Return, Warranty & Repair Policy Information & Process
RMA Hot Line: We have an RMA Hot Line for your convenience to answer technical questions, troubleshoot product challenges, help expedite your return/repair process, and/or potentially eliminate a return/ repair altogether.
| HOT LINE | (888) 582-2RMA(762) |
| [email protected] | |
| WEBSITE |
www.HawthorneGC.com (Login as a dealer and follow the instructions below) |
| TITAN CONTROLS HOT LINE | (888) 808-4826 |
| IDEAL-AIR HOT LINE | (877) 943-3251 |
Titan Hotline hours 5:00 am to 4:30 pm PST, RMA & Ideal-Air
Hotline hours 7:00 am to 5:00 pm PST
RMA Instructions
- Please review the Hawthorne Limited Warranty before proceeding with your RMA.
- To submit an RMA, click on the RMA Request button on the Return Warranty Information page. Fill out the form completely. All fields are required, with the exception of the invoice field.
- Select your Return Type (i.e. Defective, Damaged in Transit or Shipping Error).
- Defective:
- You will be prompted to upload a picture of the defective and provide a serial number for each defective item. Both are required or your RMA will be denied. Duplicate serial numbers will be rejected.
- If the item is a Gavita LED, please show a picture of the unit plugged in.
- In addition to the product image, upload a copy of the original proof of purchase. Reprints are not accepted. If your dealer proof of purchase is out of warranty, you will be required to submit your consumer proof of purchase to verify purchase date.
- A Tech Support representative may reach out to you for video of the product in question or for a video call to troubleshoot the product in question.
- Invoice Number is an optional field. If you provide an invoice number, we will reference that invoice for credit value. If an invoice is not provided, the credit will reflect our last Hawthorne sell price.
- Gavita LEDs: Per the Hawthorne Limited Warranty indoor, rack style lights (bar lights), the light shall be considered defective only if 15% or more of the individual light emitting diodes fail to illuminate. Per the Hawthorne Limited Warranty, indoor compact toplights (i.e. CT) the light shall be considered defective only if 5% or more of the individual light emitting diodes fail to illuminate.
- Select location you want your credit issued to.
- Add any applicable comments or notes about your return and submit.
- Damaged in Transit:
- You have 48 hours to submit a damaged in transit claim.
- Please inspect shipment at time of delivery and note all damages on the delivery receipt before the driver leaves.
- If the damage was concealed, you will need to submit your RMA under the Shipping Error return type.
- If damage was not concealed, a claim cannot be filed.
- If you chose damage was noted you will then need to fill in the date received, invoice number, how the product was delivered and upload pictures of the delivery receipt noting damages and pictures of the damaged product.
- Next you will select the products that were damaged and enter in the quantity.
- Select the location you would like your credit issued to.
- Add any applicable comments or notes about your return and submit.
- Shipping Error:
- You have 48 hours to submit a shipping error claim.
- Select the date received, was the product received by mistake, invoice number, how the product was delivered and images of the delivery receipt and product.
- Type in the product for the shipping error claim.
- Enter in the quantity, issue with shipping, if you need the missing or damaged item re-shipped and if you would like to keep the mis-shipped item and be billed for it.
- Add any applicable comments or notes about your return and submit.
- Return To Stock Request:
- Product must have been received within 14 days calendar days.
- Select the date received and original invoice number and qty to return.
- Product must be new, unopened and in resellable condition.
- Products purchased in Alaska, Hawaii and Puerto Rico do not qualify for return.
- A 20% restocking fee will be assessed and customer is responsible for inbound freight charges.
- Photos of product and/or pallets prior are required prior to Hawthorne setting up logistics pick up. It is the retailer’s responsibility to have freight ready during time of pickup.
- If product is not ready for pickup at time of carrier arrival, we will not honor a new pickup request and the store will be responsible for the freight.
- Products We Do Not Accept Returns On - Nutrients, growing media, manufacturer drop ship, special/custom order items and discontinued or closeout products.
- Use your RMA confirmation as your packing slip if it is required you send the items back to our warehouse. Our OTC department will process your RMA if deemed complete and in compliance with our RMA policy. The RMA turnaround time is typically 2 - 3 weeks.
- You will receive an email confirmation once your RMA is processed. You can find a copy of your RMA confirmation and your credit (if approved and processed) on our RMA report, found under Reports, RMA Report.
