Refund policy

Return & Refund Policy

We want you to be completely satisfied with your order. This policy sets out your rights to return items and how refunds are handled.

14-Day Right to Cancel (Consumer Contracts Regulations 2013)
If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us at james@hydra-line.co.uk with your order number. You then have a further 14 days to return the goods to us.

Returns Conditions
To be eligible for a return, items must be unused, unfitted and in their original, undamaged packaging, with any seals intact. You are responsible for the cost of return postage unless the item is faulty or was sent in error.

Non-Returnable Items
The following cannot be returned or refunded, as they are made or cut to order:
- Bespoke or cut-to-length hydraulic and pressure-wash hose
- Custom-manufactured or refurbished cylinders and rams
- Any parts that have been fitted, installed or used
- Special-order items not held as standard stock

Faulty or Incorrect Goods
If goods arrive faulty, damaged or not as ordered, contact us within 30 days at james@hydra-line.co.uk. We will arrange a replacement, repair or full refund including any return postage costs, in line with the Consumer Rights Act 2015.

Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 14 days. Please note it may take additional time for your bank or card provider to process the refund.

Business / Trade Orders
Orders placed by businesses are not covered by consumer cancellation rights. Trade returns are accepted at our discretion and may be subject to a restocking fee. Please contact us to discuss any trade return.

Contact
Questions about returns? Email james@hydra-line.co.uk or call 01782 658535.