Below are out most frequent asked questions. Anything not covered, just give us call on 020 8686 9643, or email us info@thehydrobros.com

SHIPPING

DELIVERY COSTS

  • Free on orders over £75, other wise £8.99
  • Heavy item surcharge will still apply (typically 50-litre bags of soil)
  • If the size and/or weight exceeds what our courier allows, they will be shipped on a pallet and a delivery cost £55 will be added.
  • 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 £25 (plus any additional heavy item surchages calculated at checkout

DELIVERY TIME

  • Dispatch time is within 3 days
  • Your orders leave us on a next working day delivery service. Contact us in store if you need a saturday delivery.
  • We are dependent on couriers therefore our shipping times are not guaranteed. Please be aware that shipping delays do occur on rare occasions.
  • If you haven’t received your parcel after this time, please contact the store on 020 8686 9643.
  • If your order is urgent, please contact us first to check stock availability 020 8686 9643
  • Please allow extra time for deliveries during particularly busy times of year e.g. Black Friday, run up to Christmas, bank holidays etc

PREVIOUSLY USED COURIER PREFERENCES

  • Where you (the buyer or customer) have made an agreement to accept full liability from a courier in the past, please be aware that the courier may use this preference again. This is something you have in place with the courier and we have no knowledge or control over.
  • So if you have allowed a safe place for example in the shed, in the porch etc etc in the past, the courier may use this again (because you have agreed that this is an acceptable preference )
  • We will always assist you as much as possible in the unlikely event of issues occurring, HOWEVER you are fully liable in the event of damage and/or theft/loss of parcel. 
  • We have no delivery liability whatsoever when you have a preference in place with the courier.
  • If you know you may have an issue with a previously set preference, do let us know in advance of making a purchase and we will look into alternatives for you (where possible).

FAILED DELVIERIES

  • Please note if delivery attempts have been made/failed or parcels are left at service points/pick up shops and not retrieved and no response or contact has been made by the buyer all return to sender charges will be taken from any refund offered, if any.
  • Buyer is responsible for providing accurate delivery and contact information. Should there be an issue with the information provided, the buyer is responsible for all follow up charges including return to sender, customs and re-shipping costs.

SPECIAL REQUEST

  • All orders shipped outside of the UK is treated as a special request - this means the buyer is responsible for all shipping and associated costs in the event of any faults, returns or replacement.

DELIVERY COSTS

  • Our shipping algorithm isn't quite yet there yet, but for most European countries, the starting cost will be 45EUR
  • If the shipping cost is wildly more, we will contact you with a final total which you can either pay, or request a refund
  • 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. 

DELIVERY TIME

  • Usually 2 to 4 days within Europe, but can sit in a queue in customs waiting to be processed for a a week

CUSTOMS

  • The recipient (you the customer) will be liable to pay all customs charges, duties and taxes upon goods landing in your country
  • Responsibility to clear items through customs is the recipients, therefore a contact email AND phone number must be provided (you should be contacted by customs and/or courier once goods land, however, it is advisable to track your item and call your local customs office if there are any issues or delays).
  • If goods are returned to sender all charges to us will be deducted from price of goods, minus a 15% admin fee, before any refund, if any, is offered. Original shipping fees will not be refunded.

REFUND POLICIES

RETURNS

  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Nothing in this policy affects your statutory rights.
  • To be eligible for a return, your item must be in the same condition that you received it, unopened, uninstalled and unused, with tags, and sealed in its original outer packaging and security seals intact. You’ll also need the receipt or proof of purchase. 
  • To start a return, you must contact us at info@thehydrobros.com. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • We recommend you send items back fully tracked , insured and protected. You will be asked to provide a tracking number. Until you have confirmation that we accept the return, the order will remain the property of the purchaser. 
  • Once we have authorized your return, you are responsible for returning your item(s) within 14 days. Any return received after 14 days will not be accepted and your return request will be closed.
  • The buyer is responsible for all shipping charges in the event of a non fault return or cancellation.
  • In the event that your return does not arrive with us, does not arrive with us in the condition it was purchased in or arrives with us damaged, the purchaser is responsible for making a claim with the carrier they used for the return transit. We can assist, should you request, with photographs and descriptions of damage or loss.

  • Under distance selling laws customers have 14 days after receipt of goods to cancel their order in entirety. The above applies regarding returning goods. All returns must meet the same criteria as above
  • In the event we receive a return item and we deem the item to not be in factory new or not in as supplied condition  - for example it has been opened, marked etc... we reserve the right to offer a clearance value and therefore refund less than amount that was paid for the item.
  • You are required to visually inspect the package received at the time of delivery for any signs of damage PRIOR to accepting and signing for it.
  • If you discover any signs of damage, you must inform the courier IN WRITING at the time you sign for it. In this instance you MUST keep all packaging in case of a claim. If a claim for damage is pursued packaging and photos will need to be kept until the claim is finalised.
  • We will not be able to accept returns for items damaged in transit where you have signed for it without mentioning damage.
  • Damage will be deemed to have been caused by the purchaser subsequently to accepting the delivery.
  • You must contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 
  • After your purchase you should be provided with an expected delivery date. If an order is not received as expected please inform us ASAP or at least within 2 days of delivery date as this gives us the best chance of sorting this out for you.
  • If your parcel is missing we MUST be informed in writing no later than 7 days of expected delivery date as there is a timeframe to make a claim with the courier. If we do not receive this information we cannot make a claim and we cannot refund your loss
  • We will not accept return requests resulting from physical damage or abuse.
  • In the unlikely event a parcel goes missing and / or the recipient claims not to have received their parcel, you are required to participate in what is required to complete a thorough investigation and claim with the courier.
  • We would subsequently submit a claim to the courier, using the information you have provided, and then if applicable, provide the refund which may take 10 working days.
  • You may be required to have a legal declaration form sent you which must be completed, signed and returned by you to initiate such a claim.
  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
  • If approved, you’ll be automatically refunded on your original payment method (minus shipping costs for non fault returns / cancellations and minus any deductions for items not in as new condition).
  • Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • Please allow 10 working days from date of successful refund confirmation to the refund amount arriving back with you.

Buyer is responsible for all shipping costs in the event of any return or replacement.