RETURNS & REFUND POLICY
Last updated: October 2026
At Pure Grow, we want you to be satisfied with your purchase. We take care to ensure that our products are supplied in good condition and that orders are packed correctly.
This Returns & Refund Policy explains how we handle returns, damaged or incorrect products, cancellations and refunds for purchases made through puregrow.online.
Damaged, Defective or Incorrect Products
If your Pure Grow product arrives damaged, defective or incorrect, please contact us as soon as possible at support@puregrow.online.
Please provide:
- Your name and order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging if the item was damaged during delivery
Once we have reviewed the issue, we will advise you on the next steps.
Where appropriate, we may offer a replacement, exchange or refund, subject to applicable South African consumer protection legislation.
Please do not dispose of a damaged or defective product until we have responded to your request, as we may require additional information or ask for the product to be returned.
Change-of-Mind Returns
If you wish to return an eligible product because you have changed your mind, please contact us at support@puregrow.online before returning the product.
To qualify for a change-of-mind return, the product should generally be:
- Unused
- Unopened
- In its original packaging
- In a condition suitable for resale
For health, safety and product-integrity reasons, we may not be able to accept a biostimulant product that has been opened, used, tampered with or improperly stored, except where the product is defective or applicable law provides otherwise.
Any statutory cooling-off rights applicable to an online transaction will continue to apply.
Return Shipping
Where a return is made because the customer has changed their mind, the customer may be responsible for the reasonable cost of returning the product, subject to applicable law.
Where Pure Grow supplied an incorrect, defective or damaged product, we will arrange or cover reasonable return costs where required.
Please contact us before sending a product back so that we can provide the appropriate return instructions.
Refunds
Once an eligible returned product has been received and inspected, we will notify you regarding the outcome of your return.
Where a refund is approved, it will ordinarily be processed using the original payment method, where possible.
The time it takes for the refunded amount to appear in your account may depend on your bank or payment provider.
Original delivery charges and return delivery costs may not be refundable for change-of-mind returns, except where required by applicable law.
Incorrect Use or Storage
Pure Grow is intended to be used according to the instructions provided with the product.
We cannot offer a refund solely because the desired plant result was not achieved where the product has been correctly supplied and is not defective.
Plant performance can be affected by numerous factors outside our control, including soil conditions, climate, plant health, water quality, application rate and method, environmental conditions and the use of other products.
Products that have been damaged as a result of incorrect use, improper application, improper storage, contamination or failure to follow the supplied instructions may not qualify for a refund, except where otherwise required by law.
Product Results
Pure Grow is a plant biostimulant designed to support healthier plants, stronger growth and improved plant performance.
Individual results may vary depending on the plant, growing conditions, application and other environmental factors.
A return or refund cannot therefore be based solely on a customer’s expected plant growth or performance not being achieved, unless there is a defect or other basis for return under applicable law.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at orders@puregrow.online.
If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it and arrange the appropriate refund.
If the order has already been dispatched, it may need to be handled as a return.
Consumer Rights
Nothing in this Returns & Refund Policy is intended to remove, restrict or replace any rights available to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 and, where applicable, the Electronic Communications and Transactions Act 25 of 2002.
Where this policy conflicts with a consumer’s mandatory statutory rights, the applicable legislation will take precedence.
To request a return, report a problem with an order or ask a question about a refund, please contact:
Pure Grow
Email: support@puregrow.online
Please include your order number and the reason for your request so that we can assist you as quickly as possible.