Return Policy
Our returns policy ensures a fair and transparent process for both individual consumers and business customers, in compliance with UK consumer rights laws, including the Consumer Contracts Regulations 2013 for consumers.
We accept returns for eligible products purchased from HX Store within 14 days of receipt, subject to the conditions below. Consumers and businesses are responsible for the cost of returning items to us, and these return shipping costs are non-refundable, unless the return is due to a faulty or incorrect item.
Statutory Right to Cancel (Distance Sales - Consumers Only)
For online, phone, or mail-order purchases by individual consumers (not businesses), you have a legal right to cancel your order under the Consumer Contracts Regulations 2013:
• Cancellation Period: You may cancel within 14 days from the day you receive the goods, without giving a reason.
• Return Period: You must return the goods within 14 days of notifying us of your cancellation.
• How to Cancel: Contact us at onlinesales@hydro-x.co.uk with your order number and intent to cancel.
• Return Shipping Costs: You are responsible for the cost of returning the item to us, and these costs are non-refundable, unless the item is faulty or incorrect.
• Refund: We will refund the full purchase price, including the cost of standard delivery (our cheapest delivery option), within 14 days of receiving the returned goods or proof of return, provided they meet the eligibility criteria below. Enhanced delivery costs (e.g., express shipping) are non-refundable.
Returns for Business Customers
Business customers (purchasing for commercial purposes) are not covered by the Consumer Contracts Regulations 2013. Our business returns policy is as follows:
• Return Window: Businesses may return eligible products within 14 days of receipt, subject to the same eligibility criteria as consumers.
• Return Shipping Costs: Businesses are responsible for the cost of returning items to us, and these costs are non-refundable, unless the return is due to a defect or error on our part.
• Authorisation: All business returns require prior approval and confirmation from us, including the return address.
• Bulk Purchases: For bulk or high-value orders, please contact us to discuss specific return terms before purchase.
Eligibility for Returns
To be eligible for a return (for both consumers and businesses), the product must be:
• Unused, in its original condition, with all packaging, manuals, and accessories intact.
• Not a bespoke, custom-made, perishable, or final sale item.
• Returned with proof of purchase (e.g., order confirmation, receipt, or invoice).
Return Process
• Contact Us: Email onlinesales@hydro-x.co.uk with your order number and intent to return.