- Hawthorne will provide UPS shipping labels or a BOL for pick up. If no physical return is required, product will be credited and should be disposed of.
Important Reminders
- Be sure to test all products being submitted as defective or for warranty. Also, ensure that all products are still in warranty, by checking the date code, serial number or the consumers original proof of purchase (reprints are not accepted for warranty claims). If you need assistance with testing procedures, please call our RMA Department Hot Line.
- If a physical return is required, do not return any items not on your RMA confirmation. They will be disposed of and a credit will not be issued.
- Only return items purchased from Hawthorne Gardening Company.
- Please see our Direct Vendor List under the Product Warranty Information page for distributed brands that require defective RMAs to be submitted direct to the vendor.
- If a physical return is required, use appropriate packaging material to get item(s) safely back to us. Please do not ship any broken lamps/glass. Any item broken in transit from the customer to Hawthorne Gardening Company, will not be covered by Hawthorne Gardening Company.
- If a physical return is required and we cannot identify where a shipment came from, (i.e. the shipment we receive does not have the RMA confirmation pack slip, the RMA number on the shipping tag, or other ID) the shipment becomes the property of Hawthorne Gardening Company. That shipment will be disposed of if we do not hear from you within 30 days.
- If you do not provide an invoice number on the form and your claim is approved, your credit will reflect Hawthorne's last sell price.
- If the product is out of warranty by the date code or serial number and the original proof of purchase is not provided, your claim will be denied.
- A reprint will not be accepted for the original proof of purchase, must be the original receipt.
- Hawthorne Gardening does not accept Return to Stock (non-defective) returns.
Process Flow Examples
When the process is followed:
- The RMA is submitted. All required information is included, Serial Number/Date Code, Invoice Number (where applicable), Original Proof of Purchase (reprint not accepted), pictures of defective or damaged product and delivery receipt (if damaged or shipping error). Product warranty is verified before submission.
- The RMA authorization will be issued stating if product needs to be returned.
- If product needs to be physically returned, shipment will include the RMA confirmation as the packing slip. Hawthorne will provide UPS shipping labels or a BOL for pick up. If no physical return is required, product will be credited.
- Physical Return: All items shipped match the packing slip in quantity and description.
- The RMA goes directly to the repair department and is in the first in / first out of queue.
- This process ensures that RMA’s that have been submitted correctly will be handled in the most expeditious manner. A properly prepared RMA will not be delayed by an RMA that has been improperly prepared.
- Turnaround time for RMA processing is typically 2-3 weeks.
- For a physical return product will be credited once RMA is tested and deemed defective in accordance with our RMA policy.
- Credit for the RMA can be found on the RMA report.
When the process is not followed:
- The RMA is denied for incomplete information submitted. Dealer must then reach out to OTC to open the RMA back up and send in required documentation.
- For a physical RMA, the RMA is inspected by the RMA Department.
- Either the RMA authorization / pack slip is missing or it does not match the items shipped, and/or is not filled out accurately or completely.
- The RMA shipment is placed in the quarantine area. The discrepancies are noted on the receiving checklist and an RMA Technician contacts customer to obtain more information, if possible.
- Either the paperwork is created, corrected or a new RMA is made.
- RMA Technician matches the corrected paperwork to the return.
- When this situation is encountered it can delay the processing of the return. This delay could be several weeks, depending on the discrepancy (e.g. could not contact the customer, or there was no identification on the package, etc.).
Serial Number/Date Code Information
(Please check serial numbers on all defective units)
Key: Year Month Week Day
EcoPlus Elite Series Pumps 1.1752000000
2 Year Warranty Location: Mylar sticker on the back of the pump
Pre 10/2021 :
SR1234518123A
Stealth RO
Big Boy Back of the bracket.
List of Vendors who Handle RMA Requests Directly
These manufacturers only accept returns directly. Hawthorne Gardening Company cannot process returns for their products unless it is a mis-shipment or new return to stock.
- All Vendors on this list will require a dated original proof of purchase.
- You should advise your customers to contact these vendors directly. The vendor is equipped to help them troubleshoot the product. We recommend that you do not take returns for products from the manufacturers listed above.
