Refund & Returns Policy

Our Promise to You

1. The DSS Genetics Germination Guarantee

We stand behind every seed we sell. DSS Genetics offers a Germination Guarantee on all seeds purchased directly from dssgenetics.com. If your seeds fail to germinate when our recommended paper towel germination method is followed correctly, we will replace them — no questions asked.

We source genetics exclusively from trusted, established breeders and rigorously store our seeds under optimal conditions (cool, dark, and low humidity) to ensure maximum viability. We are confident in our products, and our Germination Guarantee is our commitment to backing that confidence with real accountability.

The Germination Guarantee covers seeds that fail to germinate within the standard window when our germination guide has been followed precisely. Seeds that have been subjected to incorrect storage, improper handling, or germination methods other than our recommended paper towel method are not covered. Full conditions are set out in Section 2.

2. Conditions for Germination Guarantee Claims

To be eligible for a replacement under our Germination Guarantee, all of the following conditions must be met:

Paper Towel Method Must Be Used

Seeds must have been germinated using the paper towel method as described in our official germination guide (available at dssgenetics.com/germination-guide). This involves placing seeds between two damp — not soaking wet — paper towels inside a sealed bag or container, kept in a warm, dark environment between 22°C and 25°C. Claims based on direct soil germination, hydroponic methods, or any other technique are not covered under this guarantee.

Claim Must Be Made Within 30 Days of Delivery

Germination guarantee claims must be submitted within 30 calendar days of the confirmed delivery date of your order. Claims submitted after this window will not be considered. We recommend beginning germination promptly upon receipt of your seeds and monitoring progress carefully.

Photo Evidence Required

To support your claim, you must provide clear photographic evidence showing: (a) the ungerminated seeds on the paper towel, (b) the environment in which germination was attempted (e.g. a visible bag or container), and (c) the original seed packaging and order reference number. Photos must be clear enough for our team to assess the condition of the seeds.

Seeds Must Have Been Stored Correctly Before Germination

Seeds must have been stored correctly between receipt and germination — in a cool, dark, dry place away from extremes of heat or moisture. Exposure to direct sunlight, excessive humidity, or high temperatures prior to germination will void the guarantee. We also recommend keeping seeds in their original sealed packaging until you are ready to germinate.

3. EU Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer located in the European Union or the European Economic Area, you have the right to withdraw from your purchase within 14 calendar days from the date you receive your order, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

To exercise your right of withdrawal, you must inform us of your decision by a clear written statement (e.g. by email to support@dssgenetics.com) before the 14-day period expires. You must then return the products within a further 14 days. Products must be returned in their original, unopened, and sealed packaging. Return postage costs are the responsibility of the customer.

Upon receiving the returned products in their original condition, we will issue a full refund — including standard delivery charges — to your original payment method within 14 days.

Exception: The right of withdrawal does not apply to sealed products that have been opened after delivery, as cannabis seeds are a biological product and cannot be resold once the seal has been broken (Article 16(e) of Directive 2011/83/EU — sealed goods not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery).

4. Damaged & Lost Orders

Orders Damaged in Transit

If your order arrives visibly damaged — whether the outer packaging or the seed packs themselves — please photograph the damage before opening and contact us within 7 days of delivery. We will arrange a replacement for any products confirmed as damaged in transit at no additional cost to you.

We ask that you retain all original packaging, as this may be required by our claims process with the shipping carrier. Failing to report damage within 7 days of delivery may result in us being unable to make a claim on your behalf, in which case we cannot guarantee a replacement.

Lost or Missing Orders

If your order has not arrived within the estimated delivery window shown at checkout, please check your tracking information first. If tracking shows no movement for more than 10 business days beyond the estimated delivery date, or if the order is marked as delivered but you have not received it, please contact us and we will investigate.

For orders confirmed as lost by the carrier, we will offer a replacement shipment or, where a replacement is not possible, a full store credit. Please note: for security and fraud prevention purposes, we can only reship to the original delivery address confirmed on your order. We are unable to offer replacements for orders where the customer has provided an incorrect delivery address.

5. What Cannot Be Refunded or Replaced

Due to the nature of biological products, the following situations are excluded from our refund and replacement policy:

Opened packs where the germination guide was not followed: If seeds have been opened and an alternative germination method was used (direct soil planting, Jiffy pellets, Rockwool, etc.) without first attempting the paper towel method, the Germination Guarantee does not apply. We cannot verify conditions under other methods.

Seeds subjected to improper storage or handling: Seeds damaged by excessive heat, light, moisture, or physical crushing prior to germination are not eligible for replacement. Always store seeds in a sealed container in a cool, dark place.

Claims submitted after 30 days: We are unable to assess germination failures reported more than 30 days after confirmed delivery. The viability window for assessment cannot reasonably extend beyond this period.

Orders lost due to incorrect delivery information: Where a customer provides an incorrect or incomplete delivery address, we are unable to accept responsibility for lost orders and no refund or replacement can be issued.

Orders seized by customs: As noted in our Terms of Service, we are unable to refund orders that are seized by customs authorities. By placing an order you confirm that importation of seeds is lawful in your destination country.

6. How to Make a Claim

We have kept our claims process as simple and friction-free as possible. To submit a germination guarantee claim, replacement request, or damage report, follow these steps:

7. Processing Timeline & Refund Methods

We understand that a delayed resolution is frustrating, so we are committed to processing all claims as quickly as possible. Here is what to expect once you have submitted your claim:

During periods of high demand or seasonal peaks, response times may be slightly longer. We will always keep you informed if there is a delay in processing your claim. Replacements are dispatched using the same shipping method as your original order unless otherwise agreed.

Refund methods: Approved refunds are issued to your original payment method (credit card, debit card, Bitcoin, or bank transfer). In cases where a refund to the original payment method is not technically possible, we will issue store credit of equal value. You will be notified of the refund method before it is processed.

8. Contact Information

Our customer support team is available Monday to Friday, 09:00–17:00 (CET). We aim to respond to all enquiries within 2 business days.

Email: support@dssgenetics.com

Contact Form: dssgenetics.com/contact

Subject Line for Claims: Please use "Germination Claim – Order #[number]" or "Damaged Order – Order #[number]" to help us prioritise your request.

We value every customer and are committed to resolving all issues fairly and efficiently. If you are ever unsatisfied with the outcome of your claim, please ask to escalate your case to our senior support team and we will be happy to review further.