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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 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
    • Regarding changes of mind, Hydro Experts facilitates refunds on product prices while applying a restocking fee of 10% for orders within 30 days and 15% for orders beyond that period, provided the products remain unopened, unused, and in their original packaging. To initiate this process, customers are encouraged to utilize the Resolution Centre in their account or directly contact us.
    • Customers are responsible for shipping the product back to our address at their expense, ensuring it retains its original packaging and remains unused to qualify for a refund, store credit, or replacement. Upon inspection by our staff and confirmation of eligibility for a refund, store credit, or replacement, the applicable option will be provided. Please note that restocking fees are applicable in this process.
  • Manufacture Defect and Couriers Damage
    • In the event of a manufacturing defect, Hydro Experts stands behind its products by offering a full refund, store credit, or replacement of the faulty item. We strongly advise customers to inspect their delivered products promptly. Should any defects be detected, we urge customers to notify us within 7 days of delivery, preferably with accompanying photographic evidence for swift resolution. Upon contact, we will provide customers with pre-paid shipping labels, relieving them of any shipping costs. Once our staff verifies the defect, eligible customers will receive a refund, store credit or a replacement.
  • Customer Damage
    • Regrettably, Hydro Experts cannot assume responsibility for products damaged due to customer mishandling, such as breakage, dropping, or spillage. Therefore, we cannot offer refunds or exchanges in such cases.
  • Damage / Incorrect / Missing Products
    • While we take utmost care in packaging orders, instances of damage or incorrect or missing items may occur. We encourage affected customers to notify us within 7 days of delivery, accompanied by photographic evidence where possible. In the case of incorrect products, we request prompt notification to facilitate timely replacements or refunds.
  • Shipping Issues or Delays
    • In rare instances of shipping issues, such as loss in transit, Hydro Experts commits to providing a full refund or replacement. Customers will be promptly informed of any delays, and we will liaise with the courier service to address the situation. Refunds, store credit, or replacements are contingent upon confirmation by the courier of lost items.
  • Out of stock or Backorder
    • Should a product be out of stock, we will promptly communicate the estimated time of arrival (ETA) to the customer and suggest alternatives. However, customers may opt for a refund if preferred. For back-ordered items, customers will be notified upon restocking, typically within 2-4 weeks, unless otherwise informed by our staff. Refund requests during this period are accommodated upon customer request.
  • Unclaimed Returns
    • In the event of unclaimed parcels, customers will be charged the original postage price to cover courier expenses incurred for returns left unclaimed at 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