Refund policy

Thank you for shopping with The Hydro Bros. We hope you're happy with your purchase — but if you've changed your mind, ordered the wrong item, or need to return something, here's how it works.

How long do I have to return something?

You have 14 working days from the day your order is delivered to request a return. All returns must meet the following conditions to be accepted.

What are the return conditions?

To be eligible for a return:

  • The item must be unopened, unused, and in original condition

  • All packaging must be intact, including outer boxes and security seals

  • The product must be returned in “box-fresh” condition — clean, untorn, and free from tape, labels, or writing

  • Faulty items must be returned in full for inspection

  • Returns are only accepted from end consumers, not businesses purchasing for resale

  • Returns must be authorised by us before sending anything back — contact info@thehydrobros.com

Who pays for return shipping?

If the item is not faulty, you are responsible for the return shipping costs.
We recommend using a tracked and insured service — the item remains your responsibility until it arrives back with us.

What if I reject the delivery or miss it?

If you refuse delivery or fail to collect your parcel and it gets returned to us, you'll be refunded minus:

  • A £20 return fee (or £60 if shipped via pallet)

  • The original delivery cost

  • A 15% restocking and handling fee

Please monitor your tracking and respond to courier instructions to avoid unnecessary charges.

Will I get a full refund?

If your return is accepted, we’ll issue a refund minus:

  • The original delivery cost (even if not listed separately at checkout)

  • A 15% restocking and handling fee

These fees help cover the cost of inspection, repackaging, and processing — returns aren’t free to manage, and this keeps pricing fair for all customers.

Why do you charge a restocking fee?

Hydroponic gear often requires careful inspection, cleaning, and handling to be resold safely. The 15% restocking fee helps cover these operational costs and allows us to continue offering competitive prices across the board.

What if my item is faulty?

If you believe an item is faulty, contact us first with photos/videos to verify the issue. If confirmed, we'll guide you through the return process and offer a like-for-like replacement.

If the item is returned and found to be fully functional, the return will be treated as a standard one — and all standard fees will apply (delivery + 15%).

What happens if I return something in poor condition?

If the item is:

  • Used,

  • Damaged,

  • Missing parts, or

  • Returned with torn, marked, or taped-up packaging,

We reserve the right to refuse the refund entirely.

You’ll then have two options:

  • Arrange return shipping at your own cost

  • Leave the item with us — if unclaimed after 28 days, we will responsibly dispose of it