Returns & Exchanges
At Hidratei, we hope you love our products, but we understand that sometimes things don’t work out as planned.
If you are not 100% satisfied with your purchase, you can initiate a return within 30 days from the date of purchase. We will gladly refund your purchase price, provided the return complies with our policy outlined below. After 30 days, you may initiate a return for store credit or an exchange up to 90 days from the date of purchase.
Returns are subject to a $6.95 handling fee per order. To receive a refund, you must return the product to us. All returned products must be in new or gently used condition. Once we receive your return, we will inspect and process it. A refund will be issued for the original purchase amount (including tax) minus the shipping fees from your original order, which are non-refundable. Refunds will be credited to the original payment method you provided. Please note that your financial institution may take an additional 7-14 business days after you receive the notification email to reflect this transaction. We will issue store credit if your original payment method is not available.
How to Submit a Return Request:
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Log in to your account:
- Click the profile icon in the store's navigation, or visit: https://account.hidratei.com/orders
- In the "Email" field, enter your email address, and then click "Continue."
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter the six-digit verification code.
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Select your order:
- Click the order that you want to submit the return for.
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Select items to return:
- If your order has more than one item, select the items that you want to return.
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Provide details:
- Select a return reason and add a note for the store.
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Submit your request:
- Click "Submit request."
If your return request is approved and requires shipping, you will receive an email with shipping instructions. After the product is returned, you will receive a refund.
Exchanges:
Exchanges are free. If you are exchanging for a higher-priced product, you will be charged the difference. If you are exchanging for a lower-priced product, the difference will be refunded to your original payment method.
Exceptions:
Any items marked as “FINAL SALE” or “non-returnable” are not eligible for return or refund.
Purchases Through Retailers:
Only products purchased on our official website, hidratei.com, may be returned in accordance with this policy. We do not accept returns for items purchased in physical stores or other websites of our authorized retailers.
Items with Gifts:
If you are returning an item that included a gift with purchase or was part of a Buy 2, Get 1 Free offer, please include the bonus gift with your return. If you choose to keep the bonus gift, its value will be deducted from your refund amount.
Return Policy Abuse:
We monitor return activity for abuse and reserve the right to deny returns if, at our sole discretion, we believe there has been misuse of our return policy (such as excessive returns, returning empty or nearly empty bottles, reseller activity, or fraud).
Frequently Asked Questions
Where is my order number?
Your order number is included in your order confirmation email (Hidratei Order Confirmation). Our order numbers are 6-7 digits long and contain only numbers. If you are unable to find your number, please contact us.
Can I cancel or edit my order?
Once the order is placed, we are unable to cancel or make edits. If you forgot to apply a discount code to your order, please contact us.
How long does it take to process a refund?
Please allow 5-7 business days to process your refund. If you are a Hidratei subscriber, initiating a return does not cancel your future subscription orders. You can manage your subscription in the account portal.
What if my package was damaged upon arrival?
If you believe your package was damaged during shipping, you must reach out within five days of delivery, and we will work with you to resolve the issue quickly. You will need your order number and the item(s) that are damaged, incorrect, or missing. We may ask you to send pictures when you contact us.
