Refund & Returns Policy

Last Updated: 28 October 2025
Business Name: Pure HydroIQ
Website: https://www.purehydroiq.com
Email: akashrana1712@gmail.com
Address: Mauritius

1. Overview

At Pure HydroIQ, we strive to ensure that every customer is completely satisfied with their purchase.
This Refund & Returns Policy outlines your rights and the procedures to follow if you wish to return, exchange, or request a refund for any product purchased from our website.

By purchasing from https://www.purehydroiq.com, you agree to this policy.

2. Eligibility for Returns

You may return your product within 7 days of receiving it, provided that:

  • The product is unused, unopened, and in its original packaging.
  • You can provide a valid proof of purchase (invoice, order confirmation, or receipt).
  • The product is not damaged due to misuse or negligence.

Items that do not meet these conditions will not be eligible for a refund or exchange.

3. Non-Returnable Items

Certain items cannot be returned for hygiene or safety reasons, including:

  • Products that have been opened or used
  • Items damaged after delivery (unless due to a manufacturing defect)
  • Promotional, clearance, or discounted items

Please contact us before sending back any item to confirm eligibility.

4. Defective or Damaged Products

If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at akashrana1712@gmail.com with:

  • Your order number
  • Photos of the product and packaging

Once verified, we will arrange for a replacement or full refund, depending on your preference and stock availability.
Shipping costs for defective or incorrect items will be fully covered by Pure HydroIQ.

5. Return Process

To initiate a return:

  1. Email us at akashrana1712@gmail.com with your order number and reason for return.
  2. Wait for our confirmation and return instructions.
  3. Package the item securely in its original packaging.
  4. Ship the product to the address provided in our return confirmation email.

Please note:

  • Customers are responsible for return shipping costs unless the product is defective or incorrectly supplied.
  • We recommend using a trackable courier service. We are not responsible for lost or undelivered return parcels.

6. Refund Process

Once we receive and inspect your returned item, we will notify you via email.
If approved, your refund will be processed within 10–14 working days to your original method of payment.

Refunds are not granted if:

  • The return request is made after the 7-day return window;
  • The item has been used, damaged, or altered;
  • The product is missing parts, packaging, or accessories.

Partial refunds may be granted in cases of minor wear or incomplete returns, at our discretion.

7. Exchange Policy

If you wish to exchange a product (for example, for a different color or model), please contact us within 7 days of receiving your order.
Exchanges are subject to stock availability.
If the desired item is out of stock, a refund will be issued instead.

8. Late or Missing Refunds

If you have not received your refund after 14 working days:

  1. Check your bank or card statement again.
  2. Contact your bank or payment provider; processing delays may occur.
  3. If you have done all this and still have not received your refund, please email us at akashrana1712@gmail.com.

9. International Orders

For international customers, return and exchange policies remain the same, but please note that:

  • International shipping and customs fees are non-refundable.
  • Return shipping costs and customs duties are the responsibility of the customer (unless due to our error).

10. Warranty

All Pure HydroIQ smart water bottles are covered by a 6-month limited warranty against manufacturing defects.
This warranty does not cover:

  • Accidental damage or misuse
  • Normal wear and tear
  • Damage due to liquid exposure caused by improper use

For warranty claims, email akashrana1712@gmail.com with your order details and photo evidence.

11. Contact Us

For all return, refund, or exchange inquiries, please contact:

Pure HydroIQ
📧 Email: akashrana1712@gmail.com
🌍 Website: https://www.purehydroiq.com
📍 Address: Mauritius