- Catch member since September 2018
- Seller rating
- Approved online Catch seller since September 2018
Who are we?
Hydro Experts is a wholly Australian Owned and Operated Online Hydroponics Retailer, a leading online shop in providing customers with high quality and brand name products at unbeatable prices.
Warranty & Returns
We take great care that each item is correctly described, authentic, not damaged, or misrepresented in anyway. We also understand that from time to time the need to return an item may occur. Please read below for an overview of our Return Policy.
Upon receiving your order:
Please check your order for damage that may have occurred in shipping. We can file a damage claim for the item, however the Carriers do have a time limit so we need to be informed as soon as possible. Please test everything as soon as items are received to ensure they are in working condition. This is important due to the fact that we will cover the cost of anything that is defective if determined to be defective within 2 weeks of the receiving date.
Some key things to know regarding the return process:
Remember to keep all original packaging, including shipping boxes, to help with the return process.
Relax and don’t worry at all. We understand defective items can be a nightmare, if you have any issues we are simply a phone call or an email away. We assure you we will take care of your problems.
Warranty on Lamps/Bulbs: Lamps & Bulbs are warranted for 1 month from the date of purchase, not from when they are put into use.
Warranty on rest of the products: 1 Year by default unless otherwise specified.
Defective returns on all products within 14 days of receipt:
If an item fails to work properly within the first 14 days of receipt, please email/call us. We will also process a partial refund for the returned postage fee. Once the item is received we will determine if it can be repaired or needs replaced. Please note that the item must be packaged properly for shipping to avoid damage. Items received damaged, smashed or modified in any way will void the warranty.
Defective returns on all products after 14 days of receipt:
If an item fails to work properly after the first 14 days of receipt, please call/email us. The customer is responsible for the cost of shipment back to us. Once the item is received we will determine if it can be repaired or needs replaced. Please note that the item must be packaged properly for shipping to avoid damage. Items received damaged, smashed or modified in any way will void the warranty.
Exchanging an item for a different item:
If you wish to exchange an item for another item, it must be returned to us in new, unused condition within 14 days or receipt. Once we receive the item, the exchange item will be shipped out to you. Any additional fees and shipping costs will be the responsibility of the customer.
New product returns:
New product returns will only be accepted within 14 days of receipt. To return an item as new, please call or email us. Items must be returned in new, unused condition in their original packaging. Any and all shipping costs will be the responsibility of the customer. Once the item is received and inspected we will issue you a refund, minus shipping fees and minus a 15% restocking fee.