Refund policy
SHIPPING, DELIVERY & RETURNS POLICY
Delivery
We currently ship orders in Australia and The United States (On Hold), United Kingdom, New Zealand. Orders are typically processed and dispatched within 1-2 business days of purchase. Deliveries to some locations may require additional time.
We are not responsible for any delays, loss, or damage caused by postal or courier services once an order has been shipped. Please ensure your delivery address and contact information are accurate at checkout to avoid delays or undelivered packages.
If your package goes missing, our team will do our best to assist, but responsibility for lost parcels ultimately lies with the delivery carrier.
If your order arrives damaged, incomplete, or incorrect, please contact us immediately at hello@drinkhyro.com with your order number and photos of the issue so we can make it right.
RETURNS & REFUND POLICY
We have a 30-day money back guarantee policy, which means you have 30 days after receiving your first order to request a return or refund.
To start a return or refund, contact us at hello@drinkhyro.com. Once your return is accepted, we’ll provide a return shipping address and instructions on how to send your package. Items sent back without prior approval will not be accepted. All customers are required to pay the return shipping for their order.
You can always reach us at hello@drinkhyro.com for any return or refund questions.
1. RETURNS FOR HYRO PRODUCT
We’re confident you’ll love Hyro, but if you’re not satisfied, we’ll happily review your return request under our satisfaction first purchase policy (30 Day Money-Back Guarantee)
To qualify:
- Must be a first time purchase for either the customer details on file or delivery address
- Products must be in their original packaging.
- You may have used no more than two sachets total, or
- For Variety Packs, you may have tried no more than three flavours.
The 30-Day Money-Back Guarantee applies to one order per person and your first order only. Individuals found to be misusing the guarantee or any promotional offer may be restricted from making further purchases and will not be eligible for additional refunds from our guarantee. The Money Back Guarantee does not include any Merchandise Products or Promotional Gifts.
Money-Back refunds are not provided for products returned after 30 days or those that exceed the usage limits above. Promotional gifts, samples, and sale items cannot be returned.
2. RETURNS FOR HYRO MERCHANDISE (Apparel, Bottles & Accessories)
To be eligible for a return, your Hyro merchandise must be:
- Unused and unworn
- In its original packaging
- In the same condition that you received it
For apparel returns, all associated shipping costs are the responsibility of the purchaser. Please contact help@drinkhyro.com for the return address before sending back any merchandise.
DAMAGES & ISSUES
Please inspect your order upon arrival and contact us immediately if any item is defective, damaged, or incorrect so we can evaluate the issue and make it right. We may request photos of the product and packaging to help us process a replacement or refund quickly.
EXCEPTIONS / NON-RETURNABLE ITEMS
The following items are not eligible for return:
- Custom or personalized products
- Promotional gifts or samples
- Clearance merchandise items
If you’re unsure whether your item qualifies for return, please contact hello@drinkhyro.com before sending it back.
EXCHANGES
The fastest way to ensure you receive the correct item is to return your existing order and place a new order once your return has been approved.
AUTOSHIP FIRST CUSTOMER OFFER
By selecting AutoShip at checkout, you agree to be enrolled in Hyro’s subscription AutoShip program. AutoShip orders will automatically repeat every 30 days, unless paused, skipped or cancelled by the customer and we will only send the same quantity of products as your initial purchase.
The 50% off offer applies to new customers on their first AutoShip order only. Each new customer will also receive one (1) complimentary Hyro bottle valued at $35 and free standard shipping on that first order.
You may pause, skip, or amend your order amount our AutoShip at any time through your customer portal at anytime. There is a 10-day hold window before cancellation to allow for fulfilment, delivery and trial of the product, and to prevent misuse of promotional offers.
Offer available for a limited time and subject to change. One redemption per customer.
You can cancel your subscription by logging into your Hyro account at:
https://drinkhyro.com/a/account/login
Once cancelled, no further charges or shipments will occur. By subscribing to Hyro, you agree to this policy and the cancellation terms above.
HOW TO SEND A RETURN
If your return request has been approved by our team, please follow these steps:
- Wait for your return instructions – you’ll receive an email from hello@drinkhyro.com containing your return shipping label and the return address.
- Prepare your return – repack your items securely in their original packaging. Include your order number or a copy of your order confirmation inside the package.
- For Hyro Product returns: ensure no more than two sachets are used (or three flavours opened in a Variety Pack).
- For Merchandise returns: ensure items are unused, unwashed, and have tags attached.
- Ship the package – attach the label and drop off with the listed carrier. If using your own shipping method, we recommend a trackable service, as Hyro cannot be held responsible for lost return parcels.
- Confirmation & refund – once your return is received and inspected, we’ll notify you by email. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to post the refund.
EUROPEAN UNION – 14-DAY COOLING-OFF PERIOD
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition that you received it — unworn, unused, and in its original packaging — and you’ll need proof of purchase.
REFUNDS
Once we receive and inspect your return, we’ll notify you whether your refund has been approved. If approved, your refund will be automatically processed to your original payment method within 10 business days.
Please note it may take additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at hello@drinkhyro.com
CONTACT
For any questions about shipping, returns, subscriptions, or refunds, please reach out to our team at hello@drinkhyro.com