Refund policy
HYDRO LAB RETURNS & REFUNDS POLICY
Last updated: September 2026
At HYDRO LAB, we want you to be happy with your purchase.
We take care to ensure that our skincare products are supplied to you in excellent condition. However, we understand that there may be occasions when you wish to return an order or when something has gone wrong.
This Returns & Refunds Policy explains your rights, how to request a return and how we deal with refunds, damaged products and other order issues.
This policy should be read alongside our Terms & Conditions and Shipping & Delivery Policy.
Nothing in this policy affects your statutory rights under UK consumer law.
CHANGING YOUR MIND
If you are a UK consumer who purchases from us online, you will generally have a legal right to change your mind and cancel your contract within 14 days after receiving your goods, subject to certain exceptions.
You do not need to give us a reason for cancelling.
To exercise your right to cancel, you must tell us clearly that you wish to cancel within the applicable 14- day cancellation period.
Please contact:
Email: info@hydrolab.org.uk
Please include: your full name; your order number; the product or products you wish to return; and confirmation that you wish to cancel and return them.
If your order contains multiple products delivered separately, the cancellation period will generally run from the day you receive the final item covered by that order.
RETURNING PRODUCTS AFTER CANCELLATION
Once you have notified us that you are cancelling an eligible order, you must return the products to us within 14 days of notifying us of your cancellation.
Unless we tell you otherwise, returns should be sent to:
HYDRO LAB / Foster Group Ltd
2 Wareing Road, Fazakerley, Liverpool, L9 7AU
United Kingdom
Please contact us before sending your return so that we can provide any relevant return instructions.
We recommend obtaining proof of postage and keeping it until your return has been completed.
SKINCARE, COSMETICS & HYGIENE-SEALED PRODUCTS
Some skincare and cosmetic products may be supplied with a seal for health-protection or hygiene
reasons.
Where a product is sealed and is not suitable for return for health-protection or hygiene reasons, your statutory right to change your mind may cease once that seal has been broken after delivery, where the legal hygiene exception applies.
For this reason, if you are considering returning a skincare or cosmetic product because you have changed your mind, please do not: break or remove a hygiene or protective seal; open the product where doing so breaks such a seal; use the product; or otherwise handle it beyond what is reasonably necessary to establish its nature and characteristics.
This restriction relates to change-of-mind returns only.
It does not remove your statutory rights if a product is faulty, damaged, not as described or otherwise does not conform to the contract.
CONDITION OF CHANGE-OF-MIND RETURNS
Products returned because you have changed your mind should be returned in good condition and, where applicable, with their original packaging.
You may inspect a product in a way that would reasonably be permitted in a shop.
Where the value of a returned product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.
Where the hygiene exception described above applies because an appropriate seal has been broken, the statutory change-of-mind right may no longer apply to that product.
RETURN POSTAGE FOR CHANGE-OF-MIND RETURNS
Unless we state otherwise, you are responsible for the direct cost of returning products when you are exercising your right to change your mind.
You should package returned products securely to help prevent damage during transit.
We recommend using a tracked or otherwise appropriately evidenced postal service and retaining proof of postage.
This section does not apply where a product is faulty, damaged, incorrect or not as described and the law requires us to bear the relevant return costs.
FAULTY OR NOT-AS-DESCRIBED PRODUCTS
All products supplied by HYDRO LAB must meet the standards required by applicable UK consumer law.
Products must, where applicable, be: of satisfactory quality; fit for their intended purpose; and as described.
If you believe a product is faulty, defective, unsafe, not as described or otherwise does not meet the required legal standards, please contact us at:
info@hydrolab.org.uk
Please include your order number and an explanation of the problem.
Where useful, we may ask you to provide photographs of the product, packaging, batch information or damage to help us investigate.
Your legal rights in relation to faulty or non-conforming products are separate from the 14-day change-of-mind rights described above.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair,replacement or price reduction.
DAMAGED PRODUCTS
If your HYDRO LAB order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
your name; order number; details of the damaged product; and photographs of the product and delivery packaging where reasonably possible.
Please retain the damaged product and packaging until we advise you whether they are required for investigation or return.
Where the product has been damaged before responsibility for it passed to you, we will provide an appropriate remedy in accordance with your statutory rights.
INCORRECT PRODUCTS
If we have sent you a product that you did not order, please contact us as soon as reasonably possible at:
info@hydrolab.org.uk
Please provide your order number and details of the incorrect item.
We will arrange the appropriate solution, which may include sending the correct product and arranging return of the incorrect product at our expense.
MISSING PRODUCTS
If an item is missing from your order, please first check your dispatch information because larger orders may occasionally be sent in more than one parcel.
If an item is still missing, contact:
info@hydrolab.org.uk
Please include your order number and details of the missing item.
We will investigate and arrange an appropriate resolution.
