Returns & Exchanges

How to start a return or exchange

Contact us at hi@shophydrae.com with your order number and the item(s) you would like to return or exchange. Do not send items back without first receiving authorization — unauthorized returns will not be accepted.

Returns

We accept returns on eligible items within 30 days of delivery. To qualify, items must be unused, in original condition, with all original tags and labels attached, returned in the original packaging, and accompanied by any promotional items or gifts included with the order. If promotional items are not returned, their retail value will be deducted from the refund.

Returns are subject to a $8.90 processing fee, which covers return shipping and restocking costs. Instead of paying this fee, you may choose to receive the full $8.90 as store credit toward a future purchase. Items that do not meet these conditions may not be eligible for a refund.

Exchanges

We offer exchanges for a different size, color or style within the same 30-day window, subject to availability. Exchanges are free of charge, with no return shipping or restocking fees.

Self-care & personal-care items

For hygiene reasons, self-care and personal-care items (such as gua sha tools, facial rollers and massagers) can only be returned or exchanged if they are unopened, unused and with all seals and protective packaging intact.

European Union – 14-day cooling-off period

If your order is shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days, for any reason and without justification, starting from the day you receive the item. Items must be returned in the same condition you received them: unused, with tags, in original packaging and with proof of purchase. Once you notify us of your intention to return within the 14-day period, you have an additional 14 days to send the item back. Return shipping costs are the responsibility of the customer unless otherwise required by local law; refunds will include the original standard shipping cost (if applicable), in accordance with EU consumer protection laws.

Non-returnable items

Final sale or clearance items, gift cards, opened personal-care items, items showing signs of use or damage, and items returned without original tags or packaging are not eligible for return or exchange. Non-returnable items are clearly marked at the time of purchase.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. Original shipping charges are non-refundable. We recommend using a trackable shipping method, as HYDRAE is not responsible for items lost in transit. HYDRAE may provide prepaid return labels at our discretion; if a prepaid label is provided and the return is not approved upon inspection, the cost of the label may be deducted from any applicable refund.

Refunds

Once your return is received and inspected, we will notify you of the approval status within 3 business days. Approved refunds are issued to the original payment method within a few business days; processing times may vary depending on your bank or payment provider.

Quality claims, damaged or incorrect items

If you receive an item that is damaged, incorrect or not as described, contact us at hi@shophydrae.com with photos as soon as possible after delivery. We may require the item to be returned for inspection before any refund or resolution is issued.

Cancellations

Orders may be cancelled within 24 hours of purchase by contacting us at hi@shophydrae.com. Once an order has been fulfilled and shipped, it cannot be cancelled.