Returns & Warranty Policy

At HYDRA, we want you to feel confident in your purchase. This policy explains our 30 Day Guarantee, 2 Year Warranty, and your rights if there is an issue with your order. This policy is in addition to any rights you may have under applicable consumer law. Consumer guarantees in Australia are automatic and can’t be taken away, and New Zealand’s Consumer Guarantees Act sets minimum guarantees and remedies for consumer purchases. (ACCC)

1. 30 Day Guarantee

You may contact us within 30 days of delivery if HYDRA is not right for you and you would like to request a return.

To be eligible, the product must be returned in good condition, with all original parts and packaging where possible.

2. Change of Mind Returns

For change of mind returns, please contact us within 30 days of delivery.

Unless required by law, return shipping costs for change of mind returns are the responsibility of the customer.

Original shipping charges are non-refundable unless required by law.

We reserve the right to decline returns that are damaged, incomplete, or not returned in reasonable condition.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photos or video of the issue.

Where required under applicable consumer law, we will provide an appropriate remedy, which may include a repair, replacement, or refund depending on the nature of the issue. ACCC states consumers are entitled to a repair, replacement, or refund when consumer guarantees are not met, and NZ Consumer Protection provides the same broad remedy framework under the CGA. (ACCC)

3. 2 Year Warranty

HYDRA products are covered by a 2 year warranty from the date of purchase against manufacturing faults and defects in materials or workmanship under normal residential use.

What the warranty covers

This warranty covers:

  • manufacturing faults

  • defects in materials

  • defects in workmanship

What the warranty does not cover

This warranty does not cover:

  • normal wear and tear

  • cosmetic wear or minor surface marks

  • accidental damage

  • misuse or abuse

  • incorrect installation

  • improper maintenance

  • unauthorised modifications

  • failure to replace filters as recommended

  • issues caused by plumbing conditions, water pressure, or water quality

  • dissatisfaction based on personal preference

  • skin or hair responses that vary between individuals

How to make a warranty claim

To make a claim, please contact us with:

  • your order number or proof of purchase

  • a description of the issue

  • clear photos or video showing the problem

We may request additional information to help assess the claim.

Warranty remedies

If your warranty claim is approved, HYDRA may, where appropriate, repair the product, replace the product, or provide another suitable remedy.

Unless required by law, the warranty does not cover plumber fees, installation costs, removal costs, reinstallation costs, or any indirect or consequential loss.

4. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any rights you may have under applicable consumer law.

5. Contact Us

For returns or warranty claims, please contact us at: info@thehydrafilter.com

Please include your order number and any relevant photos or video so we can assist as quickly as possible.