Refund policy


HydraPatch® Refund & Return Policy

At HydraPatch®, we are committed to providing high-quality products and exceptional customer service. If there is an issue with your order, we're here to help. Please review our refund and return policy below before requesting a return, replacement, or refund.

Return Eligibility

Eligible products may be returned within 30 days of the delivery date.

To qualify for a return, all of the following conditions must be met:

  • The product must be unopened, unused, and in its original sealed packaging.
  • The product must be returned in the same condition in which it was received.
  • Proof of purchase (order number or receipt) must be provided.
  • The return must be authorized by HydraPatch® before being shipped back.

Returns sent without prior authorization may be refused.

Non-Returnable Items

Due to safety, and product integrity standards, the following items are not eligible for return, refund, or exchange:

  • Opened packages
  • Used patches
  • Products with broken or damaged seals
  • Products returned more than 30 days after delivery
  • Products not in their original packaging

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery by emailing info@hydra-patch.com.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product, packaging, and shipping label

Once reviewed, HydraPatch® may, at its sole discretion, replace the item, issue a refund, or offer another appropriate resolution.

Refund Approval

Once your authorized return has been received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will be issued to the original payment method. Most refunds are processed within 5–10 business days, although actual processing times depend on your financial institution and payment provider.

Original shipping charges are non-refundable unless the return is the result of an error made by HydraPatch®.

Exchanges

We only exchange products that are damaged, defective, or incorrectly shipped.

Exchanges are subject to product availability. If the original item is unavailable, HydraPatch® reserves the right to provide a comparable replacement or issue a refund.

Lost, Delayed, or Stolen Packages

Once an order has been transferred to the shipping carrier, delivery is the responsibility of the carrier.

If your package is delayed, lost in transit, or marked as delivered but cannot be located, please contact us. We will work with the carrier to investigate the shipment and determine an appropriate resolution.

HydraPatch® is not responsible for packages stolen after confirmed delivery or for delivery issues resulting from incorrect shipping information provided by the customer.

Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

Orders returned due to an incorrect or incomplete address provided by the customer may be subject to additional shipping charges before reshipment. Shipping charges are non-refundable.

Refused or Undeliverable Shipments

Orders refused by the customer or returned as undeliverable may be subject to return shipping charges and any applicable carrier fees.

Any refund issued will be reduced by these costs.

Return Shipping

Unless the return is due to a damaged, defective, or incorrectly shipped product, customers are responsible for all return shipping costs.

We recommend using a trackable shipping service, as HydraPatch® cannot guarantee receipt of returned packages and is not responsible for returns lost during transit.

Chargebacks

If you experience an issue with your order, we encourage you to contact us before initiating a payment dispute or chargeback.

HydraPatch® reserves the right to contest chargebacks when order records, shipment tracking, delivery confirmation, customer communications, or other documentation demonstrate that the order was properly fulfilled.

Right to Refuse Returns

HydraPatch® reserves the right to deny any return, refund, replacement, exchange, or store credit request that does not comply with this policy.

HydraPatch® also reserves the right to refuse service or limit future purchases where we reasonably believe this policy is being abused, including but not limited to excessive return activity, fraudulent claims, misuse of promotional offers, or other conduct inconsistent with the intended purpose of this policy.

How to Request a Return

To request a return or report an issue with your order, please email info@hydra-patch.com with:

  • Your order number
  • The reason for your request
  • Photographs (if applicable)

Our customer support team typically responds within 1–2 business days.

Policy Updates

HydraPatch® reserves the right to modify or update this Refund & Return Policy at any time without prior notice. Any changes will become effective immediately upon posting to this website and will apply to purchases made thereafter.

Questions regarding this policy may be directed to info@hydra-patch.com.


——

The goal of this policy wasn't to make our return policy more restrictive, it was to close the gaps that we've experienced over the years while still being fair to legitimate customers.

A few examples of why certain sections were added:

  • Lost, delayed, or stolen packages: We've had customers report packages as lost, delayed, or stolen after delivery.
  • Incorrect shipping addresses: We've had situations where customers entered an incorrect or incomplete shipping address during checkout and expected a refund or free replacement.
  • Return authorization: Requiring customers to contact us before sending a return prevents unexpected packages from arriving without context and allows us to verify eligibility before a refund is considered.
  • Damaged or defective products: By requesting photos and requiring customers to contact us within seven days, we can quickly verify issues and provide replacements when appropriate while helping prevent fraudulent claims.
  • Refused or undeliverable shipments: This protects HydraPatch® from absorbing unnecessary carrier fees when a shipment is refused or cannot be delivered due to circumstances outside of our control.
  • Chargebacks: We've seen situations where customers file chargebacks before contacting us. This language encourages customers to reach out first and reinforces our ability to dispute invalid chargebacks using shipment tracking, delivery confirmation, and order records.
  • Right to refuse returns: This provides flexibility to address abuse of the policy, excessive return activity, or fraudulent requests without having to rewrite the policy in the future.