Titan Controls and Ideal-Air Support Process
-
End user calls support line directly:
TITAN CONTROLS: 888-808-4826, 5:00 am to 4:30 pm PST
IDEAL-AIR: 877-9-IDEAL-1 (877-943-3251), 7:00 am to 5:00 pm PST
-
End user receives a case number and directions from support personnel.
- Only if directed to do so by support personnel, the end user will bring the case number to the store where the item was originally purchased.
RMA Freight Claims
PLEASE READ: IMPORTANT RECEIVING INSTRUCTIONS
ALL PALLET DELIVERIES WILL ARRIVE IN THE FOLLOWING PRESENTATION
1
The three bands of green & white Hawthorne branded tape.
2
A "X" on top of the pallet with green & white Hawthorne branded tape.
3
Green Label noting the customer name, order # and pallet # and count "1 of 3".
4
The three bands of green & white Hawthorne branded tape.
5
The three bands of green & white Hawthorne branded tape.
IF THE ORDER ARRIVES AND IS NOT INTACT AS OUTLINED ABOVE, PLEASE FOLLOW THE BELOW STEPS
1
Take a photo of the pallets for Hawthorne documentation as well as claim supporting documentation. Without photos, a carrier claim will not be honored.
2
While the driver is still present do not sign the shipping BOL until you have thoroughly inspected the contents of the pallet for missing or damaged items.
3
Any damage or missing items MUST BE NOTED on the Shipping BOL or delivery receipt. Without this documentation, a claim will not be approved.
4
In addition to signing the shipping BOL, please also PRINT LEGIBLY the last name of the person receiving the order.
5
ALSO NOTE - carriers will not approve claims that have the following verbiage "subject to inspection" or similar.
WHEN FILING AN RMA, make sure to document the above and attach photos within 48 hours of receipt. This can be accomplished online at https://www.hawthornegc.com/rma/rmarequest
ATTENTION CUSTOMERS: If a pack slip did not accompany their order, please reach out to customer service at: 888-478-6544
RMA Terms & Conditions
- Full RMA Terms and Conditions can be found under My Account > Terms and Conditions. The Hawthorne Limited Warranty can be found under Resources > Product Warranty.
- If you have a product you need to submit for RMA, submit your claim via the Hawthorne website under My Account > RMA Info & Request. Choose your Return Type. Fill in the form completely and submit all required information. Hawthorne Gardening Company warrants to the original
purchaser of this product against defects in material and workmanship
under normal use from the date of purchase. Original proof of purchase is required, if the product is out of warranty by serial number/date code. Refer to our Limited Warranty Page for more information. The Hawthorne Limited Warranty can be found under Resources > Product Warranty. Every product that is physically returned needs an RMA# and RMA confirmation in advance of return. Your confirmation will be emailed to you and you can find it under the RMA Report Page. This
confirmation is provided for your records and a copy must be used as a
packing slip for all physical returns. Credit will not be given if a product is returned without
prior RMA authorization. Each item returned needs to be included in the
RMA issued to you. Please do not send back ANY items not included on
your original RMA. You will need to request an additional RMA if you
have additional items that you want to send back. When contacting us for
an RMA be prepared to tell us the original invoice that a product was
purchased on. Additionally, please advise us the reason for the return.
-
Shipments back to Hawthorne Gardening Company: We are now using prepaid,
UPS ground labels for warranty returns. These will be emailed to you. If you
need additional labels, please contact us. Terms of use: These
labels are only to be used if you have a
defective product that you purchased from us, and it is currently under
warranty. In addition, it must be a product that qualifies for return to
us. Many products that we distribute need to be
sent directly back to the manufacturer.
See the included list of Vendors who handle their RMA’s
directly.
See the Direct Vendor List tab in the
RMA Info & Request web page.
-
Whenever possible ship products back to us in protective over wrap
boxes. All products that are damaged in transit because of deficient
packaging may not be eligible for warranty credit or repair.
-
RMAs may be handled as a repair or credit at the discretion of Hawthorne. Most other distributed items
that Hawthorne Gardening Company authorizes to be returned will
be credited if deemed defective and is within warranty period. If you
have a product that needs repaired, we will turn the product around
promptly. Please test all items and verify they are still in warranty
before you return them. Unless otherwise specified, all returns will be
shipped back to you on your next order.
- Hawthorne reserves the right, in its reasonable discretion, to reject requests for RMA confirmation, if such request does not comply with the Terms & Conditions.