Overview

We want GEIA products to arrive and operate as expected. Because many GEIA systems are modular and contain individually replaceable components, defective products are normally handled by identifying and replacing or repairing the affected component rather than returning an entire kit.

Defective, Damaged or Incorrect Items

If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible with your order number and a description of the issue.

We may request photographs, diagnostic information, logs, or other reasonable information to help identify the problem.

Where the issue affects only one component of a kit or system, only the defective component normally needs to be returned. You do not need to return an entire GEIA kit when the problem can reasonably be resolved by replacing or repairing an individual sensor, board, node, pump, cable, power component, or other part.

Depending on the circumstances, we may:

• provide troubleshooting or configuration assistance;
• send a replacement component;
• repair the affected product;
• request return of the defective component; or
• provide another remedy required by applicable law.

For valid warranty or conformity claims, return and replacement costs will be handled in accordance with applicable consumer law.

Do not return products before contacting us and receiving return instructions.

Return Location

GEIA products may be fulfilled from different locations.

Products shipped from within the European Union:
Returns must be sent to our designated EU return location.

Products shipped from China:
Depending on the product and circumstances, we may provide either an EU or China return location. We will provide the appropriate return address when authorizing the return.

Please do not send products directly to the original shipping address or manufacturer unless instructed by GEIA.

EU Consumer Right of Withdrawal

If you are a consumer in the European Union and purchase online, you generally have the legal right to withdraw from your purchase within 14 days of receiving the goods, without needing to provide a reason, subject to the exceptions provided by applicable law.

To exercise this right, contact us within the applicable withdrawal period and clearly state that you wish to withdraw from the purchase.

After notifying us, the goods must be returned within the period required by applicable law.

Products should be returned complete and with all components, accessories and other items supplied with them.

You may inspect a product as reasonably necessary to determine its nature, characteristics and functioning. If a product has been used or handled beyond what is reasonably necessary for such inspection, we reserve the right to reduce the refund where permitted by applicable law to reflect any resulting loss in value.

Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning a non-defective product under the right of withdrawal.

This section does not limit any mandatory consumer rights provided by applicable law.

Refunds Following Withdrawal

Where a valid statutory withdrawal applies, we will refund payments as required by applicable law, including any standard outbound delivery charges that must legally be refunded.

Additional delivery costs resulting from the customer selecting a shipping method more expensive than our standard delivery option may not be refundable where permitted by law.

We may withhold reimbursement until we receive the returned goods or receive sufficient evidence that the goods have been returned, where permitted by applicable law.

Business Purchases and Non-Consumer Orders

For purchases made by companies, organisations, professional growers, or other customers acting for business or professional purposes, we do not accept change-of-mind returns unless agreed by GEIA in writing.

Defective, damaged, incorrect, or non-conforming products remain eligible for the applicable repair, replacement, warranty, or contractual remedies.

Modular Kits and Partial Defects

A defect affecting one component of a GEIA kit does not normally require return of the complete kit.

For example, if a sensor, dosing pump, controller board, power component, or other replaceable part is defective, GEIA may request return of that component only and provide a replacement.

This helps minimise downtime, unnecessary shipping, and electronic waste.

This provision does not reduce any mandatory rights available to consumers under applicable law.

Return Condition

Returned products should be packaged securely and include all components relevant to the return.

Please remove liquids, nutrients, chemicals, growing media, or other substances from equipment before returning it.

Products contaminated with hazardous, corrosive, biological, or otherwise unsafe substances may require special return instructions. Please contact us before shipping such products.

Before Returning Anything

Always contact GEIA before sending a return.

Please provide:

• your order number;
• the affected product or component;
• a description of the problem or reason for return; and
• photographs or diagnostic information when relevant.

We will provide the return authorization, appropriate return address, and instructions for your specific product.

Do not ship a return until you have received return instructions from GEIA.

Statutory Rights

Nothing in this policy excludes, restricts, or replaces rights that cannot legally be excluded under applicable consumer protection law.

Limited-Life and Consumable Components

Some GEIA products and sensors contain components that naturally wear, age, drift, become depleted, or require periodic replacement during normal use.

Depending on the sensor type, operating environment, exposure levels, maintenance, calibration, storage conditions, and frequency of use, the expected service life of certain sensing elements or consumable components may be shorter than the service life of the GEIA system itself.

Normal deterioration, depletion, calibration drift, contamination, membrane wear, electrode aging, battery depletion, or the expected end of a component’s stated service life is not considered a product defect.

Where applicable, the expected service life, maintenance requirements, calibration requirements, or replacement interval will be stated in the product description, specifications, or documentation.

This does not affect statutory consumer rights where a product is defective, does not conform to its advertised specifications, or fails prematurely compared with the durability that can reasonably be expected from the product and the information provided at the time of sale.

Need help?

Contact us for questions related to refunds and returns.