Refund policy

Habitat Hydroponics — Return & Refund Policy

(Effective date: 9 May 2025 – last reviewed 9 May 2025)

Important notice: This policy is written to align with Namibian legislation (in particular the Electronic Transactions Act 4 of 2019 and Namibian common-law sale-of-goods principles). It is provided for your convenience and is not legal advice; please consult qualified counsel for formal compliance advice.

1. Your statutory rights

  • Under Namibia’s Electronic Transactions Act 4 of 2019 (ETA) you are entitled to clear pre-sale information, a secure payment process and certain cancellation rights for online purchases namiblii.org.

  • Common-law implied warranties require that goods be of merchantable quality, fit for their intended purpose and match their description. If they do not, you may demand repair, replacement or a refund Generis Global Legal Services.

  • Nothing in this policy limits or excludes these non-waivable rights.

2. Cooling-off period (online/e-commerce orders)

What you may do When Cost to you
Cancel the entire order for any reason Within 7 calendar days after you (or your nominee) receive the goods You pay only the direct cost of returning the goods (ETA s35(2))

To exercise this right:

  1. Email returns@habitathydroponics.com with your order number and “Cooling-off cancellation” in the subject line.

  2. Return the items in their original, unused condition and packaging within 14 days of your notice.

  3. We will refund the full purchase price (including the original delivery fee) within 14 days of receiving the return or proof of shipment, whichever is earlier.

3. Returns for defective or non-conforming goods

If a product is faulty, damaged in transit, not as described or fails during reasonable use:

  • Notify us within a reasonable period (preferably within 30 days, but at any time within 6 months of delivery for latent defects).

  • We will, at your choice, repair, replace or refund the item at no charge.

  • We arrange and pay for collection or reimburse your return shipping.

4. Items not eligible for return

The following cannot be cancelled or returned unless defective:

  • Goods made to your specifications or clearly personalised (e.g., custom-cut irrigation pipe).

  • Sealed consumables (nutrient powders, pH buffers, seeds, perishables) once opened.

  • Gift cards and downloadable software licences.

  • Goods that, by nature, cannot be returned or are likely to deteriorate rapidly (live seedlings, beneficial insects, etc.) namiblii.org.

5. Exchange service

Want a different size/model?

  • Submit an exchange request within 14 days of delivery.

  • Items must be unused and in resaleable condition.

  • You pay outbound shipping for the new item; we cover the return courier if the original shipment was defective.

6. Refund method & timing

  • Refunds are processed via the original payment method (credit card, EFT, PayToday, etc.).

  • We aim to issue refunds within 7 working days of approving the return; statutory maximum is 30 days under the ETA namiblii.org.

  • If your bank’s clearing times vary, allow up to 5 additional business days for the credit to appear.

7. Delivery charges

Scenario Who pays return shipping? Replacement reship cost
Cooling-off (change of mind) Customer Customer
Defect / damaged / wrong item Habitat Hydroponics We pay
Exchange (different variant) Customer Customer

8. Procedure summary

  1. Contact us first at returns@habitathydroponics.com

  2. Provide order number, reason for return, photos if damaged.

  3. We issue a Return Merchandise Authorisation (RMA) and courier label (if we cover shipping).

  4. Pack goods securely; retain proof of dispatch.

  5. We inspect and notify you of approval or rejection. Valid claims are processed per Sections 2–6.

9. Dispute resolution

If we cannot resolve a complaint, you may escalate it to the Online Consumer Affairs Committee established under the ETA, or lodge a complaint with the Namibia Competition Commission or the Directorate of Consumer Protection namiblii.orgGeneris Global Legal Services.

10. Governing law & jurisdiction

This policy is governed by and interpreted under the laws of the Republic of Namibia. Any disputes shall be submitted to the exclusive jurisdiction of Namibian courts.

11. Updates to this policy

We may amend this policy to reflect legislative changes (e.g., upon commencement of the forthcoming Consumer Protection Act) or business process improvements. Revised versions will be posted on our website and will apply to purchases made after the effective date shown at the top.

Questions?
Habitat Hydroponics Farming & Supplies CC
Michaslis Street 3, Windhoek, Namibia
Email: returns@habitathydroponics.com

Thank you for shopping local and supporting Namibian horticulture!