Refund Policy: Thehydrojag – Clear, Fair Refunds for Your Peace of Mind

At Thehydrojag, we want you to be fully satisfied with your insulated water bottle purchase. If for any reason our product doesn’t meet your expectations, we offer a straightforward refund policy designed to make the process easy and stress-free. Below is a detailed breakdown of our refund rules, eligibility requirements, and steps to request a refund.

1. Refund Eligibility: What Qualifies for a Refund?

To ensure fairness for both our customers and our business, refunds are available under the following conditions:

  • Timeframe: You must request a refund within 30 days of the delivery date of your order. Requests made after this window will not be eligible, unless the product is defective or damaged (see Section 3 for exceptions).
  • Product Condition: The insulated water bottle must be in its original, unused, and undamaged condition—this includes intact original packaging, all tags, accessories (e.g., extra lids, cleaning brushes), and no signs of wear (e.g., scratches, dents, or water residue). Used, modified, or personalized items (e.g., custom-engraved bottles) are not eligible for refunds, unless the damage or defect occurred during manufacturing or shipping.
  • Purchase Source: Refunds are only available for orders placed directly through thehydrojag.com. If you purchased a Thehydrojag bottle from a third-party retailer (e.g., Amazon, local stores), please contact that retailer directly to follow their refund process.

2. How to Request a Refund: Step-by-Step Guide

Requesting a refund from Thehydrojag is simple—just follow these steps to ensure a smooth process:

  1. Initiate the Request: Send an email to our customer service team at [email protected] with the subject line. Include the following details to help us process your request quickly:
  • Your full name (as it appears on the order)
  • Order number (found in your order confirmation email or account dashboard)
  • Reason for the refund (e.g., “product doesn’t fit my needs”, “received wrong color”)
  • Photos of the product and its packaging (if claiming damage or defect)
  1. Receive Confirmation & Return Label: Within 12–24 business hours, we’ll email you a confirmation that we’ve received your request, along with a pre-paid return shipping label (for U.S. orders). For international orders, we’ll provide return instructions, but shipping costs may be the responsibility of the customer (unless the refund is due to our error).
  2. Ship the Product Back: Pack the insulated water bottle securely in its original packaging (or a similar protective container) and attach the pre-paid label. Drop the package off at the designated carrier location (e.g., USPS, UPS). Keep the tracking number for your records—this helps us locate your return if there are delays.
  3. Inspection & Refund Approval: Once we receive your returned product (typically 2–3 business days after shipment), our team will inspect it to confirm it meets eligibility requirements. If approved, we’ll send you a refund confirmation email.

3. Refund Timing & Methods

We strive to process refunds as quickly as possible to minimize any inconvenience:

  • Refund Processing Time: After your returned product passes inspection, refunds are issued to your original payment method within 5–7 business days. The exact time it takes for the funds to appear in your account depends on your bank or payment provider—some may process it immediately, while others may take 2–3 additional business days.
  • Refund Amount: You will receive a full refund of the product’s purchase price, including any applicable taxes. Shipping costs paid at checkout are non-refundable, unless the refund is due to our error (e.g., sending the wrong product, shipping a damaged item).
  • Failed Deliveries: If your order is returned to us as “undeliverable” (e.g., incorrect shipping address, recipient unavailable), we will issue a full refund (including shipping costs) once we receive the product back. We may contact you first to confirm your address if we suspect an error.

4. Exceptions & Non-Refundable Items

While we aim to be flexible, certain items and situations are excluded from our standard refund policy:

  • Custom & Personalized Products: Any insulated water bottle with custom engraving, monograms, or personalized designs is final sale and cannot be refunded, unless the customization contains a mistake made by Thehydrojag (e.g., misspelled name).
  • Limited-Edition & Clearance Items: Limited-edition bottles or items marked as “clearance” or “final sale” on the website are non-refundable, unless they arrive damaged or defective.
  • Damaged Due to Misuse: If the product is damaged due to improper use (e.g., dropping, using with hot liquids above the recommended temperature, not following cleaning instructions), refunds will not be approved.
  • Late Returns: Requests made after the 30-day delivery window or returns received after 45 days of the delivery date will not be eligible for a refund. We may offer store credit instead at our discretion.

5. Refund Disputes & Escalations

If you have concerns about the status of your refund or disagree with a denial, please reach out to our customer service team at [email protected]. Include your order number and a detailed explanation of your dispute—we’ll review your case again and provide a final decision within 48 business hours. For issues that cannot be resolved directly, we may refer to third-party dispute resolution services (if required by law).

6. Contact Us for Refund Questions

If you have any questions about our refund policy, need help with a refund request, or want to check the status of an ongoing refund, please contact us:

Email: [email protected]

Response Time: We typically reply within 12–24 business hours (excluding weekends and major U.S. holidays).

Thank you for choosing Thehydrojag. We value your trust, and we’re committed to making sure you’re happy with every purchase.

Thehydrojag Team