Refund policy
Warranty & Support Information
We stand by our products and want our customers to be happy. We offer a full refund (or replacement) of the purchase price to the original payment method in the event of malfunction due to manufacturer's defect within 1 year of the date of purchase. If a replacement or refund are necessary, that will only happen after troubleshooting and return of the product.
Troubleshooting Process
The process will begin with some standard troubleshooting questions:
- What brand of power adapter are you using?
- What temperature setting did you use?
- What type of germination solution are you using and how much?
- Have you rehydrated?
- What type of seeds/how old/how were they stored?
- How long is the usbc cord being used?
- What is the temperature of the room the unit is in?
We ask these questions to help us determine if there is an issue since it can be difficult to determine if the unit is warming by touching it. The human body is about 98.6 degrees, making it difficult to feel germination temperature as "warm". The high thermal conductivity aluminum pulls warmth from your hands.
Power Adapter Information
With USB-C connections becoming more universal, in an effort to reduce prices, USB-C power adapters (charger blocks) are not included. The quality of the charger block used will directly affect the temperature and stability of the unit. Use a name brand 20W (Apple for best performance) usbc power adapter with a 5v output capable of at least a 1.5amp draw. Not all USBC power adapters will provide the proper, consistent voltage needed for a precision piece of equipment.
Heat Pack 1 Year Limited Manufacturer Warranty
Use outside of manufacturer's instructions and power requirements voids warranty. Water damage to internal components voids warranty. Never submerge in water. Never get the USB-C port, LED or temperature buttons wet. Always use the USB port safety plugs in any port not in use and during cleaning. Use a name brand USB-C power adapter with a 5v output capable of at least a 1.5 amp draw to ensure proper, consistent voltage. We highly recommend the Apple 20W USB-C power adapter. Samsung is a close second. Off brand adapters can damage the product and cause poor performance.
Sprout 1 Year Limited Manufacturer Warranty
Use outside of manufacturer's instructions and power requirements voids warranty. Do not use hydrogen peroxide or other acids. Do not use metal tools. Water damage to internal components voids warranty. Never submerge in water. Never get the USB-C port, LED or temperature access point wet. Always use the USB port safety plugs in any port not in use and during cleaning. Always keep your unit clean to avoid damping off pathogens. Use a name brand USB-C power adapter with a 5v output capable of at least a 1.5 amp draw to ensure proper, consistent voltage. We highly recommend the Apple 20W USB-C power adapter.
FlexiGerm and all other silicone parts 1 Year Limited Manufacturer's Warranty
FlexiGerm has no technology. It is simply a safe, organized place to germinate your seeds. The channels for passive air flow help avoid stagnant air and the silicone helps avoid rapid temperature shifts. It is your responsibility to choose a heat mat or safe warm place at the correct temperature for the seeds you're germinating. It is recommended to use a heat mat with a thermostat to ensure proper temperature. By placing the probe into a pod through an air channel with cotton on top to hold it down, you can set the thermostat to the desired pod temperature. If you are placing the probe under FlexiGerm, set the thermostat 2-3C(4-6F) degrees higher than the desired pod temperature.
All other silicone parts are intended for use with Heat Pack. Heat Pack will warm differently, depending on which silicone germination chamber it is in. Please consult the conversion chart. All silicone parts should be cleaned before and after each use to avoid damping off pathogens. They are dishwasher safe. They can also be cleaned with warm soapy water, wiped down with isopropyl alcohol, hydrogen peroxide etc.
Aurora+ 1 Year Limited Manufacturer Warranty
Never submerge in water. Never use isopropyl alcohol to clean. Never soak a cleaning solution long term. Never use without the protective foam piece in place above the USB port. Never get the USB port or indicator light wet. Do not open the sealed panel on the bottom. Never overfill with solution. Use caution with more than 2-3.0 ml per pod with cotton, 1-2.0 ml without cotton. Warranty void with water damage. Warranty void if bottom panel opened. Unplug when not in use. Clean immediately after use and before storing to avoid damping off and damage to powder coating. Unplug when not in use. Do not use metal tools with the Aurora+.
Expansion Pack 1 Year Limited Manufacturer Warranty
(applies to the die-cast aluminum portion of the Expansion Packs): Never use without the foam protective sticker in place above the USB port on the Aurora+. Never over saturate your medium used in the Expansion Pack to the point that liquid is pooling inside, on top of the Aurora+ lid. Do not use metal tools. Keep clean and dry when not in use.