HydraHub Returns Policy

Returns, Refunds and Faulty Products

1. Returns

1.1 Customers wishing to return a product must contact HydraHub Customer Services before arranging any return.

1.2 Products must not be returned to any HydraHub office, warehouse, distribution centre or other location unless specifically instructed by HydraHub.

1.3 HydraHub reserves the right to refuse any return that has not been authorised in advance.

1.4 Where a return is approved, customers must follow the instructions provided by HydraHub regarding packaging, collection or shipment. 

2. Consumer Cancellation Rights

2.1 Where applicable under UK consumer protection legislation, customers may cancel eligible orders within 14 days of receiving their goods.

2.2 To qualify for a return under this provision, products must be:

·      Unused;

·      Complete with all supplied accessories and components;

·      Returned in their original packaging where reasonably possible; and

·      In a condition suitable for resale.

2.3 HydraHub reserves the right to make deductions from any refund where goods have been handled beyond what is necessary to establish their nature, characteristics and functionality.

2.4 The cancellation rights described in this section do not apply to products which are exempt under applicable legislation, including certain perishable, consumable or hygiene-sensitive products.

3. Water Products

3.1 Due to the consumable nature of bottled water products, HydraHub does not accept returns of water products unless:

·      The product arrives damaged;

·      The product is faulty;

·      The product is not fit for its intended purpose; or

·      The return is required by applicable consumer rights legislation.

3.2 Customers may be required to provide photographic evidence of any damage or defect before a replacement or refund is considered.

3.3 Claims relating to damaged or defective water products should be reported within 30 days of delivery.

4. Water Coolers

4.1 Customers who believe a water cooler is faulty must first contact HydraHub Customer Services and cooperate with any reasonable troubleshooting procedures.

4.2 HydraHub may request photographs, videos or other evidence to assist in diagnosing the reported issue.

4.3 Where a fault is confirmed within 30 days of delivery, HydraHub may, at its discretion:

·      Repair the product;

·      Replace the product; or

·      Provide an appropriate refund.

4.4 For faults reported more than 30 days after delivery, HydraHub may require inspection of the product before determining whether a repair, replacement or refund is appropriate.

4.5 Any replacement, repair or refund will remain subject to verification that the fault has not arisen through misuse, accidental damage, neglect, unauthorised modification or failure to follow product instructions.

4.6 HydraHub reserves the right to inspect returned products before authorising any remedy. 

5. Water Pumps

5.1 If a water pump arrives damaged, defective or develops a fault within 30 days of delivery, HydraHub may offer either:

·      A replacement product; or

·      A refund.

5.2 For faults reported after 30 days, HydraHub may, at its discretion, offer a replacement product where a manufacturing fault is verified.

5.3 Customers may be required to provide photographs, videos or additional information before a claim is accepted.

6. Delivery Issues

Failed Deliveries

6.1 Where a delivery is returned to HydraHub by the courier, HydraHub will work with the customer to arrange redelivery where appropriate.

6.2 HydraHub reserves the right to charge additional delivery fees in connection with any redelivery.

Incorrect Delivery Information

6.3 Customers are responsible for ensuring that all delivery information provided at the time of purchase is accurate and complete.

6.4 HydraHub shall not be liable for delays, losses or failed deliveries resulting from inaccurate address information provided by the customer.

6.5 Where an order cannot be delivered due to an incorrect address supplied by the customer, HydraHub shall not be obliged to provide a free replacement or refund.

7. Evidence and Inspection

7.1 HydraHub may require reasonable evidence in support of any claim, including but not limited to:

·      Photographs;

·      Videos;

·      Product serial numbers;

·      Packaging information; and

·      Details regarding the reported issue.

7.2 Failure to provide requested evidence may result in a claim being delayed or rejected.

7.3 Where HydraHub reasonably believes that a returned product requires examination, no refund, replacement or credit will be issued until inspection has been completed.

8. Refunds

8.1 Approved refunds will be issued to the original payment method used for the purchase.

8.2 Delivery charges will only be refunded where required by law or where HydraHub determines that the return is the result of its error.

8.3 HydraHub reserves the right to withhold refunds pending receipt and inspection of returned goods. 

9. Fraud Prevention and Abuse

HydraHub reserves the right to limit, suspend or refuse service to customers who repeatedly abuse promotions, submit fraudulent claims, repeatedly order products without accepting delivery, or otherwise act in a manner that causes unreasonable operational costs.

9.1 HydraHub reserves the right to reject any claim for refund, replacement or compensation where it reasonably believes:

·      Information provided by the customer is false or misleading;

·      The product has been intentionally damaged;

·      The product has been misused or modified;

·      Multiple claims indicate potentially fraudulent activity; or

·      The claim is otherwise abusive or made in bad faith.

9.2 HydraHub may request additional information to verify any claim.

9.3 Nothing in this section affects the customer's statutory rights under applicable consumer protection legislation.

10. Statutory Rights

Nothing in these Terms excludes or limits any rights available to consumers under applicable UK law.