ONLINE ORDER RETURNS POLICY
This Refund Policy (“Policy”) applies to all online purchases from Hydra Light International Limited [ABN 57 138 595 525] and its related entities (together ‘Hydra Light”), unless otherwise stated.
- CUSTOMER SATISFACTION IS OUR PRIORITY
Hydra Light offers refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from Hydra Light in the event that you are not happy with your purchase.
- AUSTRALIAN CONSUMER LAW
a) Under the Australian Consumer Law:
Hydra Light products come with guarantees that cannot be excluded under the Australian Consumer Law.1. If a product which you purchased from Hydra Light has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.
You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
For major failures you are entitled to choose a refund or replacement.2. If a product which you purchased from Hydra Light has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the products repaired or replaced.
b) Hydra Light offers refunds, repairs, and replacements in accordance with the Australian Consumer Law.
c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
d) If the Australian Consumer Law applies, then Hydra Light cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission. - CHANGE OF MIND
Hydra Light does not offer any refund if you simply change your mind, or find the same product cheaper elsewhere. - PRODUCTS DAMAGED DURING DELIVERY
a) Please do not sign for the delivery of products that are obviously damaged.
b) If damage is only found upon unpacking contact Hydra Light at customersupport@hydracellpower.com as soon as possible.
c) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
d) Hydra Light will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact Hydra Light within fourteen (14) days from the date you received the product. - NOT AS ADVERTISED/INCORRECT ITEM
If your order is not what you ordered, contact Hydra Light at customersupport@hydracellpower.com as soon as possible. - EXCEPTIONS
a) Notwithstanding the other provisions of this Policy, Hydra Light may refuse to provide a repair, replacement or refund for a product you purchased if:
1. You misused the product in a way which caused the problem.
2. You knew or were made aware of the problem(s) with the product before you purchased it.
3. You asked for alterations to a product, against our advice, or you were unclear about what you wanted.
4. Any other exceptions apply under the Australian Consumer Law. - SHIPPING COSTS FOR RETURNS
a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, Hydra Light will bear the reasonable costs of shipping the said product (the “Returned Product”) back to us, as well as reasonable costs of shipping any replacement product to you.
b) In the event that Hydra Light organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product. - RESPONSE TIME
a) Hydra Light aims to process any requests for repairs, replacements or refunds within seven (7) days of having received them. - CONTACT US
a) If you wish to speak to Hydra Light about this Policy or about any refund, repairs or replacements, you may contact us at customersuppoort@hydracellpower.com.