Refund policy

One-year limited warranty

Hydur, subject to the terms set forth below, warrants its products to be free from defects in materials and workmanship under normal use for a period of 12 months from the date of purchase.  

Warranty Terms

Hydur will repair or replace this product or any defective parts during the warranty period. If the repair or replacement is not commercially practicable or cannot be carried out in a timely manner, Hydur will choose to refund you the purchase price paid for the affected product.  Repair or replacement under the terms of this warranty does not give you the right to any extension or a recommencement of the warranty period.

Limitation of Warranty

1. The warranty is only valid for the original purchaser and will automatically terminate prior to expiration if this product is sold or otherwise transferred to another party.
2. The warranty provided by Hydur in this statement only applies only to products purchased for use and not for resale. It does not apply to open box purchases, which are sold “as is” and without any warranty.
3. This warranty is invalid if the factory-applied serial number, date code label or product label have been altered or removed from the product.

Note that this Warranty does not cover the following:

1. Defects or damage resulting from misuse of product, accident or neglect.
2. Defects or damage from use of natural oils other than those supplied or sold by Hydur.
3. Defects or damage from improper testing, operation, maintenance, installation, adjustment, or any alteration or modification of any kind.
4. Breakage or damage caused by use of other adaptor or other accessories other than provided by Hydur.
5. If there are any signs the diffuser had been disassembled, the warranty will be voided.
6. Marring such as scratches on any plastic or metal surfaces and externally exposed parts resulting from normal use.
7. Damage resulting from normal wear and tear for parts which can easily replace including ultrasonic plate, bottles, wicks and power adaptor.
8. Damage resulting from the use of metal tools or other foreign objects to clean the unit.

In the event of a warranty claim or return for repair, you will need to return the product in its original packaging. The following information must be presented to obtain warranty service (a) the product, (b) proof of purchase and (c) reason for return.

SHIPPING & RETURN

Due to the current situation, Hydur reserve the right to review each return or exchange on a case-to-case basis.

Return & Exchange Guidelines

Be sure to check the products thoroughly upon receiving the parcel and in the event of a return, you will be required to send the product back in its original condition, including packaging and accessories.

Once your return has arrived at Hydur, it will be processed within 2-5 business days. You may return:

1. Any Product which is faulty or defective (misuse of product, accident or neglect not included). Such products must be returned within fourteen (14) days of receipt and whenever possible, returned products will be replaced with a new Product and when an exchange is not feasible, 100% refund will be processed in the same method of payment of the purchase price and applicable tax, including shipping fees.

Note that it is normal for the parcel to show some wear, however, if you think the damage occurred during shipment or in transit, please notify us immediately and send an email to info@hydur.com or WhatsApp 00973 33845795. Please make sure that you retain the shipping box, packing materials and the damaged Product for inspection by the courier.

1. Incorrect Product is delivered. Such Products must be returned within fourteen (14) days of receipt. Whenever possible, returned products will be replaced with a new Product and when an exchange is not feasible, 100%refund will be processed in the same method of payment of the purchase price and applicable tax, including shipping fees. Return and/or exchange can be made provided that the product is:
   • Unopened or unused
   • Package and label have not been tampered or damaged
   • Product and package are in good condition

We do not accept returns and refunds on the following: 

1. Subscription. There are no returns, exchange or refunds on Products shipped according to a Subscription. If your Subscription is for monthly, three, six, or twelve-month period, you have the option to change your preferences for the next shipment provided that your changes are made 10 days prior to your scheduled delivery.
2. Oils. There are no returns, exchange or refunds on Oils.

Refund Guidelines

• Within 14 days from the date of purchase: 100% refund will be processed in the same method of payment of the purchase price and applicable tax, including shipping fees based on the Return & Exchange Guidelines.
• After 14 days, up to 30 days from the date or purchase: You have 30 days to claim for refund however after 14 days and within 30 days from the date of purchase, 100% refund will be processed in a form of a coupon voucher based on the Return & Exchange Guidelines.

Return, Exchange and Refund Procedure

To obtain a return, exchange or refund on Hydur products:

1. Send an email to info@hydur.com or send a WhatsApp message to 00973 33845795
2. Our Customer Care representative will contact you via phone or email for further instruction and confirm your eligibility for return, exchange or refund
3. Refund will be processed in the same method of payment and will take approximately 5-14 business days after your return has been authorized and received at our warehouse. Return and exchange will approximately take 2-5 business day
4. All Product(s) must be returned in its original condition including packaging and accessories. If a returned Product is not received by the Hydur distribution centre, it is the responsibility of the member to track the shipment