UK Shipping

Delivery charges to the UK mainland are:
- Free on orders £50 and over!
- £8.99 on orders under £50

Heavy item surcharge (typically 50-litre bags of soil) of £5 will apply per item at checkout regardless of your basket value.

If the size and/or weight exceeds what our courier allows, they will be shipped on a pallet.

Unfortunately, this means an additional charge will be incurred. These carry a charge of £30 to your basket for the first item in your basket and £20 for subsequent ones.

For the Scottish Highlands and Islands, Northern Ireland, Isle of Wight, Channel Islands, Scilly Isles and Isle of Man, there is a standing charge of £20 (plus any additional heavy item surchages calculated at checkout)

More often than not, we get orders out the same day that you order. We send eveyrthing out as a next working day DPD delivery as standard subject to stock availability.

Any parcels we dispatch on Friday by DPD will get to you Monday...but for wahtever reason, we are seeing them deliver these on a Saturday! If you specficially need a Saturday delivey guarenteed, call us in the shop and we'll sort something out with you.

If your order is urgent, please contact us first to check stock availability 020 8686 9643.

We use plain packaging or security wrap everything to ensure light fingered couriers don't get any ideas.

We use all major carriers and local courier partners, but DPD and UPS are our primary providers.

In the highly unlikely event of this, contact us, and we'll get it sorted asap.

However, should this unlikely event occur, believe that we will and be assured, we will conduct suitable... "retraining" for the picker/packer!

Overseas Shipping

Yes! We ship anywhere and everywhere...you just got to pay the delivery.

Our UK taxes will be removed. Expect to pay local import duty and taxes before receipt. 

If you would like an estimate as to what your duties/clearance costs may be, please contact your local customs office directly. However as a broad estimate, you can assume 20%..but that's just our guess. Contact your local office.

Our shipping algorithm isn't quite yet there yet, but for most European countries, the starting cost will be £25.

If the shipping cost is wildly more, we will contact you with a final total which you can either pay, or request a refund. No stress if you want to refund; we totally get it. We are actively trying to sort out our shipping algorithm so it's way more accurate. 

If you prefer, just ping us a mail at info@thehydrobros.com with your order and we'll give you a quote with the final shipping cost.  Or put through the order and select to pay by bank deposit, that way we will get the order come through and we'll review and contact you with a final quote.

Since Brexit, sending stuff abroad can be a roll of the dice. Sometimes it's fast AF (like 2 days!) and sometimes..painfully slow.  In particular, shipments to Spain seem to be a particular pain in the ass...not sure what's going on.  Try at your peril...can not stress this enough.

Just understand we send things off in good faith, so if shit gets delayed, we will of course always, always support and chase up the courier...but don't give us shit like it's our fault!

In summary, we'll always do our very best to get your goods to you as soon as we can, but please bear this in mind before purchasing as these issues are completely and utterly out of our hands.

We send all orders with the relevant paperwork depending on the country of receipt.

Please be aware: it is your responsibility to ensure that the product you are ordering will be accepted by customs.

We hold no responsibility should a product be rejected and returned back to us.

If we receive the items back, we will refund you the cost of the goods, minus the original shipping fee, minus the return shipping fee incurred (as they will charge us!!) minus a £50 admin/restocking fee.

If it gets lost or destroyed, you don't get anything back

When you buy from our website from a country outside UK you will see all prices excluding VAT.

You pay VAT and/or duties locally at a rate depending on the country of destination. You will be invoiced for this amount by the carrier upon receipt.

Quite simply; no money, no honey. 🍯

If you don't pay the VAT/Duties requested by our courier, your parcel will be held and destroyed. VAT/Duties are to be paid by yourself, the recipient, and we are under no obligation to issue you with a refund if this amount is not paid.  If they DO return it to us - once we have received the items back - we will refund you the cost of the goods, minus the original shipping fee, minus the return shipping fee incurred (as they will charge us!!) minus £50 admin/restocking fee.

If you would like an estimate as to what your duties/clearance costs may be, please contact your local customs office directly. However as a broad estimate, you can assume 20%..but that's just our guess. Contact your local office.

Klarna

Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA.

Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only.

Subject to status. T&Cs apply.

klarna.com/uk/terms-and-conditions

Returns

We offer a 14 day return policy if you have bought the wrong thing / no longer need it. We know it happens!!

Just fill out the contact form here at our Returns Centre.

For faulty items, scroll down to that section for more details.

- You have had the items for 14 working days or less (not including weekends or bank holidays) after the day on which you receive the goods from The Hydro Bros.

- The items are in their original condition and unopened ready for resale by The Hydro Bros.

- The purchaser is not a business or company that has bought the goods with the intention of re-selling to a third party

In short, if the product is as immaculate as you received it, we can accept a return. If you've ripped the box/used it, we can't.

For faulty items, scroll down to that section for more details.

Contact us first via our Returns Centre

To return your product/s send it to: TH BROS LTD, Returns Department, Unit 12 Progress Business Park, Progress Way, Croydon, CR04XD, UK.

- Please include your order number in the parcel to speed up the returns procedure. We are unable to cover return postage costs.

- If you are approved for a refund, you will be refunded for the item value excluding the shipping cost paid when the order was placed.

- If you are returning a high value item, we highly recommend using a trackable service - we can not cannot guarantee or be held responsible if your item is not received in time; your item must be unused and in its original condition and packaging.

