Refund policy

Return & Refund Policy

Last updated: October 14, 2026

At Hydrate Hub, we are committed to providing customers with quality products, transparent purchasing information, and fair resolutions when problems arise.

This policy explains the conditions and procedures governing order cancellations, returns, refunds, replacements, shipping-related issues, and payment disputes.

Please review this policy before placing an order.

1. Return Eligibility — 30 Days

We accept eligible return requests within 30 calendar days of confirmed delivery.

For voluntary returns, including change of mind, incorrect size or colour selection, or personal preference, products must meet all of the following requirements:

Brand new, unused, and in their original condition.
Returned in their original packaging with all labels, tags, accessories, and components included.
Free from scratches, dents, stains, odours, signs of use, or customer-caused damage.
Accompanied by a valid Hydrate Hub order number or proof of purchase.
Returned in accordance with the instructions provided by our returns department.

Products that have been used, altered, washed, damaged after delivery, or returned incomplete may be rejected for voluntary returns.

Products must not be returned without first obtaining return instructions from our team.

Our voluntary return conditions do not limit any rights customers may have under applicable consumer protection laws.

2. How to Request a Return

All return and refund requests must be submitted to:

returns@hydratehubstore.com

Please include:

Your order number.
The product you wish to return.
The reason for the request.
Clear photographs or other supporting information where relevant.

Our team will review your request and provide instructions if the return is approved.

Submitting a return request does not automatically constitute approval.

Customers must wait for our return instructions before sending products back.

Hydrate Hub uses multiple fulfilment and logistics facilities. The original shipping address, warehouse address, or address printed on a shipping label may not be the correct return address.

Returns sent without authorisation or to an incorrect facility may experience significant delays or may be unable to be located.

3. Order Cancellations

If you wish to cancel an order, contact returns@hydratehubstore.com as soon as possible, including your order number.

Before Fulfilment

We will attempt to cancel your order before it enters an irreversible fulfilment or shipping stage.

Cancellation requests are reviewed based on the order's current status and applicable legal requirements.

During Processing

Orders may begin processing shortly after purchase.

If an order is already being prepared, packed, or allocated to a fulfilment centre, we may need to confirm whether cancellation remains possible.

We cannot guarantee that a cancellation request can be completed after processing has begun.

After Dispatch

Once an order has been physically handed over to a shipping carrier, we generally cannot stop or intercept the shipment.

Customers seeking to return a dispatched order may request a return after delivery, subject to this policy.

Where cancellation is required by applicable law, including qualifying shipment delays, we will honour those rights.

An order is not considered cancelled until cancellation has been confirmed by Hydrate Hub.

Where a cancellation is approved, we will issue the applicable refund to the original payment method.

4. Change-of-Mind Returns

We understand that customers may occasionally change their minds after purchasing.

Eligible change-of-mind returns are accepted within 30 days of delivery, subject to Section 1.

The following conditions apply:

Customers are responsible for return shipping costs.
Customers should use a trackable shipping service.
Products must be returned to the address provided by our returns team.
Original shipping charges, where separately paid, are generally non-refundable.
Any additional return-related charges will be disclosed where applicable and legally permitted.

Free Shipping Orders

Orders originally shipped with free shipping are still eligible for applicable voluntary returns.

However, free outbound shipping does not mean that return shipping is free.

For change-of-mind returns, the customer is responsible for paying the cost of sending the item back.

We do not automatically deduct our original outbound shipping cost from a change-of-mind refund simply because the order qualified for free delivery.

Any additional deductions must be permitted by applicable law and clearly disclosed before the return is accepted.

5. Product Authenticity and Expectations

We understand that customers may wish to verify product details, packaging, labels, and authenticity before purchasing.

Product descriptions, specifications, and available photographs are displayed on the relevant product pages to help customers make informed purchasing decisions.

Customers are encouraged to review these details and contact our support team with questions before placing an order.

We may be unable to provide individually requested photographs, supplier invoices, or additional documentation for specific warehouse units before dispatch.

Authenticity Concerns

Customers who believe they received an item that is counterfeit, materially different from its description, or otherwise not as advertised should contact us with their order number and available supporting evidence.

