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 do not accept returns after 30 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 30 days of delivery. We recommend customers to open a dispute through the Resolution Centre provided which is located in the customer’s 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 a refund, store credit or replacement) back to our address and the shipping cost won't be covered by Hydro Experts, it should be done on customer’s expenses. Once the product is checked by our staff and declared applicable for a refund, you will be provided with a refund, store credit or replacement;
- If the customer wishes to return the product after 30 days of delivery, then a restocking fee of 15% of the product price will be applied for any refund. This is only in the case where the products have not been opened/used and are in their original packaging; and
While returning, item(s) should be in their original box and properly packaged to avoid damages in transit. Opened, used and/or damaged item(s) will not be accepted
- Manufacture Defect and Couriers Damage
- In the case of Manufacture Defect, Hydro Experts do provide a full refund, store credit or replacement of new product. We recommend customers to check the product(s) 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 7 days of delivery (Please provide photographic evidence where possible.); and
- 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 staff and declared defective, you will be provided with a refund, store credit or replacement.
- 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 a refund or an exchange.
- Damage / Incorrect / Missing Products
- All orders are packed with care, and we do everything we can to ensure your order delivers safely. If your order arrived in damaged/unsuitable condition, we encourage you to open a dispute or contact us within 7 days of delivery. This goes for any missing products. Please provide photographic evidence where possible;
- In the case where you have received an incorrect product(s), we encourage you to open a dispute or contact us within 7 days; and
- Hydro Experts will replace or refund damaged/incorrect items as soon as possible.
- Shipping Issues or Delays
- In case of shipping issues like loss in transit, Hydro Experts do provide a full refund or replacement. This issue happens to be rare, but if the courier deems the item(s) to be lost in transit, then we will issue a refund, store credit or replacement; and
- If there has been a delay, we will be contacting the courier service to know the status. The lodged case takes a while before we hear from the courier. After we resolve the issues with couriers. customers will be notified about the status of the delivery, and further action can be taken i.e., refund, store credit or replacement. However, refund, store credit or replacement are only provided in the case the courier deems the item lost in transit.
- Out of stock or Backorder
- If the customer orders a product that is out of stock, Hydro Experts will contact the customer to provide an ETA and recommend an alternative, but the customer can request a refund; and
- If the customer has placed a backorder, we will notify you once the product is in stock. Usually, the backordered item(s) ETA is about 2-4 weeks. Unless contacted by one of our staff about the ETA. But in this time interval, the customer can contact us and request a refund.
- The item returned as unclaimed
- Please be advised if the parcel is returned as unclaimed then you will be charged the same amount of postage price you paid initially. This is to cover the postage price that the courier charges us for any returns that have not been claimed from their collection centre.
Note: This also applies to any orders shipped as free shipping. The postage charge will be applied based on the shipping price on the invoice.
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