At HYDRA, we want you to feel confident in your purchase. This policy explains our 30 Day Guarantee, change-of-mind returns, subscription and replacement filter returns, 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, including the Australian Consumer Law and New Zealand Consumer Guarantees Act.
1. 30 Day Guarantee
You may contact us within 30 days of delivery if your HYDRA shower head is not right for you and you would like to request a return.
To be eligible, the shower head must be unused or only reasonably inspected, undamaged, and returned in good condition with all original parts and packaging where possible.
Approved change-of-mind returns under our 30 Day Guarantee will be issued as HYDRA store credit only.
Replacement filters and subscription orders are subject to the conditions set out in Section 3 below.
2. Change of Mind Returns
HYDRA is not required to provide a refund where you simply change your mind about a purchase. However, we may accept eligible change-of-mind returns within 30 days of delivery.
To be eligible for a change-of-mind return:
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the product must be unused or only reasonably inspected;
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the product must not be damaged;
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all original parts must be included;
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the product must be returned in its original packaging where possible; and
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you must contact HYDRA within 30 days of delivery.
Approved change-of-mind returns will be issued as HYDRA store credit only.
Cash refunds or refunds to the original payment method are not provided for change-of-mind returns..
Customers are responsible for the cost of return postage for change-of-mind returns.
Original shipping charges are non-refundable unless required by law.
We reserve the right to decline a change-of-mind return where a product has been damaged, is incomplete, has been excessively used, or is not returned in reasonable condition.
3. Subscription & Replacement Filter Returns
Replacement filters purchased individually or supplied as part of a HYDRA subscription may be considered for a change-of-mind return within 30 days of delivery only where they are:
For hygiene and product-integrity reasons, opened or used replacement filters cannot be returned for change-of-mind purposes.
Where an eligible replacement filter or subscription order is accepted for a change-of-mind return, the value of the eligible returned products will be issued as HYDRA store credit only.
Cash refunds or refunds to the original payment method are not provided for change-of-mind subscription or replacement filter returns unless required by law.
Customers are responsible for return postage costs, and original shipping charges are non-refundable unless required by law.
Subscription Renewals
By purchasing a HYDRA product on a subscription basis, you authorise HYDRA and its payment provider to automatically charge your nominated payment method and send replacement filters at the frequency selected at checkout.
Your subscription will automatically renew in accordance with the subscription frequency selected when you placed your order.
You may pause or cancel your subscription subject to after the minimum one round of subscription renewal commitment.
Once the one round of renewal minimum commitment has been completed, you may pause or cancel your subscription at any time before your next scheduled order is processed.
Pausing or cancelling a subscription applies to future subscription orders only.
If a subscription order has already been processed, fulfilled or dispatched before the subscription is paused or cancelled, that order cannot be cancelled retrospectively and will continue to be supplied and charged.
Failed Subscription Payments
If a scheduled subscription payment is declined or unsuccessful, HYDRA or its payment provider may automatically retry the payment using the nominated payment method.
Your subscription may be temporarily paused or suspended until successful payment is received.
Customers are responsible for keeping their payment details and contact information up to date.
Nothing in this section limits your rights where a replacement filter or subscription product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee under applicable law.
4. 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.
Depending on the nature of the issue, this may include:
The store-credit conditions applying to change-of-mind returns do not apply where a customer is entitled to another remedy under applicable consumer law.
5. 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:
What the Warranty Does Not Cover
This warranty does not cover:
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normal wear and tear;
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cosmetic wear or minor surface marks;
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accidental damage;
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misuse or abuse;
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incorrect installation;
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improper maintenance;
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unauthorised modifications;
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failure to replace filters as recommended;
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issues caused by plumbing conditions, water pressure, or water quality;
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dissatisfaction based on personal preference; or
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skin or hair responses that vary between individuals.
How to Make a Warranty Claim
To make a warranty claim, please contact us and provide:
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your order number or proof of purchase;
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a description of the issue; and
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clear photos or video showing the problem.
We may request additional information where reasonably required to assess the claim.
Warranty Remedies
If your warranty claim is approved, HYDRA may, where appropriate, repair the product, replace the product, provide a refund, or offer another suitable remedy.
Unless required by law, the warranty does not cover plumber fees, installation costs, removal costs, reinstallation costs, or other associated costs.
Nothing in this warranty excludes or limits any rights or remedies that cannot legally be excluded under applicable consumer law.
6. Consumer Rights
Nothing in this Returns & Warranty Policy excludes, restricts, or modifies any rights or remedies you may have under applicable consumer law.
For Australian customers, our products come with guarantees that cannot be excluded under the Australian Consumer Law.
For New Zealand customers, your rights under the Consumer Guarantees Act 1993 continue to apply where applicable.
Where you are entitled to a refund, replacement, repair, or other remedy under applicable consumer law, the change-of-mind store credit conditions in this policy do not limit those rights.
7. Contact Us
For returns, subscription enquiries or warranty claims, please contact:
Email: info@thehydrafilter.com
Please include your order number and any relevant photos or video so we can assist you as quickly as possible.