We will investigate the concern and provide an appropriate resolution based on the findings and applicable consumer protection requirements.

A lack of additional pre-purchase photographs does not, by itself, establish that an item is counterfeit.

However, customers retain their legal rights if merchandise is counterfeit, misrepresented, or not as described.

6. Damaged, Defective, Incorrect, or Incomplete Items

If your order arrives damaged, defective, incorrect, or missing components, please contact us as soon as reasonably possible after delivery.

Send an email to returns@hydratehubstore.com containing:

Your order number.
A description of the problem.
Clear photographs of the affected product.
Photographs of the packaging and shipping label, where relevant.
Additional evidence reasonably required to investigate the issue.

Please retain the product and original packaging while we assess the claim, where practical.

Depending on the circumstances, available remedies may include:

Replacement of the affected product.
Replacement of missing or damaged components.
Partial refund where appropriate and agreed.
Full refund.
Another suitable resolution agreed with the customer.

We may consult our warehouse, supplier, or delivery partner during the investigation.

Where applicable law requires a particular remedy, that requirement takes precedence.

7. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Change of mind or personal preference

The customer is responsible for return shipping.

Customer ordered the wrong item, size, or colour

The customer is responsible for return shipping unless Hydrate Hub caused the error.

Damaged, defective, incorrect, or materially misrepresented products

Hydrate Hub will meet its obligations concerning reasonable return shipping costs and other remedies required by applicable law.

We recommend retaining return tracking details and proof of postage.

Hydrate Hub is not responsible for loss of a voluntary return shipment caused by the customer's chosen carrier, except where otherwise required by law.

8. Refund Approval and Processing

Once an eligible return has been received, we may inspect the product to confirm its condition and compliance with the applicable return requirements.

Customers will be informed whether their refund has been approved or declined.

For approved refunds:

Refunds are generally issued to the original payment method.
Any lawful and disclosed deductions will be explained.
Payment-provider processing times may vary.
Customers will receive confirmation once the refund has been initiated.

For eligible voluntary returns, we aim to process approved refunds within 5 business days after completing the return inspection.

Refunds required by law will be processed within the legally required timeframe, even if that timeframe differs from our standard procedure.

Refunds cannot ordinarily be redirected to unrelated accounts or alternative payment methods.

9. Delivery Estimates and Shipping Delays

Estimated delivery dates are provided during checkout and are also available through the customer's order confirmation or order details.

Delivery windows are estimates rather than guarantees of arrival on the earliest displayed date.

For example, if the estimated delivery timeframe is October 12–26, October 12 represents the beginning of the estimated range and October 26 represents its end.

Orders may pass through fulfilment centres, sorting facilities, shipping partners, and local delivery carriers before reaching their destination.

Shipping times may be affected by carrier processing, customs clearance, weather conditions, operational disruptions, or other unforeseen circumstances.

An order that remains in transit within its disclosed estimated delivery window is not automatically considered lost or eligible for a refund.

However, where a shipment is delayed beyond a legally required shipping commitment, customers will be offered the cancellation, refund, or other remedies required by applicable law.

Hydrate Hub will continue to assist customers with reasonable delivery enquiries and shipment investigations.

10. Tracking Information and Delivery Updates

Tracking information is provided when available following fulfilment or dispatch.

Depending on the shipping arrangement, more than one tracking number may be associated with an order.

Tracking can sometimes display statuses such as:

Label created.
Shipment information received.
In transit.
Awaiting carrier scan.
Arrived at sorting facility.
Out for delivery.

Tracking updates may not appear immediately when shipments transfer between fulfilment centres or carriers.

A tracking status that has not recently changed does not necessarily mean that an order has been lost or stopped moving.

Customers may contact support@hydratehubstore.com for assistance where tracking information appears incorrect or unusually delayed.

11. Missing or Undelivered Orders

If an order has not arrived by the end of its estimated delivery timeframe, please contact our support team.

We will review the available tracking information and may open an investigation with the relevant shipping partner.

Investigations may require confirmation of shipping records, carrier scans, delivery addresses, and other available information.

