Refund policy

Title

Last updated: June 2025

1. Returns Policy

2. Eligibility for Returns & Exchanges

3. Tap Compatibility & Exchanges

4. How to Request a Return/ Shipping

5. Refunds & Exchanges

6. Damanged/ Defect Items

1. returns

At Hydranation, we want you to be completely satisfied with your purchase. We offer returns under the following conditions only.

CHANGES TO THIS RETURN POLICY

Hydranation reserves the right to update this policy at any time. Any changes will be posted on our website with an updated effective date.

By placing an order with Hydranation, you agree to the terms outlined in this policy.

2. eligibility for returns and exchanges
part 1

You may request a return or exchange within 30 days of receiving your order.

To be eligible, item(s) must be unused, unopened, and in the same condition as when received — including original packaging. - Please see part 2 below.

Opened, used, or tampered items are not eligible for return or refund under any circumstance due to hygiene and product fragility.

3. tap compatibility & installation support part 2

Our filter is compatible with most standard taps and includes multiple adaptors.

Please check your tap style and measurements before ordering.

If unsure, contact us at hello@hydranation.com.au
— we’re happy to assist you in confirming compatibility.

If your filter doesn’t fit, do not open or use the product. Contact us first
— we can usually resolve fit issues with a simple adaptor or setup guidance.

Refunds due to tap incompatibility are only considered after all troubleshooting has been explored, and only if the item is completely unused.

4. how to request a return & shipping

To initiate a return or exchange, please:

a. Email hello@hydranation.com.au with your order number and reason for return including a photo of your kitchen tap/faucet if there is an installation issue.
b. Our team will advise next steps and troubleshooting if applicable.
c. If your request is approved, we’ll provide return instructions and shipping address.
d. d. By submitting a return request, you consent to the use of your personal information (such as name, email, and order number) to process the request, in line with our Privacy Policy and Australian Consumer Law obligations.

RETURN SHIPPING

Customers are responsible for return shipping costs unless the return is due to a mistake on our part or a confirmed defective item.

We recommend using a trackable service to ensure safe delivery.

If a return is authorised, you’ll receive the correct return address.

Customers are responsible for the cost of return shipping unless the return is due to a mistake on our part or a defective item. We recommend using a trackable shipping method, as lost return shipments are the customer’s responsibility.

5. refunds & exchanges

Refunds are issued to the original payment method once returned items are received and inspected.

Please allow 5-10 business days after item receipt for processing.

Shipping costs are non-refundable unless the return is due to a confirmed error or product defect.

EXCHANGES

If you're requesting an exchange, we’ll ship the replacement once we’ve received and inspected the returned item(s).

If the requested item is out of stock, and pre-order exceeds more than 10 business days, we will refund the original purchase price.

6. damaged or defective items

All filters are checked and carefully packaged prior to shipping.

If your item arrives damaged, it is the customer’s responsibility to lodge a breakage report with Australia Post. We are aware this is unique, however this. is breakage policy with Auspost.

We’re happy to support you in this process, but the claim must be lodged by the recipient.

Contact hello@hydranation.com.au within 14 days of delivery with photos and order details, and we’ll guide you from there.

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