Refund policy

This return and refund policy applies to purchases made in the online store drinkhydraw.com.

Seller:
Hydraw, MB
Company code: 307489632
VAT number: LT100019746211
Address: Ievų g. 5, Pyplių k., LT-53456 Kauno r.
Email: hello@drinkhydraw.com

1. General information

We want you to be satisfied with your purchase. If you received an incorrect, damaged, or defective item, please contact us at hello@drinkhydraw.com, and we will review the situation as quickly as possible.

Because the store sells consumer goods, including electrolyte powders, returns are subject to special rules under the laws of the Republic of Lithuania. For online purchases, consumers generally have the right to withdraw from the contract within 14 days, but exceptions apply to this right, including perishable products and sealed hygiene or health protection goods if their packaging has been opened after delivery.

2. Returns for items of satisfactory quality

If an item is of satisfactory quality, a consumer making an online purchase may, in most cases, exercise the right to withdraw from the contract within 14 calendar days, with the period starting on the day after the item is received. The item must be unused, undamaged, and retain its commercial appearance and original packaging to the extent necessary for a normal inspection.

However, please note that opened, unsealed, or otherwise compromised consumer goods, including electrolyte powders, generally cannot be returned when, due to health protection, hygiene, or the nature of the product, they can no longer be safely placed back on the market. VVTAT clearly states that exceptions also apply to online purchases, and the list of those exceptions is set out in Article 6.228(10) of the Civil Code.

Because of this, we accept returns of items of satisfactory quality only when:
the item is unopened, unused, and the original packaging is intact;
proof of purchase is provided;
the return request is submitted within 14 calendar days from the date the item was received.

3. Defective, damaged, or incorrectly delivered items

If you received a defective, damaged, incorrect, or different item than the one you ordered, please contact us at hello@drinkhydraw.com as soon as possible after receiving the shipment.

In that case, we will ask you to provide:
the order number;
a description of the issue;
photos of the item and, if relevant, the packaging;
proof of purchase.

Under Lithuanian law, a consumer who receives a defective item may request that it be repaired or replaced, and in certain cases, may request a proportionate price reduction or terminate the contract and receive a refund. By law, the seller is liable for non-conformity in the quality of goods discovered within two years from delivery of the item.

4. How to submit a return request

If you would like to submit a return or refund request, please email us at hello@drinkhydraw.com.

Please include in your email:
your full name;
the order number;
the item you would like to return;
the reason for the return;
your bank account details, if needed to process the refund.

If the return is eligible, we will provide further instructions.

5. Return conditions

The returned item must be packaged securely. We reserve the right to refuse a return if it is determined that the item was opened, used, damaged, stored improperly, or can no longer be returned due to the nature of the product.

The buyer must have and provide proof of purchase. VVTAT states that legitimate consumer claims are handled upon presentation of a purchase document, so we recommend keeping it.

6. Refunds

If a return is approved under applicable law, the refund will be issued using the same payment method that was used for the original payment, unless otherwise agreed.

If the return is made by exercising the right to withdraw from a distance contract and the return is lawful, the consumer has the right to recover the amount paid for the item and its delivery. At the same time, VVTAT states that the cost of shipping the returned item back is borne by the consumer, unless the returned item is defective or the seller indicates otherwise.

Refunds are processed within a reasonable period after:
we receive the returned item; or
we receive proof that the item has been sent back, where applicable.

7. When refunds are not issued

Refunds are not issued if:
the item has been opened, used, or damaged, and due to its nature can no longer be returned;
proof of purchase is not provided;
it is determined that the item was damaged due to improper storage, use, or other reasons beyond the seller’s control;
the return does not meet the conditions established by the laws of the Republic of Lithuania.

8. Contact

If you have any questions about returns or refunds, please contact us:

Hydraw, MB
hello@drinkhydraw.com
drinkhydraw.com