Hydropath

Returns, Guarantee & Warranty Policy

Residential Unit Guarantee & Warranty

As the manufacturer, we’re committed to providing high-quality products that last. That’s why, in addition to our standard 12-month manufacturer’s guarantee, we also offer an extended warranty of up to 2 years for added peace of mind.

As part of our first-year manufacturer’s guarantee, if a fault is confirmed within the first year, you’ll be able to return the product for a full refund, or have it repaired or replaced, as determined by the manufacturer. To exercise your guarantee, just let us know and complete the return process when we send it.

What’s Covered

Our 12-month guarantee and extended two year warranty covers:

  • Manufacturing faults or defects in materials and workmanship

  • Electrical or mechanical failure through normal use

It does not cover:

  • Accidental damage

  • Misuse or neglect

  • Cosmetic wear and tear

  • Consumables or accessories unless otherwise stated

Need Help?

Contact us at sales@hydropath.com or call us at 01159 86 99 66 – we’re happy to assist you.

For more information see our Ts Cs below.

Terms & Conditions – 1-Year Guarantee & 2-Year Extended Warranty (UK)

These Terms & Conditions set out the details of your coverage under our 12-month manufacturer’s guarantee and 2-year extended warranty, providing a total of up to 3 years of protection from the original purchase date.

This warranty is provided in addition to your statutory rights under the Consumer Rights Act 2015 and does not affect them.

1. 12-Month Manufacturer’s Guarantee (Year 1)

1.1 What’s Covered

For the first 12 months from the date of purchase, you are covered for:

  • Faults due to defective materials or workmanship

  • Electrical or mechanical failure through normal usage

  • Items not conforming to their description or satisfactory quality at the time of delivery

1.2 What We’ll Do

If a fault is confirmed within this period, we will offer, at our discretion:

  • A repair

  • A replacement of the same or equivalent product

  • Or a full refund

1.3 What’s Not Covered

This guarantee does not cover:

  • Accidental or cosmetic damage (e.g. scratches, dents)

  • Faults caused by misuse, neglect, or unauthorised repairs

  • Normal wear and tear

  • Consumable parts (e.g. batteries, bulbs, filters) unless defective on arrival

  • Commercial or non-domestic use

2. 2-Year Extended Warranty (Years 2 & 3)

2.1 Activation

To access the extended warranty:

  • You must retain and provide proof of purchase

2.2 What’s Covered

This warranty continues protection against:

  • Manufacturing defects in materials or workmanship

  • Mechanical or electrical faults from normal, domestic use

2.3 What We’ll Do

During this period, we will:

  • Attempt to repair the item first

  • If repair is not viable, offer a replacement of the same or similar model

  • Refunds are not typically available under the extended warranty unless legally required

2.4 Additional Exclusions

The same exclusions listed in 1.3 apply. Additionally:

  • Warranty may be void if the product has been tampered with, modified, or repaired by unauthorised parties

3. How to Make a Claim

If your product becomes faulty:

1- Contact our Customer Service Team at sales@hydropath.com

2- Provide:

    • Your order number or proof of purchase

    • A description of the fault

    • Supporting photos or videos where possible

3- We’ll issue the return instructions

4- Return the product securely packaged, including all accessories if applicable

4. Your Statutory Rights

This warranty is provided in addition to, and does not replace, your legal rights under UK consumer law. You are entitled to a refund, repair, or replacement if a product is faulty or not as described — especially within the first 30 days.

For more information, visit: www.gov.uk/consumer-protection-rights

5. Limitation of Liability

  • This warranty applies only to the original purchaser and is non-transferable.

  • We are not liable for any indirect, incidental, or consequential losses.

  • This warranty is valid only in the United Kingdom.

Returns Policy for Faulty Goods

We want you to be completely satisfied with your purchase. If your item develops a fault, we’re here to help.

Faulty Items – Your Rights

If your product is faulty or not as described, you are entitled to a repair, replacement, or refund in line with your consumer rights and our guarantee.

Our Standard Returns Process

  1. Contact Us

    Please get in touch with our customer service team as soon as you notice the fault.

    Include your order number, a brief description of the issue, and any supporting photos or videos if possible.

  2. Return Authorization

    If the fault is confirmed or suspected, we’ll issue a return authorization and provide a free return label or collection service, where applicable.

  3. Return the Item

    Package the product securely and return it with all accessories, manuals, and original packaging (if available).

  4. Inspection & Resolution

    Once received, we’ll inspect the product. If the fault is confirmed, we’ll:

    • Repair the item,

    • Replace it with a new or refurbished unit, or

    • Issue a full refund — as determined by the manufacturer and the circumstances.

Timeframes

  • We aim to complete returns and issue resolutions within 14 working days of receiving the item.

  • Refunds will be processed back to your original payment method.

First-Year Manufacturer’s Guarantee

Most of our products are covered by a 12-month guarantee against manufacturing defects. If a fault occurs within this period, you are entitled to a free repair, replacement, or refund.

Cancellations, Returns & Exchanges Policy

If you’ve changed your mind about your product after delivery, you’ll need to let us know within 30 days to receive a refund of the cost of the product.

To cancel an order and you’ll need to return your product to us unused in its complete original packaging and we’re therefore able to resell it ‘as new’, you’ll receive a refund of the full price of the product.

We’re happy for you to unpack the product to inspect it, in the same way you’d be able to take a look at it in a shop, but please be very careful until you’re sure you’re going to keep it.

If you’ve used the product, had it installed or handled it beyond what’s reasonably necessary to inspect it (including removing protectors), we may not be able to sell it to someone else ‘as new’. This means that where the value of the product is reduced by actions you’ve taken, we may only make a partial refund, or charge you for the reduction in value.

If you are returning the item after 60 days, it is purely at the manufacturer’s discretion regarding if a refund or credit will be allocated. If the product has been installed or handled it beyond what’s reasonably necessary to inspect it (including removing protectors), we may not be able to sell it to someone else ‘as new’. This means that where the value of the product is reduced by actions you’ve taken, we may only make a partial refund or credit, or charge you for the reduction in value.