Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. There might be specific exemptions to this general rule. These product-specific exemptions will be shown on the respective product site.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as buffer solutions, and sensor membranes cannot be returned. We also do not accept products that have been in contact with pond water, other type of fluids or otherwise have been contaminated. Also, consumables cannot be returned, such a chemical sensors and test stripes.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer without prior consulting with us.
There are certain situations where only partial refunds are granted: (if applicable)
* Products with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 319 Phayathai Road, Chamchuri Square Building, 24th Floor, Unit 24127, Bangkok, 10, 10330, Thailand. Do not send us any item without prior consultation.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: HydroNeo (Thailand) Co., Ltd., 319 Phayathai Road, Chamchuri Square Building, 24th Floor, Unit 24127, Bangkok, 10, 10330, Thailand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over THB 2.000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.