Refund policy

Returns & Refunds Policy

Hydro Warehouse www.hydrowarehouse.co.nz

Last Updated: June 2026

At Hydro Warehouse, we stand behind the quality of our products. This policy explains your rights and our process for returns and refunds in accordance with New Zealand law, particularly the Consumer Guarantees Act 1993 (CGA).

1. Your Rights under the Consumer Guarantees Act 1993

If you are purchasing as a consumer (for personal, domestic, or household use), our products come with automatic guarantees that cannot be excluded:

  • Goods must be of acceptable quality (safe, durable, free from defects).
  • Goods must be fit for the purpose you made known to us.
  • Goods must match their description.
  • Goods must be free from undisclosed faults.

If goods fail any of these guarantees, you may be entitled to a repair, replacement, or refund. The remedy depends on the nature of the failure (minor vs. major failure).

Note: These rights do not apply to the same extent for business or commercial purchases.

2. Change of Mind Exchanges

We accept exchanges for change of mind within 3 days of purchase, subject to the conditions in Section 4.

  • Requests must be made within 3 days from the date of purchase.
  • We do not offer refunds for change of mind, incorrect choice, or buyer’s remorse.
  • All change of mind exchanges are at our discretion and subject to stock availability.

3. Faulty, Damaged, or Incorrect Items

You may return goods if:

  • They arrive damaged or faulty.
  • They are not as described.
  • They fail to meet CGA guarantees.

Timeframe: Please notify us within 7 days of receiving your order for damage, faults, or incorrect items. Earlier notification is preferred.

4. Return Conditions

For a return or exchange to be accepted, the item must:

  • Be in its original packaging and condition (where possible).
  • Include all original accessories, manuals, and tags.
  • Not have been used, installed, or modified (unless the fault occurred during normal use).
  • Be returned at your cost (unless we agree otherwise for faulty items).

Exceptions (Non-returnable / Non-exchangeable items):

  • Opened or used consumables (nutrients, growing media, seeds, etc.).
  • Custom or specially ordered items.
  • Products damaged through misuse or improper handling.
  • Items returned without prior approval.

5. How to Return an Item

  1. Contact us before sending anything back via email at sales@hydrowarehouse.co.nz with your order number, photos of the issue (if applicable), and reason for return.
  2. We will assess your request and provide return instructions if approved.
  3. Ship the item back to the address we provide (we recommend using a trackable service).
  4. Once we receive and inspect the returned goods, we will process your remedy.

6. Refunds

  • Approved refunds will be issued to the original payment method.
  • Refunds are normally processed within 5–10 business days of receiving and inspecting the returned goods.
  • We will refund the full purchase price for faulty items.
  • Return shipping costs are generally borne by the customer unless the goods are faulty.

7. Rural Freight Surcharge

If you paid the $6.80 rural delivery surcharge, this will be refunded only if the return is due to our error (faulty/damaged/incorrect item).

8. Inspection & Decision

All returned items are inspected upon receipt. If the item is found to have been misused or does not meet the return conditions, we may refuse the return or exchange.

9. Contact Us

For all returns, exchanges, and refund requests, please email us at:

Email: sales@hydrowarehouse.co.nz

Phone: 09 263 7560

Address: 9/69 Wiri Station Road, Manukau City, Auckland, 2105

Please include your order number in all correspondence.

Important: This Returns & Refunds Policy forms part of our Terms and Conditions. Nothing in this policy is intended to limit or exclude any rights you have under the Consumer Guarantees Act 1993 or other New Zealand legislation.

Important: This Returns & Refunds Policy forms part of our Terms and Conditions. Nothing in this policy is intended to limit or exclude any rights you have under the Consumer Guarantees Act 1993 or other New Zealand legislation.

Thank you for shopping at Hydro Warehouse. We appreciate your business and aim to resolve any issues quickly and fairly.