Return, Warranty & Repair Policy Information

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.

RMA Instructions

• The RMA web page is available on the dealer login portion of our web site - www.HawthorneGC.com. Click on the "My Account" drop down menu at the top of the home page and go to RMA Info & Requests. An updated RMA request form is included in this section. Fill out the form completely. All fields are required. If you need additional forms contact our Customer Service Department so they can e-mail, mail or fax you the form.
• The form is provided in PDF format when sent in email. A free reader for the PDF form can be downloaded here. The form can be filled out on your computer screen. Please send RMA forms to the email address on top of the form, do not sent to customer service.
• Verify the ship-to address is the address where you wish your replacement or repaired product be delivered. Your contact phone number is also very important information.
• Email (preferred) or fax your request to the contact on the form. We recommend that you save a copy for your records. Do not use the RMA request form as your packing slip.
• Use your RMA confirmation as your packing slip. Our Customer Service department will enter your request into our returns system and fax or email you your RMA confirmation that will list all items authorized for return. If any items you requested are not approved, we will provide explanation and instructions if applicable.

Important Reminders

• Be sure to test all products being returned as defective or for warranty repair. Also, ensure that all products are still in warranty. If you need assistance with testing procedures, please call our RMA Department Hot Line.
• Do not return any items not on your RMA confirmation.
• Only return items purchased from Hawthorne Gardening Company.
• We will not accept the following items as returns for credit: old/obsolete inventory, outdated or expired products, old models or product styles, discontinued/run out products, discontinued vendors, products purchased more than 3 months ago, products not in their original packaging and/or any product that is not resalable as NEW.
• Describe completely the problem with the item. This helps our repair technicians identify, fix and get the item back to you quickly. Use additional lines if needed.
• 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, that will not be covered by the vendor, will not be covered by Hawthorne Gardening Company.
• If 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. Also, if we have notified you that a unit you returned will require repair charges, you have 30 days to notify us to either return the unit to you without repair, but with freight charges, or authorize the repairs and freight charges.
• Please refer to the RMA request form for additional instructions

Process Flow Examples

When the process is followed:

• The RMA is inspected by the Returns Department.
• The RMA authorization / pack slip is present and filled out accurately and completely.
• 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.

When the process is not followed:

• 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 anywhere from several hours to several days, or even weeks, depending on the discrepancy (e.g. could not contact the customer, or there was no identification on the package, etc.).

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 receipt.
• 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

1. 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
2. End user receives a case number and directions from support personnel.
3. 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

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.

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.ca/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

1. If you have a product that needs to be returned to us, contact us via phone, e-mail, fax or website for an RMA# (return merchandise authorization). 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. Every product that is returned needs an RMA# in advance of return. Shortly after you contact us you will receive a written RMA confirmation via e-mail or fax. This confirmation is provided for your records and a copy must be used as a packing slip. 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 (except warranty defective ballasts and lamps). Additionally, please advise us the reason for the return.
    
2. Shipments back to Hawthorne Gardening Company: We are now using prepaid, UPS ground labels for warranty returns that have the Vancouver, Livermore, Ontario, Denver, Detroit, York, Nashville, or Pompano Beach address on them. These will be either emailed or faxed 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. In all other situations, you are responsible for the freight and shipment of a product back 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.
    
3. Whenever possible ship products back to us in protective over wrap boxes. If you send something to us, please do not affix the freight sticker directly on the original product box. If an over wrap box is not available, please put a couple short strips of clear tape on the box and attach the shipping label to the tape defect returns only. In this way the original product box will not be destroyed when we try to remove the shipping label. All products that are damaged in transit because of deficient packaging may not be eligible for warranty credit or repair.
    
4. All Sun System brand reflectors, socket assemblies, Titan Controllers, Ideal-Air, EcoPlus Chillers and Sun System Ballasts except Electronic Ballasts will be handled as a repair. 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 or