INTRODUCTION
Business & Leisure Solutions Pty Ltd ABN 97600277852 trading as HYDRO AT HOME is strongly committed to offering a safe and assured shopping experience for all of our Customers both in-store and online. To this end, we strongly recommend reading our warranty policy before buying, as well as doing adequate research about the warrantable periods relating to the products that you are buying to make sure you are getting the right solution for your needs.
The following policies apply to all HYDRO AT HOME Customers and users and conforms to Internet privacy standards.
WARRANTY POLICY
Warranty Claims
Warranty claims in most instances will be handled by the manufacturer’s agents in the customers home state.
Warranty is subject to change as some manufacturers decide the warranty process for their particular products.
Warranties only apply to goods supplied within Australia for personal use.
Lamps & Bulbs are warranted for 1 month from the date of purchase, not from when they are put into use.
Customers must read or check the warranty terms to ensure which products are entitled to what warranty.
Warranty Coverage
The warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of God are not covered by warranty.
What Happens Next?
When an item is returned it will be inspected by HYDRO AT HOME or the manufacturer to confirm its eligibility for a warranty claim. Once deemed as a warranty issue it will be classified by HYDRO AT HOME or the manufacturer as either a minor or major fault.
- In the case of a minor fault, the item will be repaired or replaced
- In the case of a major fault, the item will be either replaced or refunded
No Warrantable Fault Found
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer will be at the customer’s expense. Alternatively, the customer can make their own shipping arrangements to return the item at their expense.
Warrantable Fault Found
If a product is found to be faulty under warranty, after investigation and approval, Hydro at Home will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
- Depending on the type and extent of the damage Hydro at Home may decide;
- To send the customer spare parts
- In the case of a minor fault, the item will be repaired or replaced
- In the case of a major fault, the item will be either replaced or refunded
Warranty Returns Process
In the event that you should need to consider a return or exchange you should first contact us to seek direction as to the best way of resolve. This ensures that all warranty returns are dealt with as quickly as possible. Failure to adhere to these instructions may result in delays in processing your warranty or potentially additional costs.
Step 1: Contact Hydro at Home for Return Instructions to start a return, you should contact us:
By email grow@hydroathome.com.au
By our Contact Us page
Customers may be required to arrange shipping or delivery of the item/s to be applicable for a warranty claim.
Step 2: Address and repackage the item/s securely to avoid any damage in shipping
Step 3: Item/s put into transport and tracking details sent to return address
Step 4: Item/s received into the return address warehouse and item/s condition checked
Step 5: Upon item/s confirmed warranty will be processed
SHIPPING AND ONLINE ORDERS POLICY
The following shipping and online orders policy applies to all online HYDRO AT HOME Customers and users, and conforms to Internet privacy standards.
Shipping and freight
A Flat Shipping Rate of 17% of the total purchase value applies to all regions in Australia and is charged at the checkout on all applicable online orders as a delivery fee. Online orders are delivered to addresses in Australia Only.
You must supply a street address for the delivery of Items as couriers cannot deliver to PO Boxes. In some cases, including small towns, the delivery will go to the nearest depot or a designated collection point in the closest town.
All orders are shipped with ATL (Authority to Leave) using our choice of post or courier and
you can specify a safe place to leave the delivery at your address during the checkout process.
Delivery Times After Dispatch (Approximate Guide Only)
Hydro at Home aims to have most orders dispatched within 48 hours of placing your order. Orders consisting of in-stock items – Items marked as “In Stock” are processed as quickly as possible to get them out of the warehouse and on their way to you. Delays can occur during peak buying periods. Should there be an extended delay with sending your order you will be notified as soon as possible.
- NSW / QLD / VIC METRO 1 – 4 DAYS
- NSW / QLD / VIC COUNTRY 2 – 8 DAYS
- SA / TAS 2 – 7 DAYS
- WA / NT 5 – 12 DAYS
All delivery time frames are approximate and are subject to variables outside of our control. If you have a specific delivery deadline please contact us and we will make arrangements with you wherever possible to meet your requirements.
Express Post Options
We may offer Express Post options on some of our products. It does not guarantee priority dispatch. Express Post generally means the transit time is less once an order has left us.
Delivery Addresses & Authority to Leave (ATL)
All orders are shipped with ATL (Authority to Leave).
Deliveries are generally made Monday to Friday, 9 am to 5 pm. In peak delivery times this may include Saturday deliveries. As such we recommend you use an address where you, or someone you designate, will be available to access the delivery as soon as possible as all orders are shipped with ATL (Authority to Leave) using our choice of post or courier and you can specify a safe place to leave the delivery at your address during the checkout process.
