Refund policy

Hydro Water Bottle – Return & Refund Policy

Effective 27 May 2025 (last updated 9 June 2025)


Our goal is to make returns straightforward while meeting – and exceeding – all UK and EU consumer-rights standards. This policy applies to orders shipped to the United Kingdom, European Union, United States and Canada.

 

 

 

1. How to Reach Us

 

 

  • Email: contact@hwaterbottle.co.uk

  • Phone: +44 7537 127 673 (Mon–Fri 09:00-17:00 GMT)

  • Head Office : 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom

 

 

 

 

2. 60-Day Return Window (No Restocking Fees)

 


You may return any unused Hydro Water Bottle product within 60 days of delivery for a full product refund. This window exceeds the UK statutory 14-day “cooling-off” period, which remains fully protected.


No restocking fees apply.

 

 

 

3. Return Shipping Costs

 

 

  • Customer-paid: Standard returns (change of mind, wrong size/colour).

  • Hydro-paid: Faulty, damaged, or incorrect items – we provide a prepaid label.

 

 

 

 

4. Order Cancellations

 


Email or call us within two hours of placing an order to cancel at no cost. If your order has already shipped, please follow the return process below.

 

 

 

5. Item Eligibility & Condition

 

Requirement

Details

Return window

60 days from delivery

Condition

Unused, in original packaging, with all accessories/manuals/tags

Proof of purchase

Order-confirmation email or receipt

Non-returnable items

Custom/personalised goods; hygiene-sensitive items once opened (e.g. unsealed replacement filters)

 

 

 

6. How to Start a Return

 

 

  1. Email contact@hwaterbottle.co.uk with your order number, reason for return, and (if applicable) photos of any defect/damage.

  2. Authorisation – we respond within 24 hours (Mon–Fri) with an RMA number and, if relevant, a prepaid label.

  3. Pack & Ship – place the item and all materials in a secure box, attach the label (or choose any tracked carrier), and include the RMA form.

  4. Send Tracking – email us the tracking number to speed up processing.

 

 

 

 

7. Refunds

 

 

  • Inspection: within 7 business days of our warehouse receiving the return.

  • Processing: refund issued to the original payment method within 10 business days of approval (bank posting times may vary).

  • Confirmation: you’ll receive an email once the refund is complete.

    If a credit does not appear after the stated period, contact your bank/card issuer first, then email us for assistance.

 

 

 

 

8. Exchanges

 


We replace items that arrive faulty, damaged or incorrect at no cost. Contact us as soon as you notice any issue (ideally within 48 hours of delivery) so we can arrange a prepaid return label and dispatch a replacement.

For size/colour changes, please initiate a standard return and place a new order for the desired item.

 

 

 

9. Lost or Delayed Packages

 


If your parcel has not arrived within the carrier’s estimated timeframe, notify us and we will open an investigation and keep you updated until resolution.

 

 

 

10. Timeline Summary

 

Step

Timing

Initiate return

Within 60 days of delivery

Ship item back

Within 7 days of RMA approval

Inspection

7 business days after arrival

Refund issued

Within 10 business days of approval

 

 

 

11. Your Statutory Rights

 


Nothing in this policy affects your legal rights under the UK Consumer Contracts Regulations or equivalent EU/US/CA consumer-protection laws.

 

 

Hydro Water Bottle may amend this policy at any time. Changes will be published on this page with an updated revision date.