SteelThumb policy

Returns and cancellation policy.

This page explains the customer policy for interest requests, preorder cancellation, damaged shipments, missing parts, opened electronics, used irrigation parts, printed parts, and replacement components.

Cancellation categories

Interest-only requests can be cancelled by not proceeding to paid preorder
Paid preorder cancellation terms must be shown before payment is accepted
If a deposit is used, checkout must state whether it is refundable and how cancellation is requested
Orders not yet packed or shipped should have a simpler cancellation path than shipped orders
Refund timing must follow the payment provider and approved sale terms

Return categories

Missing parts should usually be handled with replacement parts instead of full-kit returns
Damaged shipments require photos and package/tracking review
Opened electronics, used irrigation parts, soil-contact parts, and customer-modified parts may be limited
Used grow bags, tubing, labels, stakes, seed-starting parts, or parts exposed to soil and water may need separate return handling
Return shipping responsibility, restocking fees, and return window will be shown before payment is accepted

Replacement-first cases

Grow Kit missing fittings, damaged tubing, or package shortages should route through the replacement-parts workflow first
SeedPort tray, rack, or accessory issues should be matched to the purchased package before a return is approved
PlotTags missing tags, unreadable labels, or replacement ID-range requests should route through the PlotTags support workflow
Refund or full return handling must be tracked through the official support and order channel

Details announced before paid ordering

Return window and restocking policy
Who pays return shipping
Refund timing and processor rules
Rules for opened electronics, printed parts, and used garden materials
Rules for deposits, preorder delays, supplier failures, and SteelThumb-initiated cancellations