Proper communication is key when purchasing products online. In the case of a product needing to be returned, it needs to be communicated effectively over email to u.ponics239@gmail.com.

If you have received a product which is defective; please notify us immediately or within 30 days of delivery. Once we have inspected the product and validated your return, we will repair/replace the product.

Step 1:

Log your return at u.ponics239@gmail.com and get your approved Return Reference.

Step 2:

Package your products safely and securely to avoid damage in transit.

Step 3:

Note your Return Reference issued by UPonics clearly on the package.

Step 4:

Ensure that all items received is placed in the package and nothing is left behind.

Step 5:

Await collection

• Collection will be logged by us as soon as a Return Reference is issued to you. Please ensure that the package is ready for collection and you are available to dispatch the package back to us.
• The above must be followed to ensure a quick return process, failure to follow the above may delay the process or result in the return being void altogether.

• Live Plants.
• Hardscape.
• Damaged products or not in their original form.

These are products that have damage arising from:

• Normal wear and tear.
• Negligence, abuse or incorrect usage of the product.
• Electrical surges.
• Corrosion resulting from atmospheric conditions.
• Poor maintenance of the product.
• Unauthorized alterations to the product.

Unwanted Products:

Be sure of your purchase and research the product before purchasing. If you wish to donate the product to the store, we will gladly accept it at your cost. You may return the product within 7 days of purchasing if it is unused and has not been opened in exchange for a refund.

Discontinued & Discounted:

Products that have been discontinued or are on discount due to a sale. In-store student and pensioner discounts do not apply.

We take great care in packaging our products for delivery. Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us by following the Online Return Process.

This needs to be done within 12 hours after delivery has been received.

We will arrange to collect the product from you. Once we have inspected the product and validated your return, we will replace the product as soon as possible.

A product may have a supplier warranty that extends beyond the 6-month Standard Warranty.

If such a product turns out to be defective after 6 months from delivery/collection, please follow the online return process.

Please note that any Manufacturer Warranty is subject to the Manufacturers terms and conditions they may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

U Ponics is under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer.

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to refuse the return.

If you return a product that does not comply with the Policy, you will be liable to reimburse U Ponics for the cost of collecting the product from you and the cost of having the product returned to you. The product will only be sent back once payment for collection and return is made.

Please note that refunds are processed through YOCO.