1. UK SHIPPING COSTS

Delivery to UK mainland:

• £7.99 on orders under £75
• Free on orders £75+

Heavy item surcharges still apply:

• £5 per 50L soil bag
• £15 for large/awkward items (e.g. tents, trays, 6ft poles)
• £2.50 per 5KG of Coco bricks over 15KG
• £60 pallet charge for oversized/fragile goods (more for remote locations in the UK)

If you're in the Highlands, Islands, NI, or similar, there's a flat £27 charge + any surcharges. These all get added automatically at checkout.

1.1 Missed Deliveries / Return to Sender

If your parcel is returned to us due to missed delivery, non-collection, or no response to courier instructions, you’ll be liable for:

• Original shipping (non-refundable)
• Return courier fees

We’ll offer either:

1. Re-shipping – you pay for new and return delivery costs
2. Refund – minus all courier fees and a 15% admin/restocking charge

Please monitor your tracking and ensure collection to avoid these fees.

2. UK SHIPPING TIMES

We aim to dispatch orders within 1–3 working days using next working day delivery (UK mainland). Other regions may take longer depending on courier networks.

Delivery times aren’t guaranteed – delays can happen. Please allow extra time during busy periods (e.g. Black Friday, Christmas, bank holidays).

For urgent orders or Saturday delivery, call us first to check stock: 020 8686 9643

If your parcel hasn’t arrived after 5 working days, contact us.

2.1 Previously Used Courier Preferences

If you’ve previously agreed a delivery preference with a courier (e.g. leave in porch/shed), they may apply this again.

We do not control these preferences and are not liable for damage, theft, or loss if you’ve opted for one. If you believe this might be an issue, let us know before placing your order and we’ll do what we can.

2.2 Failed Deliveries

If delivery attempts fail and the parcel is returned or unclaimed at a pickup point, and you don’t respond, all return courier charges will be deducted from any refund issued.

It’s your responsibility to provide accurate delivery and contact details. If incorrect info leads to extra charges (e.g. re-delivery, customs return), these will also be deducted or invoiced to you.

3. INTERNATIONAL ORDERS

3.1 Special Requests
All international orders are treated as special requests. The buyer is fully responsible for all shipping costs, as well as return or replacement shipping if a fault occurs.

3.2 Delivery Costs
Our shipping system isn’t perfect just yet, but for most of Europe, delivery starts from €45. If actual costs are significantly higher, we’ll contact you with a final quote. You can then choose to pay the difference or cancel for a refund.

Want a custom quote? Email us at info@thehydrobros.com with your order.

3.3 Delivery Times
Europe: Usually 2–4 working days, but parcels may sit in customs for up to a week. Rest of world varies — delays can happen.

3.4 Customs & Duties
All customs charges, taxes, and duties are your responsibility. You must provide a valid contact email and phone number — couriers or customs will use these to reach you.

We recommend tracking your item and proactively contacting your local customs office if delays occur.

3.5 Customs Returns
If customs or couriers return your parcel to us due to unpaid charges, missing documents, or lack of response:

• The original shipping cost is non-refundable
• Return charges will be deducted
• A 15% admin/restocking fee applies

Only the balance (if any) will be refunded.

We strongly advise checking your country’s import rules before ordering.

How long do I have to return something?

You’ve got 14 working days from the date of delivery to request a return. Just make sure it’s unopened, unused, and still sealed in the original outer packaging with any security seals intact.

Do I have to return the original box?

Yes. The item must be returned in “box-fresh” condition — that means the original retail packaging must be clean, untorn, and free from tape, labels or writing. Products returned with damaged or defaced boxes may be refused or charged a deduction.

Who pays for return shipping?

If the item isn’t faulty, return shipping is your responsibility. We recommend using a tracked and insured service — until it arrives back with us, the item is still your responsibility.

Will I get a full refund?

All accepted returns will be refunded minus:

• original delivery cost (even if this wasn’t listed separately at checkout), and
  
• 15% restocking and handling fee to cover inspection, repackaging, and admin.
  

Returns aren’t free to process — this helps us keep pricing fair for everyone and discourages misuse of the return system.

Why do you charge a restocking fee?

Hydro gear isn’t your average retail kit — returns often need careful inspection, cleaning, and restocking to ensure they’re safe and sellable again. The 15% restocking fee covers some of those costs so we can keep offering competitive prices for everyone else.

What if my item is faulty?

If something’s genuinely faulty, we’ll sort it. But if you return something claiming it’s faulty and we find no issues after inspection, we’ll treat it as a standard return — and the restocking and delivery fees still apply.

What happens if I return something in poor condition?

If the item is used, damaged, missing parts, or the box is in poor condition, we may refuse the refund entirely. In that case, you can either arrange return shipping to get the item back or let us responsibly dispose of it. If we don’t hear from you within 28 days, we’ll assume ownership and dispose of it.

• 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.
• If you cancel your order after it has been dispatched, we will only refund once the order has been received back minus the cost of shipping and a 15% admin fee.

• 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.
• NOTE FOR INTERNATIONAL ORDERS (NOT IN UK): SPECIAL REQUEST - orders are shipped outside of the UK are 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.

• 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.