HydroGuard Return & Refund Policy

At HydroGuard, we are committed to providing high-quality filtration products. Your satisfaction is important to us, and we want to ensure you have a clear understanding of our return and refund process.

Please read our policy carefully before making a purchase.

1. Product Compatibility & Pre-Purchase Due Diligence

It is the sole responsibility of the customer to ensure that the HydroGuard product they purchase is compatible with their existing shower or tap setup before completing the purchase. We provide detailed product descriptions, specifications, and installation guides on our website to assist you. We strongly encourage you to:

Review all product specifications: Check dimensions, connection types (e.g., 1/2-inch NPT), and any compatibility notes thoroughly.

Examine your current shower/tap setup: Compare your existing fittings with our product's requirements. We recommend taking photos or measurements if you are unsure.

Contact our customer support: If you have any doubts about compatibility, please reach out to us before purchasing. Our team is here to help clarify any questions you may have.

Returns will generally not be accepted due to incompatibility if the necessary pre-purchase due diligence was not performed by the customer.

2. Installation Requirements

Our HydroGuard shower filters are designed for straightforward, tool-free installation.

Hand-Tightened Installation Only: The installation of all HydroGuard filters requires hands-only tightening. The use of any tools (e.g., wrenches, pliers) during installation is strictly prohibited and can cause damage to the product, your plumbing, or both.

Adherence to Step-by-Step Instructions: Customers must follow the provided step-by-step installation instructions precisely. Failure to follow these instructions may lead to improper installation, leaks, or product damage.

HydroGuard will not be liable for product damage, leaks, or any issues arising from installations where tools were used, or where the provided instructions were not followed correctly.

3. Damaged Appliances & Liability

HydroGuard is not liable for any damage to existing plumbing, shower fixtures, or other household appliances that may occur during or after the installation of our products. It is the customer's responsibility to ensure their existing plumbing is in good working condition before installation.

4. Returns Due to Suspected Incompatibility/Defect

If you believe your HydroGuard product is genuinely incompatible despite your pre-purchase checks, or if you suspect a manufacturing defect, you may be eligible for a return within 30 days of the delivery date. To initiate a return request:

Contact Customer Support: Please email us at info@hydroguardstore.com with your order number and a detailed explanation of the issue.

Provide Evidence: We will require you to provide clear photographs or videos of your shower/tap setup and the HydroGuard product you attempted to install. This is crucial for us to assess the situation and verify the reported incompatibility or defect. We reserve the right to request the return of the product for physical inspection before approving any refund or exchange.

Condition of Returned Product: The product must be returned in its original condition, including all parts, packaging, and documentation. Products showing signs of damage due to improper installation (e.g., tool marks, stripped threads from over-tightening) will not be eligible for a refund or exchange.

5. Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 business days.

Shipping costs for returns are the responsibility of the customer, unless the return is due to a verified manufacturing defect.

6. Non-Returnable Items

Products damaged due to customer misuse, improper installation (including the use of tools), or failure to follow instructions.

Products returned more than 30 days after delivery.

Products not purchased directly from HydroGuardstore.com.

Used filter cartridges (unless a defect is proven).

7. Exchanges

We only replace items if they are defective or damaged due to a manufacturing fault. If you need to exchange it for the same item, send us an email at info@hydroguardstore.com