Contact us

For help with a return or product issue, email info@hydratrail.com with your order number or other proof of purchase and a description of the issue. Please contact us for return instructions so your parcel reaches the right place. This process does not limit your statutory rights.

Faulty, damaged or incorrect products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If an item arrives damaged, is incorrect or develops a fault, contact us so we can assess the issue and arrange the appropriate remedy. Photos may help with assessment. If we confirm a product problem covered by your consumer rights, we will reimburse reasonable return postage costs. Keep your postage receipt.

Change of mind

We do not offer returns for change of mind. This does not affect your rights under the Australian Consumer Law or other applicable consumer laws.

Refunds

Approved refunds are returned to the original payment method. Your payment provider’s processing time may affect when the funds appear in your account.