Refund policy

Refund & Returns Policy

Welcome to Hydrate the People. We want you to be completely satisfied with your purchase. Our goal is to provide high-quality hydration products, but we understand that sometimes things don't go as planned.

Customer Support Email: support@hydratethepeople.com.au

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (AWST/AEST)

Response Time: We aim to respond to all inquiries within 24–48 hours.

1. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Major Failures

You are entitled to a refund or replacement for a major failure. A major failure occurs when the product:

  • Is unsafe to consume or use.

  • Is significantly different from the description or sample shown to you.

  • Does not do what we said it would, or what you asked for, and cannot be easily fixed.

3. Change of Mind

Please choose carefully. We do not generally offer refunds or exchanges if you simply change your mind, decide you don't like the taste, or purchased the wrong flavor.

Note: For hygiene and safety reasons, we cannot accept returns of food or supplement products (such as electrolyte tubs or sachets) once the seal has been broken or the packaging has been opened, unless the product is faulty.

4. How to Request a Return

To assist us in processing your request quickly, please follow these steps:

  1. Contact Us: Email our team at support@hydratethepeople.com.au within [e.g., 14 or 30] days of receiving your order.

  2. Proof of Purchase: Provide your order number and a copy of your receipt or invoice.

  3. Evidence: If the product is faulty or damaged, please include clear photos of the issue and the batch number (if applicable).

5. Shipping Costs

  • Faulty Goods: If the return is due to a major failure or a breach of a consumer guarantee, Hydrate the People will cover the cost of return shipping or reimburse you for reasonable shipping costs.

  • Voluntary Returns: If we agree to a return that is not due to a product fault (at our discretion), you will be responsible for the cost of shipping the item back to us.

6. Processing Your Refund

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method within [e.g., 5-7] business days.

7. Damages During Transit

We take great care in packing your orders, but we understand that sometimes parcels have a rough journey.

  • Reporting Damage: Please inspect your package immediately upon arrival. If your product arrives leaking, broken, or otherwise damaged, you must contact us within 48 hours of delivery.

  • Requirements: We require clear photos of the damaged packaging and the damaged product, including the shipping label, to lodge a claim with our couriers.

  • Resolution: Once verified, we will send out a replacement at no additional cost to you.

8. Subscription Policy

For customers enrolled in our "Subscribe & Save" (or recurring delivery) program:

  • Management: You can skip, pause, or cancel your subscription at any time through your Customer Portal.

  • Cancellation Timing: To avoid being charged for your next scheduled order, you must cancel your subscription at least [e.g., 24 or 48] hours before your next billing date.

  • Refunds on Processed Orders: Once a subscription order has been processed and a shipping label has been created, we cannot cancel or refund that specific order as it is considered a "Change of Mind" (see Section 3). Your cancellation will instead apply to all future billing cycles.