Refund policy

Refund & Returns Policy

Last updated: June 2026

Overview

We want you to be completely satisfied with your purchase. If for any reason you are not happy, we offer a straightforward returns process in accordance with your statutory rights.

1. Return Window

You may return most items within 30 days of delivery. Items must be returned in their original, unused condition and packaging.

2. Statutory Rights by Region

  • UK: You have a legal right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013, without giving any reason.
  • Australia: Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair for faulty, unsafe, or significantly different products.
  • New Zealand: The Consumer Guarantees Act 1993 provides you with guarantees regarding quality, fitness for purpose, and acceptable condition.
  • Canada: You have rights under applicable provincial consumer protection laws.
  • USA: You have rights under applicable state consumer protection laws.

Our 30-day policy is in addition to — and does not limit — any statutory rights you may have.

3. How to Return

  1. Contact us within the return window with your order number and reason for return.
  2. We will provide return instructions and a return address.
  3. Ship the item back in its original packaging. You are responsible for return shipping costs unless the item is faulty or we sent the wrong item.
  4. We recommend using a tracked shipping method.

4. Refund Processing

Once we receive and inspect the returned item, we will process your refund within 14 business days. Refunds are issued to the original payment method. Shipping costs are non-refundable unless the item is faulty.

5. Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 30 days. We will cover return postage and offer a full refund, replacement, or store credit at your choice.

6. Non-Returnable Items

Opened consumable products (e.g., supplements, tablets) cannot be returned for hygiene and safety reasons, unless they are defective or different from what was ordered.

7. Contact

Hydrolabs Group Limited | RM 06, 26TH FLOOR, WORKING VIEW COMMERCIAL BUILDING, 21 YIU WAH STREET, CAUSEWAY BAY, HONG KONG | +852 4743 9766