Last updated: August 21, 2026. We want you to love what you ordered. If something is not right, this policy explains how returns, exchanges and refunds work at Hydro Online (KJB LLC). It is written to be fair and easy to follow — if you are ever unsure, just email us at support@hydroonline.store and we will help.
Our 30-day return window
You may return most items within 30 days of delivery. To be eligible, an item should be unused, in its original condition, and in its original packaging where possible. A few categories cannot be returned for hygiene or safety reasons once opened — see “Non-returnable items” below.
How to start a return
Please do not ship anything back before contacting us. Email support@hydroonline.store with your order number and the item you would like to return, and tell us whether you would prefer a refund or an exchange. We will reply with a return authorization and step-by-step instructions, including the address to send it to. Returns sent without prior authorization may be delayed.
Return shipping costs
If the return is because of our error — a wrong, damaged or defective item — we cover the return shipping and there is no cost to you. If you are returning an item for another reason (for example, you changed your mind), you are responsible for the return shipping cost, and the original shipping charge is non-refundable. We recommend using a tracked service, as we cannot process a refund for an item that does not reach us.
Refunds
Once we receive your return, we inspect it and email you to confirm. If it is approved, we issue your refund to the original payment method within 5 to 10 business days. Depending on your bank or card issuer, it can take a few additional days for the refund to appear on your statement. Refunds cover the price of the returned items; original shipping is refunded only when the return is due to our error.
Exchanges
The fastest way to get a different item, size or color is to return the original for a refund and place a new order. If you would prefer a direct exchange, let us know and we will arrange it where stock allows.
Damaged or defective items
If your order arrives damaged, or an item is defective, email us within 7 days of delivery with your order number and a photo of the item and its packaging. We will send a replacement or issue a full refund at no cost to you — and we will always cover the shipping in these cases. Please keep the original packaging until the matter is resolved, as the carrier may ask to inspect it.
Non-returnable items
For hygiene and safety, the following cannot be returned once opened or used: replacement filter cartridges and water-filtration media, straws and mouthpieces, and any item marked “final sale” or “clearance.” Gift cards are also non-returnable. This does not affect your rights if one of these items arrives damaged or defective — those are always covered.
Late or missing refunds
If you have not received a refund you were told to expect, first check with your bank or card issuer, since processing on their side can take extra time. If it still has not appeared after 10 business days from our confirmation email, contact us at support@hydroonline.store and we will track it down.
Order cancellations
If you need to cancel an order, email us as soon as possible. If it has not yet shipped, we will cancel it and refund you in full. If it has already shipped, please follow the return process above once it arrives.
Questions
Our goal is a fair, hassle-free resolution every time. If any part of this policy is unclear, email support@hydroonline.store — a real person on our Austin team will help.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, we are glad to help with a return or exchange — email us and we will arrange a gift credit or replacement once the item is received, so the original purchaser is not involved unless you prefer otherwise.
Sale and clearance items
Items marked “final sale” or “clearance” are sold at a reduced price and cannot be returned for a refund unless they arrive damaged or defective, in which case they are fully covered like any other item. The product page will always tell you clearly if an item is final sale before you buy.
After the 30-day window
Our 30-day window covers change-of-mind returns. Separately, if a product develops a fault through normal use after that window — a filter housing that cracks, a lid seal that fails — reach out anyway. We look at these case by case and will often replace the part or the item, because we would rather keep you as a customer than hide behind a date.