Refund policy

Refunds, Returns and Cancellations Policy

Last updated: 28 August 2026

This policy applies to purchases made through hydrohi.co.uk. It is in addition to, and does not limit, your statutory consumer rights.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at hydrohi.shop@gmail.com.

If the order has not been dispatched, we will cancel it and issue a full refund using the original payment method.

If it has already been dispatched, you may return it under the cancellation process below.

Change-of-mind returns

You may cancel an eligible online purchase without giving a reason by notifying us within 14 days of receiving it.

After notifying us, you must return the eligible item within a further 14 days.

To qualify for a change-of-mind return, the product must be:

  • Unused and unopened

  • In its original packaging

  • In a resaleable condition

  • Returned with the tamper-evident product seal fully intact

You may inspect the external packaging as you reasonably would in a shop, but you must not open or remove the tamper-evident seal.

Opened food supplements

HydroHi products are ingestible food supplements.

Where a product is sealed and is not suitable for return due to health-protection or hygiene reasons, the change-of-mind cancellation right ends once the tamper-evident seal has been broken or removed after delivery.

We therefore cannot accept change-of-mind returns of opened or unsealed tubs.

This restriction does not apply where a product is faulty, damaged, unsafe, incorrectly supplied or not as described. Your statutory rights remain unaffected.

How to request a return

Email hydrohi.shop@gmail.com and provide:

  • Your name

  • Your order number

  • The product you wish to return

  • The reason for the return, if it is damaged, faulty or incorrect

We will provide the correct return address and return instructions privately by email.

Please do not send a product to our registered office or to any address displayed elsewhere unless we have specifically instructed you to do so.

Contacting us before sending the product allows us to identify your return and provide the appropriate location. This does not affect your statutory rights.

Please package the item securely and obtain proof of postage.

Return postage

For change-of-mind returns, you are responsible for the direct cost of returning the item.

If the product is faulty, damaged, incorrectly supplied or not as described, HydroHi will cover reasonable return costs or provide a prepaid return method where appropriate.

Refunds

Once an eligible return is received and inspected, we will notify you.

Refunds will be issued to the original payment method without unnecessary delay and no later than 14 days after the earlier of:

  • The date we receive the returned goods; or

  • The date you provide evidence that the goods have been sent back

We may withhold the refund until we receive the goods or receive evidence that they have been returned.

When an entire order is cancelled under your statutory cancellation right, we will also refund the cost of our least expensive standard delivery option.

If you selected express or another enhanced delivery service, the additional amount above the standard delivery cost will not be refunded.

We may make a reasonable deduction if the value of a returned item has been reduced by handling beyond what would reasonably be permitted in a shop.

Your bank or payment provider may require additional time to display the refund after we have processed it.

Faulty, damaged or incorrect products

Goods supplied by HydroHi must be of satisfactory quality, fit for purpose and as described.

Please inspect your order after delivery and contact hydrohi.shop@gmail.com as soon as reasonably possible if:

  • The product is damaged

  • The tamper-evident seal is broken on arrival

  • You received the wrong product

  • The product is faulty, unsafe or not as described

Please include your order number and, where helpful, photographs showing the issue.

Where appropriate, we will offer a replacement, refund or another remedy required by law. We will also cover reasonable return costs.

Consumers may have a legal right to reject goods that do not conform to the contract within 30 days of delivery. Further rights to a repair, replacement, price reduction or refund may apply after that period.

Nothing in this policy limits those rights.

Lost or missing orders

If your order does not arrive within the stated delivery period, contact hydrohi.shop@gmail.com with your order number.

We will investigate the delivery and, where the parcel is confirmed as lost, arrange an appropriate replacement or refund.

How to cancel an order by email

You do not need to use any particular wording. Your message simply needs to clearly state that you wish to cancel.

Please include:

  • Your full name

  • Your order number

  • The product being cancelled

  • The date it was ordered

  • The date it was received, if applicable

Send your cancellation notice to hydrohi.shop@gmail.com.

Contact and company information

HydroHi Ltd
Company number: SC893311
Registered in Scotland
Email: hydrohi.shop@gmail.com

Our registered office and full legal company information are available in the Legal Notice on our website.