Refunds &
Returns.
We want every HYDROLAB order to arrive exactly as it should. This policy explains your cancellation, return and refund rights when purchasing from our online store.
Your right to withdraw
For distance purchases where the statutory right of withdrawal applies, you may withdraw from the purchase within 14 days without providing a reason and without incurring a contractual penalty.
For goods, the withdrawal period generally begins on the date you or a third party designated by you receives the product.
You may also notify us of your decision to withdraw before the product has been delivered.
How to request a return
To exercise a return or withdrawal right, please contact HYDROLAB using the contact details provided below and clearly state that you wish to cancel or return your order.
Please include the following information where available:
- Your full name.
- Your order number.
- The product or products concerned.
- The date the order was received.
- The reason for contacting us, where relevant.
A reason is not required where you are exercising a statutory right of withdrawal.
Returning your order
Where a return is legally available, the relevant product should be sent back within the period required by applicable consumer legislation after you notify us of your decision to withdraw.
Products should be returned with all components and packaging reasonably necessary for us to identify and process the return.
We will provide return instructions and, where applicable, information regarding the return carrier when you contact us.
Return shipping costs will be handled in accordance with applicable Turkish distance-selling legislation and the return information provided to you before purchase.
Products that cannot be returned
The statutory right of withdrawal does not apply in circumstances excluded by applicable law.
Depending on the nature and condition of the product, these exceptions may include:
- Products that are liable to deteriorate rapidly or have a short expiry period where the applicable legal exception applies.
- Products whose protective packaging, seal, tape, wrapper or similar protective element has been opened after delivery where returning the product would not be appropriate for health or hygiene reasons.
- Products prepared specifically according to the customer's individual request or personal requirements.
- Any other product or transaction expressly excluded from the statutory right of withdrawal under applicable legislation.
For food, supplement and other ingestible products, please do not open the product, sachet, seal or other protective packaging if you may wish to exercise a withdrawal right.
Damaged, incorrect or defective orders
The rules above regarding voluntary withdrawal are separate from your legal rights where a product is defective, damaged, incorrect or otherwise does not conform to the order.
If your order arrives damaged, incorrect or with an apparent product issue, please contact us as soon as reasonably possible so that we can investigate and provide an appropriate solution.
We may ask you to provide photographs of the outer packaging, shipping label and affected product to help us investigate delivery damage or fulfilment errors.
Nothing in this policy limits the mandatory remedies available to consumers under applicable law.
Refunds
Where you are entitled to a refund, we will process the reimbursement in accordance with the periods and conditions required by applicable consumer legislation.
Unless another method is required or agreed in accordance with law, refunds will normally be made using the same payment method used for the original transaction.
We will not impose an additional fee solely for processing a legally required refund.
Depending on your bank or payment service provider, it may take additional time after we process the refund for the amount to appear in your account.
Cancelled orders
If you contact us before your order has entered the dispatch process, we will make reasonable efforts to cancel it before shipment.
If the order has already been dispatched, cancellation and return will be handled in accordance with your applicable statutory rights and this policy.
Delivery problems
If your parcel appears to be lost, arrives visibly damaged or contains items different from those shown on your order confirmation, please contact us with your order details.
We may need to investigate the shipment with the relevant delivery provider before completing the resolution.
Promotional and discounted products
Products purchased as part of a promotion or at a discounted price remain subject to applicable mandatory consumer rights.
Where several products were sold together as a promotional bundle, the refund calculation may take into account the structure and conditions of that promotion, provided that your statutory rights are not restricted.
Exchanges
HYDROLAB does not guarantee direct product exchanges.
Where an exchange is not operationally available, an eligible return may instead be processed as a refund and a new order may be placed separately.
Contact us about a return
To request a return, refund or assistance with an order, please contact:
Consumer rights
This policy is intended to explain our return process in a clear and accessible way. It does not replace, exclude or reduce any mandatory rights granted to consumers under the laws of the Republic of Türkiye.
If any provision of this policy conflicts with mandatory consumer legislation, the applicable mandatory legal provision will prevail.