Yes, if the product purchased is not compatible with your plant you can request its replacement, but the final decision rests with the fluid-hub team: based on the situation, we may propose the replacement with the correct product (subject to availability in stock) or a refund.
How to proceed:
- Request a return from the "My orders" section by clicking on the "Request return" icon in the "Actions" column, or fill in the return request form
- In the form, clearly indicate in the "Reason for the return" field that the product is not compatible with your plant, specifying the characteristics of the plant and the reason for the incompatibility
- The fluid-hub team will evaluate the request and contact you with the proposed solution (replacement or refund)
Important: If the incompatibility is not attributable to an error by fluid-hub (for example if you ordered the product without checking the specifications of your plant), the shipping costs of the return are at the customer's expense.
Note: If you have a company account, the return request can only be submitted by the user who placed the order, from their "My orders" section.
If before purchase you have any doubts about the compatibility of a product with your plant, we recommend contacting our technical support:
- Email: info@fluid-hub.com
- Chat: available on the website via the icon at the bottom right
- Form: on the Contact page
- Support hours: Monday to Friday, from 8:30 AM to 12:30 PM and from 1:30 PM to 5:30 PM
For the complete return procedure, read How can I request a return on fluid-hub? For the return shipping costs, read Does the refund include the shipping costs? If the product arrived already not working, read instead The product is not working properly: what can I do?