Cancellation policy

ORDER CANCELLATION POLICY

This Cancellation Policy applies to all orders placed through the official HydroLabs online store (the “Store”). By placing an order, you agree to the terms below. This policy does not affect any statutory rights you may have under applicable consumer protection laws.

1) Cancellation Before Shipment
1.1 How to request a cancellation
You may request to cancel your order only if it has not yet been fulfilled and handed over to the carrier.

To request a cancellation, email us at: hello@hydrolabs.info
Recommended subject line: “Order Cancellation – [Order Number]”

Please include:
- your order number, and
- the email used at checkout.

1.2 When a cancellation is accepted
- If your order has not yet been fulfilled or shipped, we will cancel it at no cost and issue a full refund of the amount paid.
- If your order has already been fulfilled, packed, or handed over to the carrier, cancellation will no longer be possible. In that case, your request will be handled under our Return & Refund Policy and/or right of withdrawal (where applicable).

2) Orders Already Shipped or Delivered
Once an order has been shipped or delivered, it is no longer considered a “cancellation.” It becomes a return or an exercise of the right of withdrawal (where applicable).

In that case:
- Please follow the return/withdrawal procedure described in our Return & Refund Policy on our website.
- Specific conditions may apply (deadlines, product condition, eligibility, and return costs), as detailed in that policy.

3) Items Not Eligible for Return After Shipment (Hygiene/Safety)
For hygiene, safety, and/or product-specific reasons, certain items may not be eligible for return once shipped if they are opened, used, or have a broken seal, except in the case of verified defects, damage in transit, or issues attributable to HydroLabs.

When applicable, the product page and/or our Return & Refund Policy will indicate special conditions.

4) Refund Timeframes
If a cancellation is accepted:
- Refunds are issued to the original payment method unless otherwise agreed.
- Refund posting times vary by bank/payment provider and typically appear within 3–14 calendar days after the refund is processed.

5) Changes to Order Details (Instead of Cancelling)
If you need to change order details (shipping address, name, phone number, etc.), contact us as soon as possible at: hello@hydrolabs.info

- If the order has not yet been fulfilled/shipped, we will do our best to apply the requested changes.
- If the order has already been shipped, changes may not be possible, and you may need to follow the return process under our Return & Refund Policy (where applicable).

6) Orders Refused at Delivery
If you refuse the package at delivery without having requested a cancellation beforehand or without communicating your intention to withdraw (where applicable):
- The order may be returned to us.
- Once received and inspected, and provided the product arrives in resellable condition (unused, unopened, seal intact), we may issue a refund for the product price.
- Shipping fees and any return-to-sender costs may be deducted from the refund where applicable, in accordance with our Return & Refund Policy.
If the parcel is not returned to us (lost or not recoverable), a refund may not be possible.

7) Contact
For questions or requests related to cancellations, contact:
hello@hydrolabs.info

8) Updates to This Policy
We may update this policy from time to time by posting a revised version on our website. The version in effect at the time you place your order will apply to that order.