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, we'll offer to resend or refund:
Resend — the reship fee is whatever you paid for shipping originally. If your original order had free shipping, we'll calculate the reship cost based on what it actually costs to send it again. Pallet items start from £60, and can be more for remote areas (Highlands, Islands, NI, etc.).
Refund instead — minus the original delivery cost, reship/return costs, and a 15% restocking and handling fee.
Full detail on missed and failed deliveries is on our Shipping Policy.
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%).
For orders shipped outside the UK, you're responsible for the shipping costs of any return, repair, or replacement — including if the item is faulty — unless we've confirmed otherwise with you in writing. See our Shipping Policy for international shipping details.
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
Cancellations
Can I cancel my order?
Yes. Under UK distance selling rules, you have 14 days after receiving your order to cancel it entirely. The same return conditions as above apply — unopened, unused, original packaging, box-fresh.
What if I cancel after it's already shipped?
You'll get a refund once we receive the item back, minus the cost of shipping and a 15% admin fee.
What if the returned item isn't in as-supplied condition?
If it's been opened, used, or marked, we reserve the right to treat it as a partial loss and refund a clearance value rather than the full amount paid.
Damages & Receiving Your Order
What should I do when my parcel arrives?
Inspect it for damage before you sign for it. If there's any sign of damage, tell the courier in writing at the point of signing — and keep all packaging in case you need to make a claim.
What if I sign for it without mentioning damage?
We can't accept a damage claim for a parcel you've signed for without noting damage at the time. Once signed for, any damage found afterwards is treated as having happened after delivery.
What if something's missing from my order, or the wrong item's inside, or it's damaged in transit?
Open your parcel and check the contents as soon as it arrives. You need to report transit damage, missing items, or wrong items within 24 hours of delivery.
We get contacted weeks — sometimes months — after delivery by people who never opened the box, saying an item's missing or damaged. We can't do anything with that. No packaging, no timely report, no proof it didn't happen after the fact — there's nothing to investigate and nothing we can action. Check your order when it lands, not when you finally get round to using it.
What if an item develops a fault later on?
That's a different situation to transit damage — see the Faulty Items section above. There's no 24-hour cutoff for genuine faults; contact us with photos/videos when the issue shows up and we'll take it from there.
What if my order doesn't arrive when expected?
Let us know within 2 days of the expected delivery date — that gives us the best chance of sorting it.
What if my parcel goes missing entirely?
You must tell us in writing within 7 days of the expected delivery date. Couriers have a claim window, so if we're not told in time, we can't make a claim and can't refund the loss.
Are damage claims accepted for items caused by misuse or abuse?
No — we don't accept return or damage claims resulting from physical damage or abuse after delivery.
Lost Parcels
What happens if my parcel goes missing?
We'll open an investigation and claim with the courier. You'll need to participate — this may include completing and signing a legal declaration form to support the claim.
How long does this take?
Once the claim is approved, a refund can take up to 10 working days to process.
Refund Timing
How will I know if my refund is approved?
We'll notify you once we've received and inspected your return, and confirm whether it's been approved.
How do I get paid back?
Approved refunds go back to your original payment method automatically, minus any deductions covered elsewhere on this page (shipping costs on non-fault returns/cancellations, restocking fees, condition deductions).
How long does it take to arrive?
Please allow 10 working days from refund confirmation for the money to actually land back with you — your bank or card provider can add extra processing time on their end.
