Refund policy

Returns & Refunds Policy

At Hydrava, we want you to be completely satisfied with your purchase. This policy explains your legal rights as a consumer in the United Kingdom and the additional voluntary rights we offer. If you are not satisfied with your order, we are here to help.

This Returns & Refunds Policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your Statutory Right to Cancel (14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days without giving any reason. This is known as your statutory right of withdrawal.

When the 14-Day Cancellation Period Starts and Ends

The 14-day cancellation period begins:

  • On the day after you (or a third party you nominate, other than the carrier) receive the goods, if you ordered a single item;
  • On the day after you (or your nominated third party) receive the last item, if you ordered multiple items delivered separately;
  • On the day after you (or your nominated third party) receive the last instalment or part, if the goods are delivered in multiple instalments or parts.

The 14-day period expires at the end of the 14th day after the day on which you acquired (or your nominated third party acquired) physical possession of the goods.

How to Exercise Your Right to Cancel

To cancel your order within the 14-day statutory period, you must inform us of your decision in a clear statement. You may use any method to notify us, including:

  • Email: contact@Hydrava.shop
  • Telephone: +447931081959
  • Post: Hydrava, 565 Manchester Road, Manchester M27 9QL, United Kingdom

You may use the model cancellation form provided at the end of this policy, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the 14-day cancellation period has expired.

Returning the Goods After Cancellation

If you cancel your contract under the statutory 14-day right, you must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us.

The deadline is met if you send back the goods before the period of 14 days has expired.

Return shipping costs are the responsibility of the customer when exercising the statutory right to cancel, unless the item is faulty, not as described, or we made an error in your order.

Condition of Returned Goods

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you may handle the goods as you would in a shop, but you must not use them. Goods must be returned:

  • Unused and in the same condition in which you received them;
  • In their original packaging, with all labels, tags and protective materials intact;
  • Complete with all accessories, instructions and documentation.

We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.

Refunds Under the Statutory Right to Cancel

If you cancel your contract within the statutory 14-day period, we will reimburse all payments received from you. Because standard delivery to addresses within the United Kingdom is free of charge, there are no delivery costs to refund. If you chose an expedited or special delivery service for which a supplementary charge applied, we will not refund that additional cost.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day on which we receive back from you any goods supplied; or
  • If earlier, 14 days after the day you provide evidence that you have returned the goods.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Our Voluntary 30-Day Return Policy

In addition to your statutory rights, Hydrava offers a voluntary 30-day return window from the date you received your item. This is a goodwill extension beyond the legal 14-day cancellation period and is subject to the conditions set out below.

Eligibility for a Voluntary Return

To be eligible for a return under our 30-day voluntary policy:

  • You must contact us within 30 days from the date of delivery;
  • Your item must be unused, in the same condition you received it, and in its original packaging;
  • All labels, tags, protective materials, accessories, instructions and documentation must be included;
  • You must provide your order number and the reason for the return.

How to Start a Voluntary Return

To initiate a return under our 30-day policy, please contact us at contact@Hydrava.shop with your order number and the reason for your return. We will provide return instructions within 1–2 business days.

Return Shipping Costs for Voluntary Returns

Return shipping costs under our voluntary 30-day policy are the responsibility of the customer, unless the item is faulty, not as described, or we made an error in your order.

Refunds Under the Voluntary 30-Day Policy

Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 14 days of our receipt and approval of the returned goods. Please note that it may take additional time for your bank or card issuer to process and post the refund to your account.

Because standard delivery within the United Kingdom is free of charge, there are no delivery costs to refund. Any supplementary costs you elected to pay for expedited or special delivery will not be refunded.

Exceptions to the Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to certain types of goods. You do not have a right to cancel a contract for:

  • Goods that are made to your specifications or clearly personalised;
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items;
  • Sealed audio or sealed video recordings or sealed computer software, once unsealed after delivery;
  • The supply of newspapers, periodicals or magazines;
  • Goods that can deteriorate or expire rapidly.

If your order includes any of these types of goods, we will inform you before you complete your purchase. These exceptions apply to both the statutory 14-day right and our voluntary 30-day policy.

