Our Returns & Warranty Policies

Shipping

Just Vertical Shipping Policy

Returns

At Just Vertical we are fully confident in our products and our customers satisfaction with them. However, we understand circumstances change. If for any reason you are unsatisfied with the product or do not want to go through with your order, we're here to help!

Once the unit is shipped cancellations are not accepted and the customer will have to operate under refund conditions stated below once their unit arrives.

For all customers, returns will be accepted for all orders within 14 days of receiving your unit. For a full refund minus shipping fees. For redirection of packages for PayBright-financed orders, the request must be approved by PayBright's anti-fraud team.

We do not accept any refunds on any seeds, grow plugs, nutrients or any other accessories once shipped, as these items are final sale.

Please note the following exceptions to our return and exchange policy:

Refunds are only issued once the unit is received back to our facility and after a quality control test is performed.
Returned items must not have been physically damaged or have any visible signs of wear and tear.
Returned items must have not been tampered, manipulated or altered in any way. The return must include all original items and equipment that originally came with the unit.

Note: If set-up, maintenance and proper growing procedures are not followed as per the user manuals and guides, your return may be refused.

To initiate a return, please complete the following steps:

1. Contact support@justvertical.com. with the subject line titled Return, Name and Order number.
2. State the products you wish to return from your order.
3. Attach any pictures which may be useful.

Additional Information:

Once the return has been processed:

Once the unit arrives in Just Vertical's possession and has been approved for refund, it will take 10-15 business days to process your refund.
As long as the unit comes back in appropriate and working condition a refunded will be processed.
For any questions, comments and concerns before, during or after a processed return contact us at support@justvertical.com.
Our team will follow up with customers with a shipping receipt for visibility after the customer is refunded minus shipping.

Warranty

Just Vertical provides a 2-year warranty for the AEVA and EVE products. Within the first two years, if anything needs to be replaced (lights, pump, timers, etc.) because they do not work or break, through no fault of your own, we will send you the needed parts and materials at no cost.

If your AEVA or EVE is cosmetically scratched or damaged in any way, please reach out to support and we will get you the appropriate materials to resolve the issue.

Just Vertical provides a 21-day seed germination guarantee for all seeds we sell. Any seeds that do not germinate after 21 days will be fully refunded (if used within 6 months of receipt).

What Voids Warranty

1. Using any grow substrate or media that is not sold by Just Vertical in the units. Please note, using soil will cause severe damage to the unit and may break the internal hardware.
2. Any replacement hardware not certified by Just Vertical.
3. Please note warranties are not transferrable.
4. The warranty does not cover any secondary shipping after initial delivery to directed address.
5. If set-up, maintenance and proper growing procedures are not followed as per the user manuals and guides.

Support Policy

All issues can be solved over email, a phone call or video call with our support team. If requesting an on site support visit (Greater Toronto Area Only), an hourly rate will be applied.

Eco Living Green Wall

I purchased the Eco Living Green Wall, and while shipping took a little longer than expected, it was understandable since it was coming from another country via freight. Once it arrived, I was excited to set it up, but I ran into an issue with the water not pumping properly.

Thankfully, Kevin, the head of manufacturing, provided outstanding customer service. He personally helped me troubleshoot the issue, even hopping on a FaceTime call to diagnose the problem. It turned out that one of the parts was defective, and Kevin promptly sent a replacement along with extra seeds since my plants were struggling without water.

Once the new parts arrived, everything worked perfectly, and within days, my plants were thriving! I’m beyond happy with both the product and the exceptional customer service. Thank you for making it easy to grow my own produce!

I left an extensive review on their Facebook page and they deleted reviews

From day one we had problems with our unit. It arrive damaged and defective. They did replace the unit however it's never worked well. It's never been developed past the R&D phase so it reminds me of a college project. All the parts you can buy at Walmart. We will start 12 seeds - from them - and 3-4 will survive, the rest die or get moldy. Once transfered into the unit half the spots do not get water flow at all and nothing can grow there. We've had 3 leaks and multiple pumps burn out.

Hi J.S.

Sorry to hear you are having issues with your garden, we've made some large improvements to the product over the years since your original purchase. Many of our parts are custom made and custo cast in our production facility.

As a reminder our seeds come with a germination guarantee, if you are struggling to get them to germinate please reach out to support and they can help out.

I have checked and can confirm your review is still live on facebook and hasn't been altered or deleted.

Warranty, what warranty?

Purchased the Eve last year and 6 months into its use one of the bulbs stopped working. We contacted Just Vertical and received an acknowledgement that this type of defect was covered under their warranty. Unfortunately we've been waiting for over 6 months for a replacement bulb and are now being told that we could have to wait for a few more months for a replacement (no replacement bulbs in stock). Getting fed up with the delays we looked for a replacement at our local hydroponic stores but nobody carries a compatible equivalent, Needless to say that this is extremely frustrating and that the unit only works a half capacity.

While the two bulbs were operational the product was great. Nice design and easy to use but the lack of coverage for such an expensive unit is very annoying.

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