SHIPPING & RETURNS
We are an Australian company proudly offering free shipping Worldwide.
Please note some orders may still experience delays compared to our pre-COVID delivery times.
Estimated delivery times:
Australia - approximately 6-10 days
USA - approximately 6-10 days
Canada - approximately 6-10 days
UK - approximately 6-10 days
New Zealand - approximately 10-14 days
Rest of world - approximately 13-22 days
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. It must be in the original packaging, complete with all items, accessories and inclusions.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label and instructions to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Eligibility / non-returnable items
Excluding exchanges and items returned under warranty, there will be a 15% restocking fee for all items that are returned which also covers any payment processing fees and shipping and handling we arrange for your return. For all damaged items, missing inclusions, or indications of misuse, additional fees may be added to cover the costs of goods. HYDGENOS retains the right to either refuse acceptance of such return upon inspection.
Unfortunately, we cannot accept returns on gift cards.
Cancellation of orders
Orders placed with HYDGENOS are processed in a timely manner so that you can get your items as soon as possible. Please contact us immediately if you wish to cancel or change your order. If an order has not yet been dispatched our customer support team will adhere to the request. For cancellations a refund will be initiated minus a partial restocking and payment processing fee of 10%. Once an order has been dispatched it is then subject to the Eligibility above.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you’re experiencing a problem with your product that warrants a replacement, you can file a warranty claim to our support email email@example.com
After you’ve completed and submitted your warranty request a member of our warranty department and reach out to you directly with next steps.
How long is the warranty?
We offer a one-year warranty. Your warranty begins with your purchase date. Should you need to file a claim and receive a replacement unit, the warranty will continue from your original purchase date.
A member of our warranty department will review and respond to your claim within two business days. At this time, they may approve the claim, deny the claim, request for additional information, or request for the faulty product to be returned. Once a claim has been approved, a replacement will be sent to the address provided on your order confirmation.
What’s covered under warranty?
Your warranty covers manufacturer defects. It does not cover abuse, misuse, loss or theft.