Refund & Return Policy
1. Eligibility
Customers can return items within 14 days of purchase, provided they are unused and in their original packaging.
Returns will not be accepted if the product has been opened, used, or damaged due to misuse.
2. Processing Time
Once the returned item is received, it will be processed within 3–5 business days.
Customers will receive an email notification once the return has been processed.
3. Initiating a Return
To start a return, customers must contact the customer service team and provide the order number along with a reason for return.
Unauthorized returns may not be accepted.
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is defective or incorrect.
If the return is due to our error (e.g., wrong or defective product), we will cover the return shipping fee.
5. Refund Method
Refunds will be issued to the same payment method used for the purchase.
The refunded amount usually reflects in the account within 2–3 business days after processing.
The original shipping cost will be deducted from the total refund amount.
The customer also bears the return shipping cost.
6. Returning Promotional Items
If returning "Buy 1 Get 1 Free", "Buy 2 Get 1 Free", or discounted second-item promotions, the entire set must be returned.
For promotional bundles or offers, the entire set must be returned at the offer value at the time of purchase.
7. Contact Us
For any inquiries or to request a return, please contact our customer service team:
📧 info@hydralyte-sa.com