At Hydrolights Online, we want to make sure that our customers feel assured with their shopping.
We highly recommend reading the return and refund policy before buying. Please do research about the product that you are buying because we do not accept returns after 30 days of receipts, if not stated in the description section of the product.
Entitle to the Return & Refund:
- Change of mind
Regarding changes of mind, Hydrolights Online facilitates refunds on product prices while applying a restocking fee of 10% for orders within 30 days and 15% for orders beyond that period, provided the products remain unopened, unused, and in their original packaging. To initiate this process, customers are encouraged to utilise the Resolution Centre in their account or directly contact us.
Customers are responsible for shipping the product back to our address at their expense, ensuring it retains its original packaging and remains unused to qualify for a refund, store credit, or replacement. Upon inspection by our staff and confirmation of eligibility for a refund, store credit, or replacement, the applicable option will be provided. Please note that restocking fees are applicable in this process. - Manufacture Defect and Couriers Damage
In the event of a manufacturing defect, Hydrolights Online stands behind its products by offering a full refund, store credit, or replacement of the faulty item. We strongly advise customers to inspect their delivered products promptly. Should any defects be detected, we urge customers to notify us within 7 days of delivery, preferably with accompanying photographic evidence for swift resolution. Upon contact, we will provide customers with pre-paid shipping labels, relieving them of any shipping costs. Once our staff verifies the defect, eligible customers will receive a refund, store credit or a replacement. - Customer Damage
Regrettably, Hydrolights Online cannot assume responsibility for products damaged due to customer mishandling, such as breakage, dropping, or spillage. Therefore, we cannot offer refunds or exchanges in such cases. - Damage / Incorrect / Missing Products
While we take utmost care in packaging orders, instances of damage or incorrect or missing items may occur. We encourage affected customers to notify us within 7 days of delivery, accompanied by photographic evidence where possible. In the case of incorrect products, we request prompt notification to facilitate timely replacements or refunds. - Shipping Issues or Delays
In rare instances of shipping issues, such as loss in transit, Hydrolights Online commits to providing a full refund or replacement. Customers will be promptly informed of any delays, and we will liaise with the courier service to address the situation. Refunds, store credit, or replacements are contingent upon confirmation by the courier of lost items. - Out of stock or Backorder
Should a product be out of stock, we will promptly communicate the estimated time of arrival (ETA) to the customer and suggest alternatives. However, customers may opt for a refund if preferred. For back-ordered items, customers will be notified upon restocking, typically within 2-4 weeks, unless otherwise informed by our staff. Refund requests during this period are accommodated upon customer request. - Unclaimed Returns
In the event of unclaimed parcels, customers will be charged the original postage price to cover courier expenses incurred for returns left unclaimed at their collection centre
Note: This also applies to any orders shipped as free shipping. The postage charge will be applied based on the shipping price on the invoice.