Returns & Refunds policy

At HydroKulture, we strive to provide our customers with the highest quality products and excellent customer service. However, we understand that sometimes returns may be necessary.

Return Conditions:

To be eligible for a return, the following conditions must be met:

1. The product must be in its original packaging and in the same condition as when it was received.

2. The product must be returned within 7 days of delivery.

3. A valid reason for the return must be provided (e.g., defective product, incorrect order, etc.).

Order Cancellation and Refund Policy:

If you've ordered the incorrect product or one that doesn't meet your requirements, you can request a refund within 3 working days of receiving your order. Please note that:

- A 15% restocking fee will be applied to the total cost of the returned goods, pending inspection.

- An additional 2.0% fee will be charged if the original payment was made via credit card or third-party payment processor.

Unshipped orders canceled due to customer request (not due to our error) will incur a 5% administration fee, deducted from the refund amount

Return Procedure:

To initiate a return, please follow these steps:

1. Contact our sales team via phone or email to request a return.

2. Provide your order number, reason for return, and any supporting documentation (e.g., photos of defective product).

3. Our customer service team will provide a Return Merchandise Authorization (RMA) number and instructions on how to proceed with the return.

Refunds and Replacements:

Once the returned product is received and inspected, we will:

1. Refund the full purchase price of the product, minus any shipping costs,

2. Replace the product with a new one, if available.

Exceptions:

The following products are not eligible for returns:

1. Custom-ordered or special-order products.

2. Products that have been used or altered in any way.

3. Products that are damaged or defective due to customer negligence or misuse.

Shipping Costs:

The customer is responsible for the cost of shipping the product back to us. We recommend using a trackable shipping method and keeping a record of the tracking number.

However, if you received an incorrect or defective item as a result of our error, we'll pay the return shipping costs (South Africa ONLY) and replace the defective item, or give you a refund based on our investigations.

Changes to this Policy:

We reserve the right to modify or update this Return Policy at any time. Changes will be effective immediately and will apply to all orders received after the date of the change.

Contact Us:

If you have any questions or concerns about our Return Policy, please don't hesitate to contact us:

Phone: +27 (0) 11 394 0155

Email: info@hydrokulture.com

Thank you for shopping with HydroKulture!