ADVERSE REACTIONS & SKIN SENSITIVITY
Individual skin can respond differently to skincare and cosmetic ingredients.
An individual preference, dislike of a product's texture, fragrance, appearance or feel, or a product notproducing the particular cosmetic result you hoped for does not automatically mean that the product is faulty.
If you experience a significant or unexpected reaction, discontinue use of the product and seek appropriate medical advice where necessary.
Please also contact us at info@hydrolab.org.uk with:
your order number; the name of the product; details of the reaction; when the product was used; photographs where appropriate; and the product batch number where available.
We may request further information so that the matter can be appropriately assessed and, where relevant, recorded or escalated in accordance with applicable cosmetic-product requirements.
Nothing in this section affects your statutory rights where a product is faulty, unsafe or otherwise fails to meet applicable legal requirements.
ALLERGIES & INGREDIENTS
Customers are responsible for reviewing the ingredient information provided with a product before use, particularly where they have a known allergy or sensitivity.
Where you have a known allergy, sensitivity, medical condition or concern regarding an ingredient, you should seek appropriate professional advice before using the product where necessary.
A reaction caused by an individual sensitivity does not automatically establish that a product is defective.
However, we take reports of suspected adverse reactions seriously and encourage customers to contact us so that we can appropriately investigate.
REFUNDS FOR CANCELLED ORDERS
Where you validly exercise your statutory right to cancel an eligible online order, we will refund the payments we are required to refund under applicable consumer law.
This will generally include:
the price paid for the returned eligible products; and the cost of our least expensive standard delivery service where the whole qualifying order is cancelled.
If you selected an enhanced or more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Where only part of an order is returned, the treatment of the original delivery charge will depend on the circumstances and applicable law.
WHEN REFUNDS ARE MADE
For eligible change-of-mind returns, we will issue the refund within the period required by law.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first, where the law permits us to do so. Where no goods need to be returned, we will process the refund within the applicable legal timeframe.
HOW REFUNDS ARE PAID
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed and permitted by law.
The time taken for a refund to appear in your account after we process it may depend on your bank or payment provider.
PROMOTIONAL PRODUCTS & FREE GIFTS
If you return products that formed part of a promotion, bundle or offer, the value of your refund may be calculated to reflect the terms of that promotion where legally permitted.
Where a free gift was provided because an order met a qualifying spend or promotional condition, we may ask for the free gift to be returned if the return means that the original order would no longer have qualified for it.
If the promotional gift has been used, opened or cannot be returned, we may adjust the refund where legally permitted and where the promotional terms clearly provided for this.
This does not affect your statutory rights.
BUNDLES & SETS
Where products are sold together as a set or bundle, we may require the complete bundle to be returned when you are exercising a change-of-mind right in respect of the bundle.
This does not affect your statutory rights where an individual product within a bundle is faulty or otherwise does not conform to the contract.
GIFT CARDS
Gift cards and vouchers are subject to any specific terms displayed when purchased.
Nothing in those terms will affect any rights that cannot legally be excluded.
PRODUCTS PURCHASED FROM ANOTHER RETAILER OR STOCKIST
This Returns & Refunds Policy applies to products purchased directly from the official HYDRO LAB website. If you purchased a HYDRO LAB product from an authorised salon, clinic, retailer, marketplace or other stockist, please contact the business from which you made the purchase regarding the return or refund. Their own returns policy and your applicable statutory rights will apply to that transaction. If you have a concern about the authenticity, quality or safety of a HYDRO LAB product purchased elsewhere, you may still contact us at info@hydrolab.org.uk.
PROOF OF PURCHASE
We may ask for reasonable proof of purchase when processing a return, refund or replacement.
For website orders, your order number or order-confirmation email will normally be sufficient.
RETURNING PRODUCTS SAFELY
Please package returned products securely.
Where a product has leaked or been damaged, please contact us before posting it so that we can advise you appropriately.
Please do not intentionally send products in a condition that could present an avoidable risk to postal, courier or HYDRO LAB personnel.
YOUR STATUTORY RIGHTS
Nothing in this Returns & Refunds Policy excludes, restricts or replaces your statutory rights. UK consumers have legal rights in relation to goods that are faulty, not as described or otherwise fail to meet the standards required by law. These rights are separate from the statutory right to change your mind when purchasing eligible goods online.
CHANGES TO THIS POLICY
We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products, website or applicable law. The latest version will be published on our website together with the date it was last updated.
Any changes will not remove statutory rights relating to orders already placed.
CONTACT US
If you would like to request a return or have a question about a refund, damaged product or order, please contact:
HYDRO LAB / Foster Group Ltd
2 Wareing Road, Fazakerley, Liverpool, 7L9 7AU
United Kingdom
Email: info@hydrolab.org.uk
Telephone: 07961 789484
Website: hydrolab.org.uk
Please include your order number when contacting us about an existing order.