Refunds & Returns Policy
REFUNDS & RETURNS POLICY
Hydromerse Pty Ltd (A.C.N.622 302 327) (we, us, our, or Hydromerse) makes every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.
Returns and refunds
If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Your entitlement to a refund or exchange
You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange, if an item has a major problem, or is not what you expected it to be (wrong colour or fit for example).
In the event that you believe that you are entitled to a refund or exchange, you must provide us with:
your full name and address;
the original order number; and
the reason for claiming the refund or exchange.
Returning items to us
If you wish to return an item to us, we recommend that you do so as soon as possible after becoming aware of the issue, prompting your request for a refund or exchange.
Delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected.
We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.
Exchange and refund valuation
You may be entitled to a refund equal to the cost of the item only. You may be entitled to an exchange for an identical item, or one of a similar value.
The value of a returned item is determined by the amount paid and listed on your invoice or receipt. If you are exchanging for a new item, the value of the item is determined by the online listed price at the time your exchange is processed.
Exchanges are subject to availability. If your preferred item is not available at the time you will receive a refund or online credit.
How to return items
Hydromerse takes no responsibility for items that are returned but become lost or not delivered to us. If you are concerned about loss or damage in transit, you should consider adding tracking or insurance. However, this is at your sole discretion, and Hydromerse makes no representations or warranties in relation to the security of returned item/s.
Upon receipt of the item/s, we will inspect them and if they are returned in accordance with this Refunds & Returns Policy and we are satisfied that you are entitled to a refund or exchange, we will issue you with a refund or exchange.
We reserve the right to assess the condition and age of the returned items prior to offering an exchange, discount voucher, refund or repair.
For items purchased through third party websites, please contact the website through which you purchased the product.
If we have approved your refund, then you should end the item/s to Hydromerse, Unit 1, 644-646 Botany Road, Alexandria, New South Wales, Australia 2015.
Return delivery charges
We recommend you return the item to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with a product or that we have made a shipping error.
Provision of refunds or exchanges to you
If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Please allow five (5) business days for refunds to be processed (longer during sales periods).
All refunds will be issued via the same payment method used to purchase the items. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within five (5) business days of us notifying you that a refund has been issued.
Please email us if you have any questions regarding our Refunds & Returns Policy.
Refunds & Returns Policy last updated on 9 April 2020.