Return policy

Bustan offers a 10-day return policy on most items purchased through our website or retail store, with the exception of any of the following products:

• Nutrients, Supplements and Insecticides
• Water Treatment Products
• Carbon Filters
• Testing Tools
• Light Bulbs
• Light Kits
• Pumps

Bustan will exchange unused light fixtures, fans, tools, and accessories up to 10 days after you receive your order.


UNOPENED ITEMS
If the item is unopened and not damaged, you will receive a full refund, minus any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may be subject to a 25% restocking fee. In most cases, refunds will be given via the same method that they were originally paid for.

All returned UNOPENED mail orders are subject to a $15.00 restocking fee, plus the return shipping cost.

All packages must be sent back Return Receipt through Canada Post or UPS with SIGANATURE REQUIRED within ten (10) days of the issuance of an RMA#.

Bustan is not responsible, and will not issue a credit for any returned package lost in shipping and/or not received with 10 calendar days of the issued RMA#. The customer is responsible for all shipping costs in returning the product. It is your responsibility to package the product well to avoid damage during shipping!

The refund on an authorized return will be issued within 5-10 business days of receipt of the authorized returned product.

No refund will be issued, regardless of receipt, on any unauthorized return.


NON-DEFECTIVE ITEMS THAT HAVE BEEN OPENED AND/OR USED
Items must be placed in their original packaging and include all the original packing materials, printed materials, blank warranty cards, manuals, and any other item or accessory provided by the manufacturer. Returnable items must be in 100% resalable condition. In the event that a returned order has items missing or damaged, the order may be refused, or the value of the missing/damaged materials may be deducted from the total credit amount.

IMPORTANT: Non-defective items that have been opened and used may be subject to shipping, handling and 25% restocking fees, depending on its condition.


DEFECTIVE ITEMS
During the 10-day return period, any defective items will be handled by Bustan. After the 10-day return period, refer to the manufacturer's warranty. Bustan may, at its discretion, honour the manufacturers warranty after the 10-day return period. However, you will be responsible for shipping and handling fees.

If an item is returned to Bustan as defective, and it is determined that there is nothing wrong with the product, than you will be responsible for any shipping and handling fees incurred. This will also be the case if the product warranty is voided.

Items must be placed in their original packaging and include all the original packing materials, printed materials, blank warranty cards, manuals, and any other item or accessory provided by the manufacturer.

IMPORTANT: Items that arrive broken and cannot be inspected for defects will not be legible for replacement. Bustan does not assume responsibility for any breakages.


BROKEN BULBS/GLASS
Bustan does not accept returns on bulbs or other glass products in which the glass has been cracked or otherwise broken.

IMPORTANT: Like any other shipping company, Canada Post and UPS do not provide insurance for glass breakage because these items carry a high risk of damage. The customer can however request to ship them at their own risk.


ITEMS THAT ARRIVE DAMAGED
Damages that may occur during shipping are the responsibility of the shipping company, but Bustan will assist in expediting the matter. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability.

IMPORTANT: When any damages or shortages occur in shipment, they must be reported to Bustan within 24 hours. Failure to do so, may result in no credit being issued.


RETURN PROCEDURE
Before sending back any returns, you must first call Customer Service at 888-YOU-GROW to receive an R.A.# (Return Authorization Number). Please write this number in big letters on the outside of the shipping box to avoid having it sent back to you unopened. The R.A.# Issued to you will be good for up to 10 days.