Refund policy

Return & Refund Policy (30-Day Returns)

  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:

  • The product must be unused and unopened (factory seal intact)

  • In original packaging

  • With proof of purchase (order number)

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 or defective.

  1. 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:

  • a free replacement, or a refund to the original payment method.

  1. How to start a return / claim
    Email us at info@gethydrolabs.com with:

  • Order number and the email used at checkout

  • Reason for return

  • For damage/defects: clear photos of (1) outer package, (2) shipping label, (3) product issue (video optional)

Please keep all packaging materials until your case is resolved.

We’ll reply with return instructions if your return/claim is approved. Do not send products back without authorization.

  1. Return shipping fees

  • Change-of-mind returns: customer is responsible for return shipping.

  • If the item is 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.

  1. 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.

  2. Exchanges
    We don’t offer direct exchanges for change-of-mind returns. If you’d like a different product, please return the eligible item and place a new order.

  3. Non-returnable items
    The following are not eligible for return (except if damaged/defective upon arrival):

  • Opened or used products

  • Products with broken seal

  • Gift cards (if applicable)

  • Final sale / clearance items (if you label them as such at purchase)

  1. Address issues, refused deliveries, and “delivered” packages
    Orders returned due to incorrect/insufficient address provided at checkout or refused deliveries may not be eligible for a full refund. If a package is marked as delivered by the carrier but is missing, contact us and we will assist with next steps (this may require a carrier claim).

  2. Contact
    info@gethydrolabs.com

  3. Legal rights
    This policy does not affect any rights you may have under applicable consumer protection laws.