If a shipment is confirmed lost or delivery has failed, we will provide a resolution appropriate to the circumstances, including replacement or refund where required.

Customers are not required to wait indefinitely for an undelivered order.

Any legally required remedies for failure to deliver remain available.

12. Orders Marked as Delivered

If your tracking shows that an order was delivered but you cannot locate it, please contact us promptly.

Where appropriate, we recommend checking with other household members, building reception, parcel lockers, or the delivery location shown in the tracking information.

Our team may investigate with the delivery carrier and review:

Delivery confirmation.
Proof-of-delivery photographs.
Carrier GPS or delivery scan records, where available.
Shipping address information.
Other relevant delivery evidence.

Each claim will be assessed individually.

A carrier's delivered status may provide evidence of successful delivery, but it does not automatically eliminate a customer's rights where delivery to the correct recipient or location is genuinely disputed.

13. Incorrect Shipping Addresses

Customers should carefully review their delivery information before completing checkout.

If an address correction is needed, contact us immediately.

We will attempt to correct the address where possible, but changes may not be possible after fulfilment or carrier handover.

Additional costs caused by incorrect or incomplete customer-provided addresses may be the customer's responsibility where legally permitted.

Hydrate Hub remains responsible for errors caused by our own processing or fulfilment operations.

14. Refused, Unclaimed, or Returned-to-Sender Shipments

If a customer refuses delivery or fails to collect a package, the carrier may return the shipment to the sender or its designated returns facility.

Please contact us if this occurs.

For voluntary refusals or unclaimed deliveries, additional carrier return fees or reshipping charges may apply where permitted by law and appropriately disclosed.

Any discretionary refund will be assessed after the shipment's status and the applicable return arrangements are confirmed.

Customers will not be charged additional fees for refusing delivery where they have a legal right to reject the goods or cancel the transaction.

15. Exchanges and Replacements

Exchanges may be available depending on product availability.

Customers requesting an exchange should contact our returns department before sending the original product back.

For voluntary exchanges, customers may be responsible for associated return and reshipping costs.

For faulty, incorrect, or otherwise nonconforming products, the available remedies and shipping responsibilities will follow applicable consumer protection requirements.

16. Chargebacks and Payment Disputes

We encourage customers to contact our support team first if they experience a problem with their order.

Our team can investigate shipping issues, assess refund eligibility, and help resolve concerns directly.

If a payment dispute or chargeback is initiated, Hydrate Hub may provide relevant documentation to the payment processor or issuing bank, including:

Transaction and checkout records.
Order confirmation and fulfilment details.
Published policies applicable to the purchase.
Carrier tracking and proof of delivery.
Return and refund records.
Relevant customer communications.

An active chargeback may affect our ability to process a separate refund while the payment provider reviews the disputed transaction.

Customers retain all legitimate rights to contact their payment provider and dispute transactions.

17. Final Sale and Restricted Returns

Certain products may be designated as final sale or excluded from voluntary change-of-mind returns.

Any such restrictions will be clearly identified on the relevant product page or before purchase.

Final-sale restrictions do not exclude statutory remedies for defective, counterfeit, incorrect, or materially misrepresented products.

18. Merchant-Initiated Order Cancellations

Hydrate Hub may cancel an order before dispatch for legitimate operational or commercial reasons, including:

Product unavailability.
Fulfilment limitations.
Pricing or listing errors.
Inability to deliver to the provided address.
Suspected fraudulent transactions.
Other circumstances that reasonably prevent completion of the order.

If Hydrate Hub cancels a paid order before dispatch, we will notify the customer and issue the required refund to the original payment method.

Cancellation decisions will be made consistently and in accordance with applicable consumer protection laws.

19. Consumer Rights and Applicable Laws

This policy supplements, and does not replace or restrict, consumer rights provided under applicable law.

Customers may have statutory rights relating to:

Defective or unsafe products.
Goods that are counterfeit or materially different from their description.
Incorrect merchandise.
Failure to deliver.
Qualifying order cancellations.
Other situations covered by mandatory consumer protection legislation.

Where applicable law provides a stronger remedy or different requirement, that law will prevail.

20. Contact Information

For returns, cancellations, replacements, or refund requests: