return the goods for which you are complaining, please enclose the following documents with your shipment:

• Complaint form , printed and fully completed
• Proof of purchase or a copy of the proof of purchase (invoice, receipt, sales slip, etc.)

Note: Without the receipt or a copy of it, we unfortunately cannot process your complaint – we ask for your understanding. The complaint form (see this page) is also included with every outgoing shipment and can also be found in the [Downloads] section of our webshop. Please note that we only accept properly packaged (original packaging or packaging that protects the goods as well as the original packaging to prevent damage during return transport) and sufficiently stamped shipments. Postage-paid shipments or CODs will be rejected and will incur unnecessary costs.

Further procedure

As soon as we receive the goods you are complaining about, we will examine the reason for the complaint you stated. If a manufacturing or material-related defect is proven, we will offer a replacement or repair. If the repair or replacement fails, you can request a reduction in the price or cancellation of the contract.

Transport damage

Any visible transport damage must be recorded in writing on the receipt immediately upon delivery and reported to the carrier. Please also inform Growtech GmbH immediately.

Other information

We ask you to note the following:

• Please submit all complaints to us as promptly as possible!
• In the interest of meeting deadlines, avoid collective complaints!
• If, for rational reasons, you prefer to return all accumulated complaints once a month, please note: As previously stated, complaints are not generally exchanged, but rather sent by us for repair. Therefore, you must allow for a waiting period while the complaint is processed. You will only receive the repaired product after the repair has been completed. Products will only be exchanged if the complaint is accepted after inspection by Growtech GmbH. If the complaint is clearly and unequivocally due to customer fault or improper use, the complaint will be rejected.