Warranty

Warranty Policy
Herbal House Australia

You're Covered with Herbal House

At Herbal House, we stand behind the quality of everything we sell. All of our products undergo rigorous testing and are carefully packaged to minimise the chance of defects or damage in transit. But in the unlikely event something goes wrong, take a breath and get in touch. We've got your back.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This warranty is provided in addition to, and does not limit or replace, any rights or remedies you may have under the ACL or any other applicable law.

2-Year Warranty

Every physical product purchased from Herbal House through our website includes a 2 year warranty from the date of delivery.

This warranty is provided by Herbal House Pty Ltd ACN 695 278 356 (Herbal House) and covers defects in materials or workmanship that become apparent under normal use and applies to all products purchased through our website. This warranty does not apply to faults caused by misuse, accidental damage, unauthorised modification, failure to follow product instructions, or normal wear and tear.

Remedies Under This Warranty

If a product you purchased is found to have a defect covered by this warranty, Herbal House will, at its election:

•       repair the product; or

•       replace the product with an identical or equivalent product; or

•       refund the purchase price of the product.

We will also cover reasonable return courier costs where a defect is confirmed.

Warranty Period

This warranty lasts for 2 years from the date of delivery, as confirmed by tracking information from our delivery and courier partners.

How to Lodge a Claim

1.      Step 1. Contact us at support@herbal-house.com.au with your order number, photos or a video, and a description of the fault.

2.      Step 2. For items that can reasonably be posted, we will issue a pre-paid return label and arrange pickup from your location (or you can drop the item at your local post office). For products that are too large, too heavy, or too difficult to remove (for example, large grow tent frames or fixed installations), Herbal House will arrange for collection or assessment at your location at our cost where the product is confirmed to have a defect.

3.      Step 3. Once received or assessed, our team will test and diagnose the issue. If a defect covered by this warranty or the ACL is confirmed, we will repair, replace, or refund the product in accordance with the remedies set out above and cover reasonable courier costs both ways. If no defect is found, or the issue is caused by misuse, accidental damage, unauthorised modification, or normal wear and tear, the product will be returned to you and you may be charged for return shipping costs. We will notify you of any potential charges before proceeding.

Need to Keep Growing?

We understand some gear is mission-critical for your grow cycle. If you can't return the faulty item immediately because you're mid-grow, we offer a bonded loaner service:

1.      You pay a refundable bond equal to the item's retail value; and

2.      We send you a temporary replacement so your grow continues uninterrupted.

Once we receive and assess your faulty item and the loaner is returned, we will refund your full bond.

This loaner service is an optional convenience offered by Herbal House and does not affect your rights under the Australian Consumer Law. Where a product has a major failure, you remain entitled to a refund or replacement regardless of whether you use the loaner service.

Important Note: Due to past theft and loss, we are unable to send loan units without first receiving either the faulty item or the bond payment.

Your Rights Under the Australian Consumer Law

Your rights under the Australian Consumer Law operate independently of this warranty.

If a product has a major failure (as defined in the ACL), you are entitled to choose a refund, replacement, or compensation for the drop in value. A failure is "major" if a reasonable consumer would not have purchased the product had they known of the nature and extent of the failure, or the product is significantly different from its description, or the product is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.

If a product has a minor failure, Herbal House may choose to repair, replace, or refund the product within a reasonable time.

These rights apply regardless of our 2-year warranty period. Consumer guarantees, including the guarantee of acceptable quality, continue to apply for a reasonable period having regard to the nature of the product, its price, and any representations made about it.

Australian Consumer Law Statement

Our goods and services come with guarantees that cannot be excluded under the ACL. For major failures with goods, you are entitled:

•       to a replacement or refund; and

•       to compensation for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced within a reasonable time. If this is not done, you are entitled to a refund. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or services.

For further information, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or contact us at support@herbal-house.com.au

Last updated: June 2026 | Version 1.0