Refund policy

 

At The Hydrate Co., customer satisfaction and product quality are our top priorities. We are committed to ensuring your order reaches you in perfect condition. Please review the following policy carefully before placing your order.

 

1. No Refund Policy

Due to the nature of our products, we do not offer refunds on any purchases. This includes but is not limited to personalized or customized items. All sales are considered final.

 

2. Replacement Eligibility

While refunds are not provided, we do offer replacements under the following conditions:

  • The product was damaged during transit or delivery.
  • The damage is clearly documented and supported by an unboxing video.
  • The replacement request is submitted within 3 calendar days from the date of delivery.

Replacements will not be issued for damages resulting from:

  • Improper use or handling after delivery
  • Normal wear and tear
  • Lack of proof (i.e., no unboxing video)

 

3. Proof of Damage – Unboxing Video Requirement

To ensure fairness and authenticity, all replacement claims must be accompanied by a complete and unedited unboxing video that:

  • Clearly shows the shipping label with your name and address
  • Demonstrates the damage upon initial inspection

This video is a mandatory requirement and must be submitted along with your replacement request.


 

4. Replacement Time Frame

Eligible claims must be submitted within 3 days of receiving the product. Requests made after this period will not be accepted under any circumstances.

Once your claim is reviewed and approved, a replacement will be processed and shipped at no additional cost.


 

5. How to Submit a Replacement Request

To initiate a replacement request, please email our support team at hello@hydrate.com with the following information:

  • Full Name
  • Order Number
  • Date of Purchase
  • Unboxing Video (attached or linked)
  • Description of the issue and location of damage

Our team typically responds within 2–3 business days with further instructions or confirmation of replacement eligibility.


Unboxing Video Requirement

To process any claim related to damaged items, missing accessories, or incorrect products, customers must provide a clear unboxing video that shows the package being opened from the original sealed condition. This video is required as evidence to validate the claim and ensure a fast resolution.

 

Personalisation & Alignment Policy


As personalised products are custom-made, minor alignment variations may occur and are considered part of the personalisation process.

Alignment preferences or subjective alignment concerns do not qualify for replacements or refunds.

For alignment-related concerns, we may offer a discount coupon for a future order or a partial credit note, at our discretion.

Please review personalisation details carefully before placing your order, as customised items cannot be returned or exchanged once produced.

 

Need Assistance?

If you have any questions regarding this policy or need help with your order, please don't hesitate to contact us at hello@thehydrateco.com

Thank you for choosing The Hydrate Co!