Refund policy
Return & Refund Policy
1) 30-Day Return Window (Change of Mind)
We accept returns within 30 days of delivery for eligible items.
To be eligible for a return:
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The product must be unused and unopened (factory seal/blister packs intact)
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In original packaging
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With proof of purchase (order number and/or checkout email)
If the seal is broken or the product has been opened/used, we cannot accept a return for hygiene and safety reasons, unless the item arrived damaged/defective.
2) Order Cancellations & Changes (Important)
Our fulfillment process begins very quickly. We can only guarantee cancellations or order changes if we are notified within 15 minutes of the order being placed.
After that time window, orders may already be in processing or transit and cannot be canceled or modified.
3) Subscriptions (Cancel Anytime)
If you have a subscription, you can cancel it at any time to stop future renewals and shipments.
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You can cancel through your customer account (Subscriptions → Cancel), or
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Email us at hello@hydrolabs.info and we can help verify/cancel it for you.
Canceling a subscription stops future renewals. Any order that has already processed or shipped may still arrive.
4) Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or missing items, contact us within 30 days of delivery. We will offer, at our discretion:
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A free replacement, or
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A refund to the original payment method
Please keep all packaging materials until your case is resolved.
5) Delivery Issues (In Transit / Delivered But Not Received)
Some shipments may experience delays due to high order volume or carrier slowdowns, and tracking scans can occasionally lag.
If your package shows delivered but you have not received it:
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Contact us as soon as possible and we will assist with next steps, which may include a carrier investigation/claim.
If a shipment is confirmed lost after the carrier process, we will work with you on the fastest available resolution (replacement or refund, depending on the case and order status).
6) How to Start a Return or Claim
Email hello@hydrolabs.info with:
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Order number and the email used at checkout
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Reason for return/claim
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For damage/defects: clear photos of
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outer package,
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shipping label,
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product issue (video optional)
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We’ll reply with instructions if your return/claim is approved. Do not send products back without authorization.
7) Return Shipping Fees
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Change-of-mind returns: customer is responsible for return shipping.
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If confirmed damaged/defective/incorrect due to our error: we will cover return shipping where applicable, or we may resolve without requiring a return.
Original shipping fees (if any) are non-refundable.
If your order qualified for free shipping, we may deduct the actual outbound shipping cost from your refund where permitted.
8) Refunds
Once your return is received and inspected, we’ll notify you of approval or rejection.
If approved, refunds are issued to the original payment method. Banks/payment providers typically take 5–10 business days to post the refund after it’s processed.
9) Exchanges
We don’t offer direct exchanges for change-of-mind returns. If you’d like a different product, please return the eligible item (if approved) and place a new order.
10) Non-Returnable Items
The following are not eligible for return (except if damaged/defective upon arrival):
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Opened or used products
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Products with broken seal
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Gift cards (if applicable)
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Final sale / clearance items (if labeled as such at purchase)
11) Address Issues, Refused Deliveries, and Returned-to-Sender
Orders returned due to incorrect/insufficient address provided at checkout or refused deliveries may not be eligible for a full refund. If returned successfully, any refund (if applicable) will be evaluated based on the order condition and costs incurred.
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Legal Rights
This policy does not affect any rights you may have under applicable consumer protection laws.