Faulty, Damaged or Incorrect Items: Your Rights Under the Consumer Rights Act 2015

Your statutory rights under the Consumer Rights Act 2015 are not affected by this returns policy. Under the Act, goods must be as described, fit for purpose and of satisfactory quality. If the goods you receive are faulty, damaged, or materially different from what you ordered, you have additional legal rights.

Short-Term Right to Reject (30 Days)

You have a legal right to reject goods that are faulty or not as described within 30 days of delivery. If you exercise this right within 30 days, you are entitled to a full refund, including any delivery charges you paid (whether standard or expedited).

Repair or Replacement

After the initial 30-day period, if a fault develops that was present at the time of delivery (or results from materials, workmanship or design), you are entitled to have the goods repaired or replaced. If a repair or replacement is not possible, or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a full or partial refund.

How to Report a Faulty, Damaged or Incorrect Item

If you believe your item is faulty, damaged in transit, or not as described, please contact us as soon as possible:

  • Email: contact@Hydrava.shop
  • Telephone: +447931081959

Please provide your order number, a description of the problem, and photographs if possible. We will investigate the issue and provide instructions on how to proceed.

In cases where goods are faulty, damaged or incorrect, we will cover the cost of return shipping. You will not be asked to pay to return the goods in these circumstances.

Step-by-Step Return Process

To return an item to Hydrava, please follow these steps:

Step 1: Contact Us

Email us at contact@Hydrava.shop or call +447931081959 with the following information:

  • Your order number;
  • The item(s) you wish to return;
  • The reason for the return (e.g. exercising your statutory right to cancel, voluntary return, faulty item, incorrect item);
  • Whether you would like a refund, repair or replacement (if applicable).

We will respond within 1–2 business days with return instructions and, if applicable, a return authorisation or reference number.

Step 2: Prepare Your Return

Pack the item securely in its original packaging, if possible, including all accessories, instructions, labels and tags. If the original packaging is not available, use suitable protective packaging to prevent damage in transit.

Include a note with your order number and contact details inside the parcel.

Step 3: Send the Return

Send the item to the following address:

Hydrava
565 Manchester Road
Manchester M27 9QL
United Kingdom

We recommend using a tracked postal service and retaining proof of postage. Hydrava cannot be held responsible for items lost or damaged in transit unless we have agreed to cover the return shipping cost (e.g. for faulty or incorrect items).

If we are covering the return cost, we will provide you with a prepaid return label or reimburse your postage costs upon receipt of proof of postage.

Step 4: Inspection and Refund

Once we receive your return, we will inspect the item within 2–3 business days. We will notify you by email whether your return has been approved.

If approved, your refund will be processed to your original method of payment within 14 days of our receipt and approval of the goods. Depending on your payment provider, it may take additional time for the refund to appear in your account.

Contact Information for Returns and Cancellations

If you have any questions or wish to exercise your right to cancel or return goods, please contact us using the details below:

Hydrava
565 Manchester Road
Manchester M27 9QL
United Kingdom

Email: contact@Hydrava.shop
Telephone: +447931081959

Model Cancellation Form

To exercise your statutory right to cancel, you may use the form below. Completion of this form is not obligatory; you may notify us of your cancellation by any clear statement (email, letter or telephone call).

Model Cancellation Form

To: Hydrava, 565 Manchester Road, Manchester M27 9QL, United Kingdom
Email: contact@Hydrava.shop
Telephone: +447931081959

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the sale of the following goods [*]:

Ordered on [*] / Received on [*]:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes in our practices or for legal, operational or regulatory reasons. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes your acceptance of the updated policy.

Data Protection and Privacy

When you exercise your right to cancel or request a return, we will process your personal data (such as your name, contact details, order history and payment information) in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details of how we collect, use and protect your personal data, please see our Privacy Policy.

Governing Law and Jurisdiction

This Returns & Refunds Policy and any disputes arising from it are governed by the laws of England and Wales. You may bring legal proceedings in respect of these terms in the English courts. If you live in Scotland, you may bring legal proceedings in respect of these terms in either the Scottish or the English courts. If you live in Northern Ireland, you may bring legal proceedings in respect of these terms in either the Northern Irish or the English courts. Nothing in this policy affects your statutory rights as a consumer.