Return & Refund Policy
Returns are accepted within 30 days of the delivery date. Please be aware there are certain exceptions. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the order detail as proof of the purchase. Please do understand that returns will not be accepted without submitting the request first.（We do not charge for restocking fee.）
1.Order Cancellation
BEFORE SHIPMENT:
If you wish to cancel your order before the product is shipped, please contact us via email service@super-hydro.com to cancel your order with free of charge.
AFTER SHIPMENT:
To request an order cancellation after it has been shipped, please contact us via email service@super-hydro.com with order details and the customer is responsible for both the shipping and return shipping cost. SuperHydro will provide a return shipping label, as well as instructions on how and where to send your package, and the designated carrier will collect the return package. The customers may also choose self-return or arrange the return shipment by themselves.
Please note that any incurred shipping costs will not be covered by us and will be deducted from your refund.
2.Order Modification and Exchange
Before Shipping
If you need to modify your order or request a return or exchange before the order is shipped, please contact service@super-hydro.com to proceed. We will provide support free of charge.
After Shipping
Once the order has been shipped, it cannot be intercepted or modified. If you need to return or exchange the item, please wait until the order is delivered, then return the item and provide detailed order information by emailing service@super-hydro.com to initiate the process.
- Return and Exchange Shipping Costs: Customers are responsible for the cost of returning the item and shipping the replacement.
If you wish to exchange an item while it is in transit, we recommend contacting us first to confirm the exchange. Once the package arrives at your doorstep, please do not open it. We will arrange for the courier to pick it up. However, as the courier company cannot recall the package mid-transit, any additional costs incurred will need to be covered by you.
(Alternatively, after discussing the return with us, you can place a new order for the product you truly want. We can ship the new package immediately while processing the return, reducing your waiting time.)
3.Return Instructions
Different return scenarios are explained as follows:
3-1) Damaged/defective at delivery
3-2) Incorrect product quantity
3-3) Missing parts
3-4) Defective product
3-1) Explanation of receiving damaged products
For damaged/defective delivery, we require pictures or videos of the defect/damage for processing returns/refunds and we might need to confirm with carriers at the same time. Once the situation is clear, the customer will be able to choose whether to return or exchange the product at no additional cost. Please contact our customer service to report this issue promptly within 5 days after delivery. (Note: Store credit will not be issued for items not reported in a timely manner. )
3-2, 3, 4) Explanation of incorrect product quantity, missing parts, defective products received
Please rest assure, if the customer receives an incorrect quantity of products, missing parts, or defective products, please contact SuperHydro with the order details and received product pictures. Once confirmed an error has being made, SuperHydro will arrange the reshipment for free ASAP.
Please note: After your return/refund request is approved, please return the product within 7 working days. Please do not send returns to the sender's address on the package that you received. Our warehouse return address is: 1 COAN PL, METUCHEN, NJ 08840,United States
Please keep in touch with our customer service representative until your request is fully resolved. We will no longer accept returns if you miss the 30 days return window.
4.Refund Process
Refunds will be granted once we've received and inspected the eligible return item. Due to high warehouse volume, please allow us 48 hours after receiving the returned product for return processing.
After the refund is completed, you will automatically receive an email containing the refund amount and refund ID. Refunds to your original payment method will be made within 5 business days upon receiving the returned item or cancellation request. If you don't receive your refund 14 days after returning the product, please email us immediately at service@super-hydro.com. Please kindly understand the exact time of receiving the funds depends on your bank's processing time.
5.Repackaging Instructions:
When your return/exchange is approved, we will confirm with you if the packaging meets our requirements.
For safe and efficient returns, all products should be packed using the original packaging for secure transportation. SuperHydro is not responsible for any losses due to improper packaging leading to returns.
6.Non-eligible for returns
6-1) Damaged due to negligence.
6-2)Damaged due to unauthorized modification of the product.
6-3)Damage caused by natural disasters.
6-4)Damage caused by natural wear of parts designed to wear out.
6-5)Products got stolen or lost after delivery.
6-6)Items that are worn, washed, damaged, labels, packaging, or hygiene labels torn or incomplete.
6-7)Free gifts or special clearance items.
6-8)Customized products.
Note: We do not accept returns of hazardous materials, flammable liquids, or gases. If you have any questions or concerns about specific items, please contact us.
We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, please don't hesitate to contact the SuperHydro Customer Service team.
