Purpose

The purpose of this policy is to provide efficient guidelines to both protect Hope Innovations from fraudulent claims as well as provide prompt solutions to customer issues.

Unfortunately, there are many sophisticated and convincing
fraudulent tactics that are used to exploit the kindness of companies that try to help fix their customers problems. We must protect ourselves from scams,
reputation attacks, fraudulent claims or events that could be used to attack our company.

We will work our best to make this process simple, and prompt for genuine claims, however we need our customers to work with us to guarantee the process can go smoothly.

For all refund and warranty requests, we reserve the right
to refuse service if a customer circumvents this policy and uses intimidation or harmful means to receive a refund. This may include but is not limited to:

• Threatening staff or company members or affiliates
• Sever Harassment of staff or affiliates
• False reputation campaigns or posting false experiences on public forums as a form of reputation attack.
• Deliberate damage, or fraudulent means to damage product to receive a refund / replacement.

Refunds

Refunds are provided differently depending on the time since purchase. There are two categories that will qualify:

• First Received
• Up to 30 Days after Received

First received

Product that has be first received will fall into two categories:

• Product is Damaged
• Product is Missing / Incorrect / Manufacturing Defect

Product is Damaged

If product is first received damaged, we will require additional information to confirm cause and severity.

Typically, this is caused during shipment. Abuse of packages, or damaged to box is very common and on occasion can result in damaged product. Since the shipping company has damaged the product, we will need information that we send to the shipping company to pay us back for the product they damaged.

This may include, but is not limited to:

• Pictures of damaged product or packaging.
• Video of damaged product or packaging.
• Proof of purchase.
• Troubleshoot to confirm product is damaged.
• Addition Shipping information such as date of delivery and how it was delivered.

When we receive the information, we require. You will be given one or both of these options for your refund.

Refunded for the damaged part

We will refund you the cost of the damaged piece. This will just be the cost of the piece that was damaged and not the entire system.

If the piece is still functional this is a great option as you have a working garden however you did not have to pay for the damaged piece. For cosmetically damaged pieces, this is usually recommended.

Replacement of damaged part

We will ship out a replacement for the damaged part.
Depending on the severity this may or may not be paid by us.

• If the damage is cosmetic and the function of the part is not affected, the customer may need to pay shipping of replacement part.
• If the damaged product is not functional. The part cannot be used. We will replace the part and pay the shipping

An example would be: You have received your garden and the box was damaged during shipping. You notice the tray was scratched and the reservoir is cracked. Since the reservoir is not functional, we would replace the reservoir and ship a new one at our expense.
Since the tray is still functional, we would refund you the cost of the trays, or you could pay the shipping for a new replacement.

Product is Missing, Incorrect or manufacturing defect

Product is Missing

If the product is first received and found to be missing pieces, we will send a replacement at our expense. This will be a replacement only for what is missing.

An example would be: You have received your garden and there is no expansion tray. We will send out an expansion tray at our expense.

Product is Incorrect

If product is first received and found to have incorrect pieces, we may have additional questions to confirm details.

Once the product is found to be incorrect, a replacement will be sent for free, and the shipping paid by us. The customer can keep the incorrect piece, or we may pay to have it shipped back to us.

As we are constantly improving our shipping and packaging practices it is possible the pieces are not all together and may be somewhere
else in the box. We may need you to confirm you have checked all the possible places we package pieces.

We do not consider a replacement part as incorrect. So, a part that has the same function but not the same appearance as the manual shows, will not be considered an incorrect piece on that fact alone.

For example, if the manual shows a syringe and you have received a measuring cup, this is not considered an incorrect piece. Since you received a piece that has the same function as the one in the manual you do not have an incorrect piece.

This may also include substituted products, such as different dry erase markers, light stands, pumps, or nutrients.

The pictures in the manual may not match the exact picture of what you receive. The function of the piece will match.

An example would be: You have received 2 of the same tray covers, but are missing one. You can keep the extra tray cover, and we will send you the missing one at our cost. We may send a shipping label to ship the extra piece back to us.

Product has manufacturing defect

We do our best to manage quality control, however sometimes defects get by us. Before confirming if a product has been manufactured incorrectly you may be required to answer additional questions. These may include but are not limited to:

• Pictures of damaged product or packaging.
• Video of damaged product or packaging.
• Proof of purchase.
• Troubleshoot to confirm product is damaged.

If you receive a product that has a manufacturing defect you will be given one or both of these options for your refund.

Refunded for the damaged part

We will refund you the cost of the defective piece. This will just be the cost of the piece that was defective and not the entire system. The customer will then keep the piece.

If the piece is still functional this is a great option as you have a working garden however you did not have to pay for the damaged piece. For cosmetically damaged pieces, this is usually recommended.

Replacement of damaged part

We will ship out a replacement for the defective piece. Depending on the severity this may or may not be paid by us.

An example would be: You received your garden, and the expansion tray does not have a cut out on the drain. Since this makes the piece not functional, we would send a proper replacement at our expense. We may require you to send the tray back to us so we can fix this issue with our manufacturer. We would pay the shipping to have the piece sent back to us.

Up to
30 Days after Received

Hope Innovations offers a 30 day money back guarantee on all of our garden kits. This is 30 days after you have received your garden.

If you received your garden and did not set it up for 30 days, you would no longer apply for the refund as 30 days have expired after you have received your garden.

If for any reason you do not like the garden and would like a refund, you can send it back to us and we will refund you the cost of your garden for up to 30 days after received.

Customer will be refunded the cost that was paid for, an not current cost of system. For example, if the customer purchased the kit during a sale, they would receive the sale cost as a refund, and not the full cost of the system with no sale.

The cost of shipping to us from the customer will not be refunded. Only the cost they paid for the system / product.

We reserve the right to refuse services such as additional sales after a garden has been returned and refunded. For example, if you
purchase a garden, and send it back to us for a full refund, should you choose to purchase another garden we may refuse the order.

Warranty

For parts that have failed, and it was not first received failed, Hope Innovations offers a 1 Year warranty on all non consumable parts. This will include:

• All Plastic Molded Parts
• Light Assembly and Ballasts
• Timer
• Light Stand
• GFI Plug
• Tents

This does not include parts are consumed, or can be easily damaged with improper care

• Pumps
• Light Bulbs
• Hoses
• Fittings

Consumable

• Nutrients
• PH strips
• Growing Plugs
• Dry Erase Marker
• Seeds

If any product is first received as damaged including consumables it will still qualify for a refund.

Additional information may be requested to confirm product is no longer operative. This may include but is not limited to.

• Pictures of damaged product or packaging.
• Video of damaged product or packaging.
• Proof of purchase.
• Troubleshoot to confirm product is damaged.

The 1-year time span starts from first receiving the product. If the product was never used, and one year has expired the product no longer applies for warranty replacement.

Parts that have failed and are to be replaced through warranty may need to be shipped back to us to confirm status and fix issues with our manufacturer.

We may require us to receive the broken piece before we ship out the replacement.