Refund policy

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Return Eligibility and Conditions

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you do not have the original packaging, we can send it to you with a return shipping label, the cost is $75.00 USD

Refunds are only made to the original purchaser and to their original payment method.

Required Documents for Return

To complete your return, we require a receipt or proof of purchase.

Initiating a Return

To start a return, you can contact us at support@silogro.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

RMA# and Return Shipping Label

We will issue an RMA# and return shipping label.

Shipping Guidelines and Costs

To return or exchange a defective product, you should mail your product to:

Big Moon Products Inc.
260 Woodland Dr,
Elkin,  North Carolina, 28621
United States

Please use the RMA# and shipping label, when provided, according to warranty and return terms.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Shipping Insurance and Tracking Recommendations

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund Process and Restocking Fee

We will issue a refund after receipt and inspection less a 20% restocking fee to cover the costs of shipping and inspection. Please do not send your purchase back to the manufacturer without a RMA # as it will be refused.

Partial Refunds

There are certain situations where only partial refunds are granted: (if applicable)

Any item not in its original condition, is damaged, or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

Refund Approval and Processing

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 days of receipt of product. 

Checking the Status of Your Refund

If you haven't received a refund yet, please follow these steps:

1. Check your bank account or credit card statement: It's possible that the refund has been issued, but it hasn't shown up in your bank account or credit card statement yet. Review your account information to see if the refund has been processed.

2. Contact your bank or credit card company: Sometimes, it may take some time for your refund to be officially posted by your bank or credit card company. Reach out to them to inquire about the status of your refund.

If you have followed these steps and still have not received your refund, please contact us at support@silogro.com for further assistance.

Sale Items and Consumable Restrictions

Unfortunately, sale items cannot be returned nor refunded.

Consumables such as plant nutrients, grow media, etc. cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@silogro.com

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please see our limited warranty to follow exchange or repair procedures.

Assistance

You can always contact us with any return questions at support@silogro.com.