Mars Hydro Global After-Sales Policy

1. Return Policy (14-Day Right of Withdrawal)

• Customers are entitled to return their purchase within 14 days of receiving the goods, without giving any reason.
• To exercise this right, customers must notify us within the withdrawal period.
• Products must be returned in their original condition and packaging.
• Return shipping costs are borne by the customer.
• If the returned product shows signs of use, missing accessories, damaged packaging, or any condition that prevents resale as new, Mars Hydro reserves the right to deduct a reasonable amount from the refund based on the decreased value of the goods.

2. Mars Hydro Product Warranty

2.1 Coverage

Mars Hydro offers the following commercial warranty coverage (in addition to any mandatory legal guarantee applicable in the customer’s region):

• LED Grow Lights
• FC, FC-E, TS, SP Series: 5-year limited warranty.
  • Within 1 year: Full coverage (free components, repair service, and shipping).
  • Years 1–5: Limited coverage (free components; repair and shipping costs borne by the customer).
• SP150, TS600, VG, Adlite Series: 2-year limited warranty.
  • Year 1: Full coverage – free replacement with the same model. If the customer wishes to upgrade, the price difference must be covered.
  • Year 2: Limited coverage – trade-in discount of 30%–50% off on new models.
  • Other Electrical Products
• Inline duct fans, smart controllers/power strips: 2-year warranty.
  • First 12 months: Full coverage.
  • Months 13–24: Limited coverage – free replacement parts (shipping costs borne by customer). For full product replacement, a depreciation fee of 50%–80% applies.
• Heat mats, clip-on fans, Humdifier, water pumps (in irrigation kits): 1-year full warranty.
• Non-Electrical Products (Grow Tents & Accessories)
• Covered by a 1-year warranty, limited to material or manufacturing defects.
• Exclusions (not covered):
  • Normal wear and tear (e.g., fabric fading, zipper wear, scratches).
  • Damage caused by improper use, incorrect assembly, modification, or improper storage.
  • Environmental or accidental damage (humidity, mold, pest infestation, fire, flooding, etc.).
• For non-covered cases, Mars Hydro may provide paid repair or replacement parts.

3. Warranty Service Procedure

To request warranty service, customers must provide:

1. Order information (order number, purchase platform, and order email).
2. A detailed description of the issue.
3. Photos of product labels and packaging (if available).
4. Photos or videos clearly showing the defect.

Possible solutions include:

• Free replacement parts.
• Product repair or replacement with an equivalent model.
• Refund in cases where repair or replacement is not possible.

4. Special Notes

• Discontinued products (ECO, PROII, MARSI, MARSII, REFLECTOR, MARSCOB) are no longer covered; replacement parts are unavailable.
• Grow tents are not covered by extended commercial warranty beyond the stated 1-year coverage.
• Products may need to be returned for inspection and will only be accepted with a valid Return Request issued by the Mars Hydro solution team.
• Mars Hydro reserves the right to modify or discontinue this warranty for future purchases without prior notice.

5. Substitute Lighting Service

If your plants require continuous lighting and you cannot return your LED grow light immediately, Mars Hydro provides substitute lighting during warranty service:

• A refundable deposit will be charged.
• Customers are responsible for round-trip shipping.
• Substitute lights must be returned within one week after receiving the repaired unit.
• The deposit will be refunded once the substitute is returned in good condition.

6. Shipments from China

For products shipped directly from China, Mars Hydro provides free replacement parts within 5 years. However, all related costs (shipping, customs, etc.) are the buyer’s responsibility.