Returns & Warranty
Returns
What Is Your Returns Policy?
We allow our customers to return any product(s) for any reason so long as the product(s) are returned in the same condition they were originally sold in. Customers have 14 days after receiving their order to send a request to return that order.
What Is Your Process to Return an Order?
Head over to the Contact Us page and send us a message or email us directly (support@hydrobeadz.co.nz). Make sure to reference your order number so that we can find your order.
Once we have received your request we will send the returns address to you and then you may send your order back to us (make sure to send it back with tracking and provide us with the tracking number).
Please note: We will not pay the cost of returning an order. It will probably be around $5 to do so.
When your order has been received we will have it refunded. The refund will be processed back to your original payment method (your credit card/debit card etc).
Please note: We will not refund the postage fee we originally charged to send your order. This goes entirely towards the packaging materials and the courier company.
How Long Will My Refund Take?
This depends on the payment processor. PayPal and Stripe usually take around 5 working days, and they will confirm directly with you that a refund has been processed.
What if My Card Has Expired? How Will I Get a Refund Then?
If you paid with a card which has subsequently expired then you will need to contact your bank first. They can offer some advice on what to do. The worst case scenario, if you’re not able to get a refund to your card, is that we refund you directly via bank transfer. However, we prefer not to do this as we would not be refunded the card transaction fees.
Warranty
What Is Your Warranty Policy?
You are fully covered under the Consumer Guarantees Act which means everything you order comes with a 1 year warranty as a minimum.
What Is the Process to Return an Order Under the Warranty Policy?
It is exactly the same as the normal returns policy except that we will cover all postage costs. If you require a refund we will also refund you in full (including any postage costs incurred by us).
Basically, you will either receive a replacement at no cost. Or, you will receive a full refund and not be left out of pocket at all.
Is Anything Excluded Under the Warranty Policy?
Consumables and disposables are not covered as these are not expected to last one year. As HydroBeadz are a consumable/disposable product they are not expected to last a year once they have been used.
However, they are expected to last at least a year in their dehydrated state in the packet before they are used.
Our More Detailed Policies
We have a few policies that are more detailed and use legal lingo. You can check them out below - they reiterate what has been said above in a more drawn out fashion.