Walgrow Assurity Policy

Shop with Confidence at Walgrow Assurity - Covering Your Transactions Every Step of the Way.

Walgrow Assurity covers most transactions on Walgrow. It means buyers can receive their money back if an item does not arrive, is faulty or damaged, or does not match the listing.

For all the details of how Walgrow Assurity works - what's covered, what's excluded, and what buyers need to do - please read our full policy.

The coverage, eligibility requirements, and exclusions

Walgrow Assurity applies when:

• The buyer did not receive an item.
• The item received doesn't match the listing, for example:
• You received the wrong item or
• The item arrived broken, damaged, or faulty.

To be eligible for Walgrow Assurity, you must complete the following transaction:

• At checkout, you must use an eligible payment method to complete and pay for your purchase on Walgrow.com.
• This policy requires you to meet the requirements and take action within the required time frames.
• The item should not be excluded or subject to any additional exclusions, and
• You should not try to resolve the same issue using another resolution method.

Payment methods that are eligible, excluded items, and other exclusions

Eligible payment methods	Debit Card and Credit Card PayPal and PayPal Credit Apple Pay and Google Pay Walgrow Gift Card and Walgrow Voucher Not covered: Items paid for where any part of the payment was completed outside of Walgrow.
Excluded items	Physical items that are combined with or attached to NFTs, including digital content, Intangible goods, and Non-fungible tokens (NFTs). Services Travel tickets and vouchers Industrial equipment and heavy machinery Motor vehicles, including recreational vehicles, aircraft and boats

When the buyer doesn't receive an item

1. Action and timeline
2. Deciding the payback
3. Exclusions and special coverage

If the item does not arrive at the address provided during checkout or is not made available for collection, the buyer has the right to receive a full refund, including the original shipping fees (if applicable).

Actions and time frames when the buyer does not receive an item

Reports that the item has not arrived or was not available for collection. Report an item that hasn't arrived	Earliest: After the expected or actual delivery/collection date has passed Latest: The estimated or actual delivery/collection date must be passed within 30 calendar days
Ask Walgrow to take action	Earliest: 3 business days after the report date Latest: 10-15 business days after the report date

Making decisions when the buyer doesn't receive an item

We will investigate when a buyer reports not receiving an item and the transaction meets our eligibility requirements.

• Evidence of successful delivery to the address provided in the Order history, or
• Proof that the buyer collected the item

If we find out that the item was not delivered or collected:

• The item's total cost and original shipping will be refunded to the buyer.

Special coverage and exclusions are available if the item does not arrive

Items collected by a third party on behalf of the buyer	Not covered
The buyer chose their own shipping method, such as having a courier pick up	Not covered
At checkout, the buyer gave an incorrect or invalid address	Not covered
The item was sent to another address after the original delivery	Covered: As part of a Walgrow, the item was sent Walgrow International Shipping Not covered: Third-party freight forwarding or mail redirection was used by the buyer
The item was shipped internationally but didn't clear customs due to non-payment of fees or duties	Not covered Check the complete Shipping and Cancellation Policy
The buyer chose in-store pickup	Covered: The selected store did not have the item available Not covered: The buyer was notified that the item was ready for collection, but did not collect it within the specified timeline
The buyer declined to receive the item	Covered: Due to insufficient postage, the item arrived with owing shipping costs. Not covered: The buyer declined delivery for any other reason

If the item received does not match the listing

• Action and timeline
• Deciding the payback
• Exclusions and special coverage

If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such) they are entitled to return it for a refund, even if it doesn't offer returns.

Buyers have the option to agree to a different solution, such as a full or partial refund, with the buyer keeping the item, or a replacement item instead of a refund.

All return requirements must be met.

Additional exclusions and special coverage, including items with limited coverage

The item was collected by a third party on behalf of the buyer	Not covered
The buyer chose their own shipping method, like a courier pickup	Not covered
The item was sent to another address after the original delivery	Covered: The item was forwarded as part of a Walgrow Not covered: Third-party freight forwarding or mail redirection was used by the buyer
The vehicle's parts or accessories are covered by Walgrow	Covered Returns will be treated as not matching the listing if the buyer selects 'Doesn't fit my vehicle' as the return reason.
The buyer returned the item that was used or damaged	Covered: The use was required to determine the item's quality or function, or the damage was caused by that use. See our Condition of returned items policy.
There are strong indicators that the item is counterfeit It is unsafe to ship the item The item no longer has value For example: A consumable item that has expired A ticket for a cancelled event	Covered: The buyer must request a return, but may not be required to ship the item back to us