Refund policy

Last updated: 1 October 2026

This policy explains how to cancel an online order, return products and request a refund from Gro Chem Limited. It applies to purchases made through our website. Nothing in this policy limits your statutory rights under UK consumer law.

1. Cancelling or changing an order before dispatch

Contact us as soon as possible if you wish to cancel or change an order. We process orders quickly, so we will do our best to help but cannot guarantee that a change or cancellation will be possible once processing has begun.

If the order has already been dispatched, you may still have the change-of-mind cancellation rights described below.

2. Change-of-mind cancellations for online orders

If you are a consumer buying online, you normally have the right to cancel your order without giving a reason. You must tell us that you wish to cancel within 14 days after the day you receive the products.

If an order is delivered in separate parcels, the cancellation period runs from the day after you receive the final item. You may contact us by email or use the model cancellation form in our Terms and Conditions. You do not have to use the form, but your message must clearly state that you wish to cancel. Please include your order number.

3. Returning a change-of-mind order

You must send the products back within 14 days after telling us that you wish to cancel. Please contact us before sending a return so that we can provide the correct instructions. Unless we tell you otherwise in writing, returns should be sent to:

Gro Chem Limited
Unit 10, C R Bates Industrial Estate
Stokenchurch, Buckinghamshire
HP14 3PD
United Kingdom

Please return products securely packaged and, where reasonably possible, in their original packaging. We recommend using a tracked service and keeping proof of postage.

You may inspect products as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the products.

Unless the products are faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost of returning a change-of-mind order.

4. When the change-of-mind right may not apply

The statutory right to cancel may not apply to:

• products made to your specification or clearly personalised;
• products liable to deteriorate or expire rapidly; or
• sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed.

These exceptions do not affect your rights if a product is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.

5. Faulty damaged incorrect or missing products

Products must be of satisfactory quality, fit for purpose and as described. Your remedies are governed by the Consumer Rights Act 2015.

Please contact us as soon as possible if an order is faulty, damaged, incorrect or incomplete. For transit damage, we ask that you contact us ideally within 48 hours and provide your order number. This helps us investigate with the courier but does not reduce your statutory rights.

Where possible, please include photographs of:

• the product received;
• the fault or damage;
• the outer packaging; and
• the delivery label.

Consumers normally have a short-term right to reject faulty goods within 30 days of delivery. Depending on the circumstances and your legal rights, we will arrange an appropriate refund, repair, replacement or price reduction. We will cover reasonable return costs where products are faulty, damaged or supplied incorrectly.

6. Refund amounts and timing

For an eligible change-of-mind cancellation, we will refund the price paid for the products. If you paid for delivery, we will also refund the cost of our standard delivery service. We do not have to refund any additional amount paid for a premium delivery option.

We will make the refund using the original payment method unless agreed otherwise. We may withhold a change-of-mind refund until we receive the returned products or evidence that they have been sent back, whichever happens first. We will then process the refund without undue delay and no later than 14 days after that date.

Refunds for faulty goods will be processed within the time required by law once we have agreed that you are entitled to the refund. Your bank or payment provider may take additional time to credit the funds after we have processed them.

7. How to contact us about a return

Email info@growchem.co.uk and include your order number, the reason for the return and any relevant photographs. Please wait for our return instructions before sending the products.

If you are cancelling because you have changed your mind, you only need to provide a clear statement that you wish to cancel; you do not have to give a reason.

8. Business customers

The statutory consumer cancellation rights in this policy apply only when you buy wholly or mainly for purposes outside your trade, business, craft or profession. Separate written trade terms may apply to business purchases.

9. Contact information

Gro Chem Limited
Email: info@growchem.co.uk
Telephone: 01494 972670
Returns and complaints address: Unit 10, C R Bates Industrial Estate, Stokenchurch, Buckinghamshire, HP14 3PD, United Kingdom