Refund policy
Returns & Refunds Policy
Last updated: 18/9/2026
At HYDRA, we want you to be happy with your purchase. This policy explains when you may return a product and how refunds are handled.
This policy does not limit or exclude any rights you may have under applicable consumer protection laws, including the Australian Consumer Law, New Zealand consumer law and applicable UK consumer protection legislation.
Change-of-Mind Returns
We accept eligible change-of-mind returns within 14 days of receiving your order.
To be eligible for a change-of-mind return, the product must:
- Be unopened and unused
- Remain in its original packaging
- Be in the same condition in which you received it
- Include proof of purchase
Because HYDRA products are intended for oral use, opened or used pouches and products with opened hygiene seals are not eligible for change-of-mind returns, except where applicable law provides otherwise.
To request a return, contact us at:
Please do not send a product back before contacting us and receiving return instructions.
Unless otherwise required by applicable law, customers are responsible for the cost of returning an item for a change-of-mind return.
Damaged, Defective or Incorrect Orders
Please inspect your order when you receive it.
If your product is damaged, defective, contaminated, unsafe, or you received the wrong product, contact us as soon as possible at:
Please provide your order number and, where possible, photographs showing the issue.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, refund or other remedy.
Nothing in this policy limits your rights under applicable consumer protection laws.
For Australian customers, consumer guarantees under the Australian Consumer Law cannot be excluded by a store's returns policy.
Sale Items
Sale items are eligible for refunds and remedies where required by applicable consumer law.
Any voluntary change-of-mind return conditions stated in this policy also apply to sale items unless otherwise stated.
Exchanges
We do not generally offer direct exchanges.
If you would like a different flavour or product, you may return your eligible unopened product in accordance with this policy and place a new order.
Pre-Orders
If you have purchased a HYDRA product on pre-order, please refer to our Purchase Options & Cancellation Policy for information about cancelling your pre-order.
Subscriptions
Subscription cancellations are governed by our Purchase Options & Cancellation Policy.
You can manage or cancel your subscription through your customer account or using the relevant subscription management link provided by HYDRA.
International Customers
If you are located outside Australia, your local consumer protection laws may provide additional rights.
For example, UK customers purchasing online generally have a statutory cancellation period, subject to applicable exceptions.
New Zealand customers also have rights under the Consumer Guarantees Act where products do not meet applicable guarantees.
Nothing in this policy is intended to remove or restrict those rights.
Refunds
Once we receive and inspect an eligible return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method, unless otherwise agreed or required by applicable law.
Processing times may vary depending on your payment provider or financial institution.
If you believe you are entitled to a refund and have not received it within the applicable timeframe, contact us at:
Contact Us
For any questions regarding returns, refunds or your consumer rights, contact:
HYDRA
Email: info@hydracaffeine.com