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.

We endeavour to pick, pack and ship your item(s) on the same day it's received for next day delivery (subject to stock availability).

However, the closer to 2pm the order is placed, depending on how busy our mail order department is, it may mean your item will not be dispatched until the following day, so please allow up to 1-3 working days for dispatch.

Rule of thumb, the earlier an order is placed, the greater the chance it'll be delivered the next day.

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 occur, rest assured, we will conduct suitable 'retraining' for the picker/packer!

Overseas Shipping

Yep - our UK taxes will be removed, and either a shipping cost will be added at checkout or a request for you to contact us. Note, we may need to contact you should the shipping cost is vastly more than the calculated shipment cost. Expect to pay local import taxes before receipt.

Please bear in mind European shipments have been taking longer due to customs checks due to Brexit but have got a lot better - a UPS shipment to France took less than 24 hours! [as at 4th Aug 2021].

However, shipments to Spain are a significant pain in the a**..not sure what's going on, but there appears to be confusion between carriers and Spanish customs. Try at your peril...can not stress this enough.

We'll 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 cannot be held accountable for any shipping charges where your local restrictions will not accept our goods and are sent back to us - we won't be held responsible for goods being returned, and the cost will be deducted from the total value if this was to occur to cover our costs. So in short, if your stuff gets returned to us for ANY reason, we will refund, but you'll lose your shipping cost, and the cost incurred to return it to us. No ifs, no buts, no coconuts.

To be absolutely crystal clear, shipping to Europe is mostly a roll of the dice; sometimes it slides through easy with zero issues...and then there are the other times.

We can't lie; Brexit has been a major PITA. Major. Delivery times to europe is a lucky dip!

We've seeen delivery times up to 2 months and on rare occasions returned to us! This is however getting better as everyone gets familiar with the brexit rules/regulatoins. The delay will be on your side at customs; sometimes they let it slide straight through, and other times they will want more information from you.

Shipments to Spain are probably the most ...turbulent. If you have a friend who works in customs, it will help considerably!

Shipments outside of Europe, are fine. In fact, shipments to USA are 2-3 days!

We cannot be held accountable for any delays, or shipping charges where your local restrictions will not accept our goods and are sent back to us - we won't be held responsible for goods being returned and the cost will be deducted from the total value if this was to occur to cover our costs.

Before you make a purchase, please bear all of this this in mind.

Returns

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

Just email us first info@thehydrobros.com or call us 020 8686 9643.

- 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.

- If returning faulty goods, they must be returned in full - a replacement, if needed, will be a like for like swap.

- 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.

Contact us first! Call or email.

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.

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

** Important Things to Note **

When you receive delivery, please check the following:

1) 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).

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. In the event that one or more of the items on your order does not operate as expected, simply contact us and we can discuss the matter to try to resolve matters or advise you to return the item(s) under warranty.

3) In the unlikely event that there are any errors on your order, let us know within 5 days so that we can correct matters for you. We will usually need you to return the items within 10 days of receiving them so that we can send out the correct item(s). Do not open or use any item sent to you in error and take care not to cause any damage to the product or packaging.

4) If you wish to return any unwanted items, you can return them to us for a refund provided you have had the items for 14 working days or less (not including weekends or bank holidays) after the day on which you have received them. Please call or email us to let us know and then return the item(s) to us unopened (packaging and/or seals intact) and in re-sellable condition (packaging undamaged) within 14 working days after the day of receiving them. We cannot accept back any items that have been opened, used or have damaged packaging. We will refund the cost of the goods less any delivery costs incurred by us.

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 .

Other

We only give good customer service - it's what we would expect and 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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