At Hydrohealth, customer satisfaction is our top priority. We stand behind the quality of our products and want you to be completely satisfied with your purchase. Please read our policy below for details on returns, refunds, exchanges, and order cancellations.
1. 60-Day Return Policy
Our return policy lasts 60 days from the date you receive your product. If 60 days have passed since your package was delivered, unfortunately, we cannot offer you a refund or exchange.
Return Eligibility & Conditions
- Defective or Damaged Items: In general, refunds and returns are granted for products with proof of functional defects or damage upon arrival.
- Original Packaging: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
- Change of Mind: We generally do not offer refunds for simple change of mind. However, special consideration may be given in exceptional circumstances at our discretion.
- Proof of Purchase: A valid receipt or order number is strictly required to process any return or refund.
Non-Returnable Items
The following items are exempt from being returned:
- Gift cards
- Custom-made or personalized products
- Perishable goods, sanitary items, or hazardous materials
- Downloadable software products
2. Order Cancellations
We process orders as quickly as possible to ensure fast shipping.
- Cancellations are only accepted within 60 minutes of placing your order for full-priced items.
- If you need to cancel your order, please email us immediately at [email protected].
- Once an order enters processing or shipment after the 60-minute window, it cannot be canceled.
3. How to Initiate a Return or Exchange
- Contact Us: Send an email to [email protected] with your order number, a clear description of the issue, and photo/video proof of any functional defect or damage.
- Review & Approval: Our support team will review your request and provide you with return instructions and the authorized return address if approved.
- Ship Your Item: Securely pack the item in its original packaging and ship it to the provided address using a trackable shipping service.
4. Refunds Process
- Inspection: Once your returned item is received and inspected, we will send you an email confirming receipt and notifying you of the approval or rejection of your refund.
- Processing: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.
Late or Missing Refunds
If you haven’t received your refund after receiving our approval notification:
- Check your bank account or credit card statement again.
- Contact your credit card company or bank. It often takes several business days for processing before a refund officially posts.
- If you have completed these steps and still have not received your refund, please contact us at [email protected].
5. Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange your unit for the exact same item, please email us at [email protected] with details and proof of the damage.
6. Return Shipping Costs
- Shipping Responsibility: You are responsible for paying your own shipping costs when returning an item. Shipping fees are non-refundable.
- Deductions: If you receive a refund, original or return shipping costs will be deducted from your refund amount.
- Tracking & Insurance: For items valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned package.
- Final Approval: Refunds are arranged only after we confirm physical receipt of the returned item and verify that all conditions stated in this policy are met.