Shipping policy

If you regret your purchase, request a refund within 7 days of the date of receipt of the product via email hello@hidratei.com

Important: keep the product sealed so that the return can be made, according to the instructions to be sent. If the cancellation occurs before receiving the product, immediately request a refund at the email above and refuse to receive the product. Our team may request photos and more information for the refund to be processed.

Right of Withdrawal: In this case, the product must be returned unused and in its original packaging within 7 days from the date of receipt. The refund will only be released after receipt and inspection by our Quality Department and if it complies with the conditions stipulated above. If there are discrepancies or damages not in accordance with the necessary conditions, the product will be returned to the customer without prior notice and there will be no right to a refund. Gifts and samples must be returned together with the product, regardless of the reason. The costs for the return will be borne by the customer.

Exchange for defects or damages: If the damage is visible at the time of delivery, refuse the product and immediately inform us through our customer service channels. You may request a refund within 30 days from the date of receipt if the product presents damage to its packaging, defects, or damages as long as they are not due to misuse or non-compliance with the manufacturer's recommendations. We will send a postage authorization that must be delivered to the Post Office along with the product and invoice so that it can be returned to our facilities.

In both cases, after approval by the Quality Department, we will send the refund to the credit card used for the purchase. The refund is processed by the credit card operator and should appear on the statement within two billing cycles after the completion of the return. We are not responsible for internal procedures, problem-solving, and deadlines set by credit card companies. If the purchase was made by bank slip, the refund will be made to the bank account of the order holder within 30 business days after the return of the order and approval by the Quality Department. If the order holder does not have a bank account, they will be instructed to fill out a specific form indicating the third-party account for deposit, along with the submission of personal documents and signature.

If the request is for a new product to be sent and not a refund, the shipment of the new product will be processed within 5 business days after approval by the Quality Department and the delivery time will depend on the provided postal code.