Refund policy
At Farmhouse Grow, we want you to receive your products in good condition and as described on our website.
This policy explains our approach to returns, refunds and exchanges. Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 (CPA) or other applicable South African law.
1. Incorrect, Damaged or Defective Products
Please contact us as soon as reasonably possible if:
- You received the wrong product
- Your product arrived damaged
- A product is defective or does not perform as reasonably expected
- Your order is missing an item
Please provide your order number and, where appropriate, photographs showing the product and packaging.
We will assess the issue and, where applicable, arrange an appropriate remedy in accordance with the CPA.
Depending on the circumstances, the remedy may include repair, replacement or refund.
2. Change-of-Mind Returns
Where applicable, customers may have a right to return goods in accordance with the Consumer Protection Act.
Where a return is permitted, the product should generally be returned in accordance with the applicable legal requirements and any reasonable return instructions provided by Farmhouse Grow.
Certain products may be excluded from return where permitted by law, including products that cannot reasonably be returned due to their nature or that have been altered, used or opened in circumstances where the law permits exclusion.
3. Products That Have Been Used
Products should be returned in the condition required by applicable law.
We may not be able to accept a return where a product has been damaged through misuse, negligence, incorrect installation, improper storage or use contrary to the manufacturer’s instructions, except where applicable law provides otherwise.
4. Sale and Clearance Products
Sale or clearance pricing does not remove your statutory rights.
Products that are sold as defective or with a clearly disclosed fault may be subject to different return conditions where permitted by law.
5. Refunds
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
The time taken for the refund to reflect may depend on the payment provider or financial institution.
6. Return Shipping
Where a product is returned because it is defective, incorrect or otherwise qualifies for a remedy under applicable law, Farmhouse Grow will deal with reasonable return costs in accordance with the circumstances and applicable legislation.
Where a return is requested for another reason, the customer may be responsible for applicable return delivery costs where permitted by law.
7. Exchanges
Where appropriate and subject to availability, Farmhouse Grow may arrange an exchange for an eligible product.
If the replacement product is unavailable, another appropriate remedy may be offered in accordance with applicable law.
8. How to Request a Return
Before sending a product back, please contact us with:
- Your name
- Order number
- Product concerned
- Reason for the return
- Photographs or other supporting information where relevant
Please do not send products to an address without first receiving return instructions from Farmhouse Grow.
9. Refunds for Cancelled Orders
If an order is cancelled before it has been dispatched and the cancellation is accepted, we will process the applicable refund.
If the order has already been dispatched, the applicable return procedure may need to be followed.
10. Contact Us
For returns, refunds or product issues:
Email: sales@pietersmutsmusic.co.za
Website: farmhousegrowshop.co.za
Please include your order number in your correspondence so that we can assist you efficiently.
11. Statutory Rights
This policy is intended to explain our normal returns procedure and does not exclude, restrict or waive any rights or remedies that cannot lawfully be excluded under South African legislation.