Returns & Refunds
At Hydrolyst, we are committed to providing high-quality products and excellent customer service. If you experience an issue with your order, we will do our best to assist you.
Eligibility for Returns, Replacements & Refunds
Due to the consumable nature of our products, we are generally unable to accept returns of opened, used, or partially consumed items.
We may offer a replacement, store credit, or refund if:
- You received the wrong item
- Your order arrived damaged or defective
- Items were missing from your order
- The product received is materially different from what was ordered
All requests must be submitted within 7 days of receiving your order.
Reporting an Issue
To submit a claim, please contact us and provide:
- Your order number
- Clear photographs of the product and packaging
- A description of the issue
- Any other supporting evidence reasonably requested by Hydrolyst
Claims submitted without sufficient supporting evidence may not be eligible for a replacement, store credit, or refund.
Hydrolyst reserves the right to reject claims where insufficient evidence is provided or where the claim is determined to be inconsistent with the reported issue.
Returns
Customers must not return any products without prior approval from Hydrolyst.
If a return is approved, customers will receive instructions on how and where to send the item.
Unless the return is due to our error, damaged goods, or a defective product, customers are responsible for any return shipping costs incurred.
Order Cancellations
Orders may only be cancelled before they have been processed and dispatched from our fulfilment facility.
Once an order has been shipped, cancellation requests cannot be accommodated.
Refund Processing
Approved refunds will be issued to the original payment method used during checkout.
Please allow up to 7 business days for the refund to be processed after approval. Processing times may vary depending on your payment provider or financial institution.
Non-Refundable Items
The following items are not eligible for refunds:
- Opened or consumed products
- Products damaged due to misuse, improper storage, or handling by the customer
- Gift cards, promotional vouchers, or store credits
- Orders where delivery was successfully completed but the parcel was lost, stolen, or misplaced after delivery