30 days Return & shipping policy

HydroBead.co — Shipping, Delivery & Returns Policy

Last updated: December 2025

By placing an order on HydroBead.co, the customer (“you”) agrees to the following Shipping, Delivery and Returns Policy. This policy forms part of the Terms and Conditions of Sale.

 

1. Order Processing and Fulfillment

1.1 Processing Times

Orders are typically processed within 24–48 hours. If Priority Processing is selected, orders are processed within 3–12 hours. Processing times exclude weekends and public holidays.

During high-volume periods, including sales events, restocks, or rebranding phases, processing times may be extended.

1.2 Fulfillment and Cancellation

An order may be cancelled only if it has not yet been fulfilled.

Once an order is marked as fulfilled or shipped, it cannot be cancelled for any reason. Carriers do not permit redirection, interception, or cancellation of parcels once they are in transit.

If the order has shipped, the customer must wait to receive the parcel and may request a return in accordance with Section 6 of this policy.

2. Customer Address Responsibility

2.1 Accuracy of Address

The customer is solely responsible for providing a complete and accurate shipping address at checkout.

2.2 Address Changes

Address changes are only possible before the order has been processed or fulfilled.

After fulfillment or dispatch, it is not possible to modify the address, reroute the parcel, or request carrier intervention.

2.3 Consequences of Address Errors

If the address provided is incorrect, incomplete, or undeliverable:

  • The shipment cannot be refunded or replaced.
  • Shipping insurance (if purchased) does not cover address errors.
  • A new order must be placed by the customer if the parcel is delivered to the wrong address or returned to an unknown location.

HydroBead.co bears no liability for address-related delivery issues.

3. Shipping Origin

All orders are dispatched from our international warehouse located in China.

4. Shipping Options: Standard vs. Insured Shipping

4.1 Insured Shipping

If the customer selects Insured Shipping at checkout, HydroBead.co will provide support for lost-package claims and may replace the parcel if the courier confirms loss, destruction, or non-delivery not caused by customer error.

4.2 Standard Shipping

If Standard Shipping is selected, the customer assumes all risks associated with international delivery.

HydroBead.co does not provide refunds or replacements for parcels that are:

  • Lost in transit
  • Stolen
  • Delayed
  • Untraceable
  • Returned due to unpaid duties or customer inaction
  • Blocked, held, rejected, or destroyed at customs
  • Sent to an incorrect or incomplete address entered by the customer
  • Marked as “Delivered” by the courier

No exceptions will be made for parcels shipped under Standard Shipping.

5. Shipping Times

Estimated delivery windows begin after dispatch:

  • United Kingdom / European Union: 4–10 business days
  • United States / Canada: 5–12 business days
  • Australia / New Zealand: 7–14 business days
  • Rest of World: 7–15 business days

These timeframes are estimates only and may vary due to customs processing, weather conditions, logistics delays, and peak-season congestion.

A parcel is not considered delayed and does not qualify for review unless 40 days have passed since the dispatch date.

6. Courier Selection

The courier shown at checkout is indicative only.

HydroBead.co reserves the right to ship orders using any available courier service based on operational capacity, route efficiency, customs requirements, and delivery speed.

The use of a different courier than the one displayed at checkout does not constitute grounds for cancellation, refund, or dispute.

7. Tracking Information

Customers receive a tracking link upon dispatch.

7.1 Tracking Limitations

Tracking information:

  • May not update in real time
  • May display delays in geographical scans
  • May not reflect the exact current location of the parcel, depending on carrier technology and system syncing

Tracking information is provided as an approximate indication only and does not constitute proof of non-delivery unless verified by the carrier.

8. Orders Marked as Delivered

If the carrier marks a parcel as “Delivered”, the order is deemed fulfilled.

HydroBead.co is not responsible for parcels that are:

  • Stolen after delivery
  • Delivered to parcel lockers, neighbours, mailrooms, or safe-drop areas
  • Misdelivered due to customer-provided address errors

Refunds or replacements will not be issued for orders marked delivered.

A courier investigation may be opened at HydroBead.co’s discretion, but outcomes cannot be guaranteed.

9. Delivery Delays

A delivery delay does not qualify the customer for a refund unless the parcel remains in transit for more than 40 days after the dispatch date.

Before 40 days, the parcel is considered to be within standard international transit variation.

10. Returns and Refunds

HydroBead.co offers a 30-day return period beginning on the date the order is delivered.

10.1 Eligibility for Return

To qualify for a return:

  • The product must be unused, unopened, and in its original packaging
  • A receipt or proof of purchase is required
  • The customer is responsible for return shipping costs
  • The return must be authorised in advance

Unauthorised returns will be refused.

10.2 Inspection

Returned items are inspected upon arrival. A refund will be issued only if the product meets all return criteria.

Shipping fees and Priority Processing fees are non-refundable.

10.3 Evidence Requirement

For claims relating to damage, incorrect items, missing items, or dissatisfaction, the customer must provide clear photographic or video evidence.

HydroBead.co reserves the right to approve or deny refund claims based on evidence provided.

11. Non-Returnable and Non-Refundable Items

The following items are not eligible for return or refund:

  • Used or opened products
  • Sale items, discounted products, promotional bundles, and multi-packs
  • Items not in their original packaging
  • Items returned without prior authorisation
  • Items damaged due to misuse
  • Orders with incorrect or incomplete addresses
  • Orders lost, delayed, or blocked under Standard Shipping
  • Orders marked as “Delivered” by the courier
  • Gift cards

12. Exchanges

HydroBead.co replaces defective or incorrect items at no additional cost once the issue has been verified with objective evidence.

For changes of mind, customers must request a return in accordance with Section 10.

13. European Union Right of Withdrawal

Customers in the European Union may cancel their order within 14 days of delivery.

To qualify, the item must be unused, unopened, and in its original packaging.

Return shipping costs are borne by the customer. Refunds are issued only after the returned item is received and inspected.

14. Refund Processing Time

Approved refunds may take 3–15 business days to appear on the customer’s original payment method, depending on the bank or payment provider.

Refunds will not be issued in any circumstance where the parcel:

  • Is within the 40-day transit window
  • Was shipped under Standard Shipping and lost, delayed, or blocked
  • Was delivered to the address provided at checkout
  • Cannot be delivered due to customer address error

15. Contact

For any questions or support regarding orders, returns, or shipping, customers must contact HydroBead.co via the contact form available on the website.

Typical response time is 24–48 hours.