7. Return Policy
7.1 All returns must be returned unopened and packed in their original packaging. We reserve the right to only accept and process items returned packaged safely and securely. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.
7.2 We must be informed of your intention to return items under all circumstances. Do this by contacting us by email or telephone and quoting the order number supplied to you so that we may issue a returns number to you. No items will be accepted for return unless a returns number has been issued by Hydra International Ltd. We do not accept returns of opened products.
7.3 Proof of postage/delivery is required in all circumstances in relation to returned item disputes.
7.4 It is your responsibility to ensure that a) you obtain proof of postage for each individually returned item b) you package the items securely c) all return postal fees are paid. Failure to do so may result in our inability to process your return.
7.5 All returns must be sent to Hydra International Ltd, Returns Department, Unit 8, Carters Lane, Kiln Farm, Milton Keynes MK11 3ER, UK.
7.6 Items Damaged in Transit
a) If any items have been damaged in transit we ask that you report it to us immediately upon receipt of the goods.
b) We may ask for photographic evidence so we can take it up with the courier.
c) We will issue a replacement item or refund the full value of your item damaged via your original method of payment.
7.7 Items Faulty on Arrival
a) If your items turn out to be faulty on arrival then we also ask that you let us know immediately via our contact form, email or customer service hotline.
b) Items should be returned in their original packaging with any accompanying documentation or accessories.
c) If we can verify the fault at our end then we will issue a replacement or credit the cost of the goods.
d) We can also issue a full refund if you wish and your payment will be returned via your original payment method.
e) We will analyze return goods and if they prove not faulty then we will return the item to you and you will be liable for the return transit costs.
7.8 Wrong Item Received / Item Not Received
a) If your delivery is incorrect for any reason i.e. an item has been missed from your order or you have received the wrong item then we will automatically replace or refund your item at your request.
b) If you require a refund then you must inform us immediately and not open any of the packets themselves.
c) We will then ask you to return the goods and upon arrival at our office, we will refund you via your original payment method.
d) If you have not received an item we will send this out the very next day working day with free delivery.
7.9 If You Change Your Mind from Receipt of Goods (Remorse Returns)
Right of Cancellation (Distance and Off-Premises Contracts only)
Instructions for Cancellation
You have the right to cancel the contract of purchase within 14 days for unwanted goods and 30 days for faulty/damaged goods without giving any reason if the contract was concluded by way of distance (e.g. online or telephone) or off-premises (e.g. at the place of work). The cancellation period will expire after 14 days for unwanted goods and 30 days for faulty/damaged goods from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform Customer Services at Hydra International Ltd, 8 Carters Lane, Kiln Farm, Milton Keynes MK11 3ER (Tel: 01908 265889) (email:firstname.lastname@example.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation:
If you cancel this contract we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:-
a) 14 days after the day we receive back from you any goods supplied or
b) (if earlier) 14 days after the day you provide evidence that you have returned goods; or
c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You shall send back the goods or hand them over to us at our head office Hydra International Ltd, 8 Carters Lane, Kiln Farm, Milton Keynes MK11 3ER. without undue delay and in any event not later than 14 days for unwanted goods and 30 days for faulty/damaged goods from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days for unwanted goods and 30 days for faulty/damaged goods has expired.
You will have to bear the direct cost of returning the goods.
If you requested to begin the performance of the services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated your cancellation from this contract, in comparison with the full coverage of the contract.
7.10 Items Faulty under Warranty
a) Products that carry a manufacturer's guarantee if faulty must be returned together with a copy of the original invoice.
b) Items subject to irreparable operating faults will (dependent on circumstances) be repaired, replaced or a refund issued at our discretion, subject to valid warranty and postage costs
c) All products still in guarantee will be tested upon return. For presumed faulty goods, if after testing your product is found to be non-faulty, a charge of £17 will be payable to cover collection and redelivery before your goods can be returned.
d) Any warranty offered will cover chemical products and equipment faulty parts and mechanical operations only.
e) Any warranty offered will not cover accidental damage, general wear, and tear, or consequential loss.
f) We reserve the right to credit the cost of the goods, instead of issuing a replacement.
g) If your product is faulty and still under guarantee, please contact our sales office, we will issue a returns number. Depending on your postcode and the weight of goods we will either arrange collection or ask you to return the item by Royal Mail (ensure you use a service that provides proof of delivery). If returned by post we will refund the cost of postage. A receipt for the cost of the return is necessary for us to issue a refund.
7.11 Other Returns
No other return of goods will be accepted.
7.12 Product specifically Excluded for return:-
- Non-standard products including special and systems made for a specific projects.
7.13 All returns will be subject to our scrutiny prior to refunds or exchanges being made.
7.14 Refunds will be processed within 14 calendar days from receiving the item or proof the item has been shipped.
7.15 Your rights to return goods are protected under the Consumer Contracts Regulations.