Where possible, we always recommend you;
- Provide any specific delivery instructions (I.E. Battleaxe Block or White House)
- Specify a safe place to leave the delivery at your address
If an address cannot be found your parcel/s will be taken back to the depot and a card will be left to organise alternative arrangements. Re-delivery can usually be arranged, however, this will normally incur an additional charge at your expense.
Business Shipping Addresses
Please include the name of the business on your order if having your order delivered to a business address. Please also include the times in which the business can accept your delivery in the delivery instructions box when creating your order. This greatly assists the courier with your delivery so that your order can reach you as smoothly as possible.
Delivery Methods
Business & Leisure Solutions Pty Ltd ABN 97600277852 trading as HYDRO AT HOME have accounts with several wholesale goods distributors across Australia from which we may choose to drop ship and despatch orders as well as goods that will be packed and despatched from the store. All entities utilise national delivery companies including (but not limited to): AusPost, Toll, Main Freight and Couriers Please to deliver our products around Australia.
The services available and used for your order will depend on the destination, size, and weight of the items and delivery time frames.
PO Box & Parcel Locker Deliveries
We cannot ship to Post office Boxes or Parcel Lockers. Please provide a residential address or business address for all deliveries. Courier services will not deliver to a Post Office for you. Please always include a legitimate business or residential address for delivery to make sure the package is not returned to us.
Failure to include a legitimate business or residential address for delivery may incur a return
shipping cost at the customer’s expense. This cost will be deducted from any credit or refund amount.
International Delivery
Currently, we do not ship internationally. Delivery is available within Australia only.
Pre-Ordered Items
Items that are listed on our site as Pre-Order Available will automatically be placed on back order.
If you choose to Pre-Order these items and other IN Stock items in the same order – we will dispatch the entire order when your Pre-Order arrives. If this is not suitable, please place two separate orders.
Back-Ordered Items
Items that are listed on our site as on Back-Order or Back-Order Available will be fulfilled as soon as stock becomes available to despatch. If you choose to Back-Order items and purchase other IN Stock items in the same order – we will dispatch the entire order when your Back-Order arrives. If this is not suitable, please place two separate orders.
Stock Availability
The availability of stock shown is based on real time stock holdings and warehouse stock levels.
Cancelling An Order
In the first instance that you wish to cancel your online order, please contact the Hydro at Home Online Team via phone (02) 4571 1620 or email (grow@hydroathome.com.au) with your customer details. Prior to your order starting processing through the warehouse, the Hydro at Home team are happy to cancel your order for a full credit or refund except in the case of Special Order Items. For orders that are being processed or have been dispatched from the warehouse but have not yet been received, we will have to organise a return through the delivery service in which your order was sent. Please note that as the item/s have already been processed in our system or left our warehouse, there may be a return shipping cost at the customer’s expense. This cost will be deducted from your credit or refund amount once we have received the item/s back into our warehouse. To determine the return shipping fee, please contact the Hydro at Home team using the methods above. For online orders that have already been received and you would like to return, please see details of our Returns Policy.
Shipping and freight – EXCLUSIONS
We are unable to deliver to PO BOX addresses.
Anything classifies as ‘Dangerous Goods’ products like pH up & pH Down solutions.
Bulky or palletised orders (without prior arrangement).
REFUND POLICY
Returns and Refunds
HYDRO AT HOME offers a 7 days return policy for eligible returns. This means you have 7 days from purchasing or from receiving your online order to request a return. To be eligible for a return your item must be:
- Within 7 days from purchasing or from receiving your online order
- In the same condition that you received it
- Unworn or unused, with tags, and in its original packaging
- Validated with the original receipt or proof of purchase Hydro at Home may consider return or refund claims after this time where the Customer;
-Is responsible for return shipping and freight costs and,
-Will be charged a restocking fee of 20% of the product price deducted from any refund due
After this time items are covered by the relevant manufacturer’s warranty and any warranty process with respect to Australian Law.
Change of Mind
In the case of “Change of Mind” HYDRO AT HOME may consider a 14 days return policy. Consideration will be given to “Change of Mind” claims as long as your in store purchase or the time from receiving your online order:
- Does not exceed 14 days
- Is in the same condition that you received it
- Is unworn or unused, with tags, and in its original packaging
- Is validated with the original receipt or proof of purchase Hydro at Home may consider “Change of Mind” claims after this time where the Customer;
-Is responsible for return shipping and freight costs and,
-Will be charged a restocking fee of 20% of the product price deducted from any refund due
Exceptions and Non-returnable Items
Certain types of items are classified as exceptions and cannot be returned, which are including and not limited to;
- Perishable goods (such as Co2 Bags, Plants and Mushroom Kits)
- Custom products (such as Special Orders, Gro Gullys or Non-Standard in-store items)
- Discontinued, clearance or end of line products, hazardous materials, flammable liquids, or gases.