Refund policy

RETURNS & REFUNDS

Clear, fair, and considered.

We want you to feel confident when ordering from Hydrae. If something isn’t right, we aim to make the returns process straightforward and transparent.

RETURNS

We accept returns on unopened and unused products within 14 days of delivery.

To be eligible for a return:

• Items must be unused, unopened, and in their original packaging
• The return request must be made within 14 days of receiving your order
• Proof of purchase is required

For hygiene and safety reasons, we cannot accept returns on opened or used products, unless the item is faulty or incorrect.

RETURNS FOR BUNDLES

Bundles are sold as single curated products.

To be eligible for a return:

• All items within the bundle must be unopened, unused, and returned together
• Partial returns of individual items from a bundle are not accepted

If any item within a bundle has been opened or used, the bundle is no longer eligible for return, unless the item is faulty or incorrect.

This policy helps us maintain product safety and integrity across all curated sets.

NON-RETURNABLE ITEMS

The following items are not eligible for return:

• Opened or used products
• Partially returned bundles
• Items returned after the 14-day window
• Gift cards (if applicable)

FAULTY OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery.

Where appropriate, we will offer:

• a replacement
• or a full refund

Please include clear photographs and your order number to help us resolve the issue promptly.

REFUNDS

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 5–10 working days. Please note that processing times may vary depending on your bank or payment provider.

RETURN SHIPPING

• Customers are responsible for return shipping costs unless the item is faulty or incorrect
• We recommend using a tracked service, as we cannot be responsible for items lost in transit

HOW TO REQUEST A RETURN

To initiate a return, please contact us at: returns@livehydrae.co.uk

Please include:

• your order number
• the reason for the return

We will provide return instructions once your request has been reviewed.

A NOTE ON SUPPLEMENTS

As Hydrae products are food supplements, returns are limited to unopened items to ensure safety and quality standards are maintained.

QUESTIONS?

If you have any questions about returns or refunds, please contact us at returns@livehydrae.co.uk and we’ll be happy to help.