SHIPPING & RETURNS

SHIPPING

Depending on your location your order will ship from the closest distribution facility to your region. If expedited shipping is available the rates will be presented at checkout. We have delivery partners worldwide so you can get your goods asap! 

Standard Delivery Times ETA: 

Australia - 6-10 days

USA - 6-10 days

Canada - 6-10 days

UK - 6-10 days

New Zealand - 10-14 days

Rest of world - 13-22 days

RETURNS

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 support@hydgenos.com. If your return is accepted, we’ll send you a return shipping label or 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 support@hydgenos.com.

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 can 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. Once an order has been dispatched it is then subject to the Eligibility above.

Exchanges 

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.

Refunds 

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.

WARRANTY

If you’re experiencing a problem with your product that warrants a replacement, you can file a warranty claim to our support email support@hydgenos.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.