Effective June 2026 · Applies to all online and in-store purchases
Our return window, what we accept, how refunds work, and your rights under Australian Consumer Law — all in one place.
At a glance:
- 30-day return window for change of mind
- 48 hours to report faulty or damaged items
- 10 business days to process approved refunds
- Your statutory rights under Australian Consumer Law are preserved regardless of this policy
1. Your return window
You have 30 days from the date you receive your item to request a change-of-mind return. Once 30 days have passed, we can no longer offer a return or refund for change of mind — but your rights for faulty or misdescribed items are preserved indefinitely under Australian Consumer Law (see Section 8).
2. What we can accept back
To be eligible for a change-of-mind return, the item must be:
- Unused and in the same condition you received it
- In its original packaging with all tags, seals, and accessories intact
- Accompanied by your receipt, order number, or other proof of purchase
Items returned without these conditions met may be refused or refunded at a reduced rate at our discretion.
3. How to start a return
Contact us first — items sent back without an approved return request will not be accepted.
The process:
- Email hello@hydrodepot.com.au or call 07 5523 9565 with your order number and reason for return
- We'll review and either approve the return or come back with questions
- If approved, we'll send instructions on how and where to send your item
Return address:
Hydro Depot
Unit 1 / 43 Corporation Circuit
Tweed Heads South NSW 2486
Return shipping costs: For change-of-mind returns, return postage is at your cost. For faulty, damaged, or incorrectly sent items, we cover return shipping in full (see Section 4).
4. Damaged or faulty items
Please inspect your order on arrival. If your item arrives damaged, faulty, or you've received the wrong product, contact us within 48 hours with your order number and a photo of the issue.
We'll arrange one of the following at no cost to you: a replacement, a repair (where applicable), or a full refund — whichever you prefer. We cover return shipping for all faulty, damaged, or incorrectly sent items.
For warranty claims on items beyond the 30-day window, see our Warranty & Repairs page.
5. Non-returnable items
For health, safety, and operational reasons, the following items cannot be returned for change of mind:
- Opened nutrients, additives, and growing media — once a seal is broken, we cannot resell or guarantee product integrity
- Custom orders and special-order items — anything sourced or modified specifically for you
- Gift cards
- Hazardous goods — items requiring restricted handling, where return shipping is not permitted
- Final-sale or clearance items — unless faulty (your Australian Consumer Law rights still apply)
If you're unsure whether your item is returnable, just ask us before purchasing or before sending it back.
6. Exchanges
The fastest way to get the item you actually want is to return the original and place a new order. We don't run formal exchanges because stock changes quickly — by the time the return clears, the replacement item may already be sold out.
If you need the new item urgently, place the new order first and let us know — we'll process the refund on the return as soon as it arrives.
7. Refund processing
Once we receive and inspect your return, we'll let you know whether the refund has been approved. Approved refunds are processed automatically to your original payment method within 10 business days.
Your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since we approved your refund and you still haven't seen it, contact us at hello@hydrodepot.com.au and we'll chase it up.
For in-store cash purchases, refunds are processed as cash, bank transfer, or store credit at your preference.
8. Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Under the ACL, our goods come with guarantees that cannot be excluded.
You are entitled to a replacement or refund for a major failure — and to 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.
These rights apply regardless of our 30-day change-of-mind window and regardless of whether the item was on sale.
In plain English: if the product doesn't do what it's supposed to, isn't what was described, or is defective in a serious way — you have a legal right to a refund, replacement, or repair. We'll honour that right whether you bought it yesterday or last year.
9. Contact
For any question about this policy, an existing return, or your rights — reach out using the details below. We aim to respond within one business day.
Email: hello@hydrodepot.com.au
Phone: 07 5523 9565 (Mon–Fri 9am–5pm · Sat 9am–4pm)
Address: Unit 1 / 43 Corporation Circuit, Tweed Heads South NSW 2486
Last updated: June 2026 · Hydro Depot, Tweed Heads South NSW