- Ensure the return is package safely and securely; we are can not be held responsible for damage to products in transit back to us, and would be unable to issue refunds on returns that are damaged in transit.

** We cannot accept back any items that have been opened, used or have damaged packaging *

Once we receive the goods back and have inspected them, we will email you to let you know the outcome.

We are unable to accept sale items. Second hand items are pick up only (sold as seen) or online at your own risk.

If any of your shit goes wrong, and it's within a manufacture warranty period - let us know!

We want to know if our suppliers are giving us duff gear so we can in turn let them know!

Process in a nutshell:

1. Call us first - we will do an over the phone diagnosis

2. Complete the form on our Return Centre and follow the steps - you'll just need your order number.

3. You will need to send it back to us

4. We will get it inspected and if confirmed it's broken we will arrange a replacement or refund of the item and of your postage (we will need proof of postage showing the amount)

** Important Things to Note **

When you receive delivery, please check the following:

Check and test all the goods in your order and notify us within 5 days of any item that has been damaged in transit.

We will require that these items are returned to us within 10 days of you receiving them so that we can scrutinise them and make any necessary claim with the courier.

2) In particular, open, check and test all electrical/electronic items and any lamps that you have ordered and notify us within 5 days of receiving them if they are faulty or damaged in transit. This applies to ALL lamps including HPS (High Pressure Sodium), MH (Metal Halide), all types of Fluorescent lamps (CFLs and tubes) and any product containing these items (such as light kits and propagation/veg lights).

3. If you find that any item(s) on your order do not operate as expected, DO NOT tamper with or otherwise try to repair it yourself as this will invalidate your warranty and will probably render you liable for repair costs.

Faulty Items

If any of your shit goes wrong, and it's within a manufacture warranty period - let us know!

We want to know if our suppliers are giving us duff gear so we can in turn let them know!

Process in a nutshell:

1. Call us first - we will do an over the phone diagnosis

2. Complete the form on our Return Centre and follow the steps - you'll just need your order number.

3. You will need to send it back to us

4. We will get it inspected and if confirmed it's broken we will arrange a replacement or refund of the item and of your postage (we will need proof of postage showing the amount)

** Important Things to Note **

When you receive delivery, please check the following:

Check and test all the goods in your order and notify us within 5 days of any item that has been damaged in transit.

We will require that these items are returned to us within 10 days of you receiving them so that we can scrutinise them and make any necessary claim with the courier.

2) In particular, open, check and test all electrical/electronic items and any lamps that you have ordered and notify us within 5 days of receiving them if they are faulty or damaged in transit. This applies to ALL lamps including HPS (High Pressure Sodium), MH (Metal Halide), all types of Fluorescent lamps (CFLs and tubes) and any product containing these items (such as light kits and propagation/veg lights).

3. If you find that any item(s) on your order do not operate as expected, DO NOT tamper with or otherwise try to repair it yourself as this will invalidate your warranty and will probably render you liable for repair costs.

Price Matching

Yep! We work closely with our suppliers and direct with manufacturers to give the best prices. However, if you do find a better price, we will match it and beat it!

The small print - well, mostly common sense but we got to call it out.

1. The product has to be the exact same e.g. the same model / version

2. The product must be in stock at the competitors store

3. We must be able to verify the quote via the website or a call

4. The product can not be part of a clearance / discontinued sale. Normal sales are fine.

5. We can not match web only retailers, e.g.  eBay or Amazon. We got way more bills to cover!! :(

6. We are not matching obvious typos competitors’ websites, or if the price is being flogged for peanuts as we need to respect relations with our suppliers.

7. Finally, all price matching is done under our own discretion, but if we can beat it, we will.

Just contact us on our instagam page, or email info@thehydrobros.com or call us in the store on 020 8686 9643 . We don't bite :)

Hydro Bros Loyalty Scheme (The Hydro Bros Club House)

To sign up to the Hydro Bros Club House Loyalty Scheme you'll need to create an account through our website by clicking on the widget at the bottom right-hand side of our homepage.

By signing up to our loyalty scheme you'll receive Bros Credis (points) on each purchase you make! These Bros Credits can be redeemed in the form of a discount code that can be used on a future purchase.

You'll also be able to take part in member only exclusive competitions and reward events. For example, exchange your points for exclusive merch!

We will also be running regular chances for you to earn double ..or even triple Bros Credits!!

To redeem your Bros Credits , just click on the widget on the bottom right-hand side of the page.

Head over to the section titled ‘Claim your Bros Credits’ and from there you choose how many Bros Credits you would like to redeem and a single use discount code will be generated for you to apply at the checkout.

Nope.

For every £1 spent, you will receive 1 Bros Credit.

We will be running regular double or even triple Bros Credit events!

But off the bat, to earn extra points, you can sign up to our loyalty scheme to instantly get 500 Bros Credits.

Following us on Instagram will also give you an extra 250 Bros Credits

Other

We give good customer service as standard and it's what we would expect - this is the foundation of what we do.

If you got a few mins and want to do us an absolute solid...help bump up our google ranking! Link Below.😃

https://uk.trustpilot.com/review/thehydrobros.com

Seriously though, reviews are a massive massive help. We value any feedback and we're relentless in looking for ways to improve what we do, and how we can better help the green fingered community.

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