Return and Refund | Hydro Experts | Free Shipping Over $499

Hydro Experts Return & Refund Policy

  • At Hydro Experts, we want to make sure that our customers feel assured with their shopping. We highly recommend reading the return and refund policy before buying. Please do research about the product that you are buying because we don't accept returns after 14 days of receipts, if not stated in the description section of the product.

Entitle to the Return & Refund:

  • Change of mind
    • In case of change of mind, Hydro Experts do provide a full refund if the product hasn’t exceeded 14 days of receipt. We recommend customers to open disputes through the Resolution Centre which is located at their Account or contact us (Please provide photographic evidence where possible). 
    • Customers must ship the product (Ensure the product has the original package and has not been used, to be applicable for refund or replacement) back to our address and the shipping cost won't be covered by Hydro Experts, it should be done on your own expenses. Once the product is checked by our employee and declared applicable for a refund, you will be provided with a refund or store credit. 
    • The full store credit will be provided for the returned product, however, the restocking fee of 15% of the product price will be applied for a refund of money.
      While returning, item(s) should be properly packaged in the original box to avoid damages in transit. Opened, used and/or damaged item(s) will not be accepted and the customer is to cover the postage cost.
  • Manufacture Defect and Couriers Damage
    • In the case of Manufacture Defect, Hydro Experts do provide full refund/store credit or exchange with a new one. We recommend customers check the products as soon as they are delivered, and if there are any kind of defects, we encourage you to open a dispute or contact us within 14 days of receipts (Please provide photographic evidence where possible.). 
    • Once a customer contacts us, we will be sending customers with shipping labels (i.e. Customers don't have to pay for shipping costs). Once the product is checked by our employee and declared defective, you will be provided with an exchange or refund or store credit. 
  • Customer Damage
    • In case of a product being damaged by a customer for example broken or dropped or spilled by the fault of the customer, Hydro Experts won’t be responsible for refund or exchange. 
  • Damage / Incorrect / Missing Products
    • We recommend that you immediately inspect all goods that have been delivered to you, to ensure that you are completely satisfied with their quality and that they match the description we have provided.
    • All orders are packed with care, and we do everything we can to ensure your order arrives safely. If we made a mistake or your order arrived in damaged/unsuitable condition, please open a dispute, or contact us within 14 days of receipts. Please provide photographic evidence where possible.
    • Hydro Experts will replace or refund damaged/incorrect items as soon as possible. If the item is of considerable value, the customer will be required to return the product to Hydro Experts before a replacement or refund is issued.
  • Shipping Issues or Delays
    • In case of Shipping delay or issues, Hydro Experts do provide a full refund or replacement. This issue happens to be rare, but in this exceptional case, our customer can track the status of the product via tracking number.
    • Once customers contact us about the missing product, we will be contacting the courier service to know the status. After we resolve the issues with couriers. Customers will be notified about the status of the product, and they can request further action i.e. refund or replacement.
  • Out of stock or Backorder
    • In case products are out of stock or backordered, Hydro Experts do provide a full refund.
    • If the customer orders a product that is out of stock, Hydro Experts will contact the customer to provide the circumstances and recommend an alternative, but the customer can request a refund.
    • If the customer has placed a backorder, we will notify you once the product is in stock, but in this time interval, the customer can contact us and request a refund.

For Vaporisers Return Process and Policy:

  • Return Policy for Vaporizer Only:
    • Once the Vaporizer is faulty, please contact us via email or submit the dispute form.
    • Please make sure all products are thoroughly cleaned before return. We will not accept units that are not cleaned or have illicit substances in them.
    • Once the return is received, we will contact you with the findings and resolutions; and
    • We can only provide a refund/exchange if it is a manufacturing defect.
  • We can refuse the repair, replacement, or refund if:
    • Change of mind after the vaporizer is used.
    • Misused the product or service in a way that contributed to the problem.
    • Asked for a service to be done in a certain way against the advice.
    • In the process of returning the faulty Vaporizer, please provide a valid reason as to why it is being returned. 
  • Current issues of Vaporizer are listed below.
    • The vaporizer is not heating up to optimal temperature.
    • The vaporizer will not turn on; and
    • The vaporizer will not charge/hold a charge
    • The LCD display of the vaporizer is not working