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HYDROMATIC STORE
 

RETURNS, EXCHANGES & REFUNDS POLICY

Last Updated: February 2026
 

At Hydromatic Store, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request an exchange or refund in accordance with the terms outlined below.
 

1. Return Period

Customers may request an exchange or return within three (3) days from the date of delivery.

To initiate a return, contact us for approval:
 

Email: info@hydromaticstore.com
WhatsApp: +260 955 043 336
 

Hydromatic Store may require the product to be delivered to a designated service centre for inspection before approval.
 

2. Conditions for Returns

A product will only qualify for return or exchange if ALL the following conditions are met:

  • The product is unused

  • The product remains unopened (original seal not broken)

  • All accessories, manuals, and free promotional items are included

  • Original packaging/carton is intact

  • Proof of purchase is provided
     

3. Non-Returnable Products

The following categories cannot be returned or exchanged unless defective upon delivery:

  • Earphones or Earbuds

  • Phone covers & accessories

  • Batteries

  • Personal care items

  • Memory cards, USBs

  • Installed Equipment

  • Any item opened and used
     

4. Damaged or Faulty Products

4.1 Damage During Delivery

Any damage must be reported within 12 hours of delivery or collection.

Failure to report within this period may void eligibility for replacement.
 

4.2 Dead on Arrival (DOA) / Out-of-Box Failure

Where a product fails immediately after purchase:

  • The authorised service centre will inspect the product

  • The service provider will determine DOA status

  • Remedy will be either:

    • Replacement, OR

    • Repair (at manufacturer discretion)

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4.3 Manufacturer Warranty

If a fault occurs after the product has been opened or used:

  • The product falls under the manufacturer’s warranty

  • Repair or replacement will follow the manufacturer’s warranty terms

  • Hydromatic Store acts only as a retailer

 

5. Refund Eligibility

Refunds will be approved in the following cases:

  1. The order is delivered but qualifies for return under this policy

  2. Hydromatic Store cannot fulfill the order due to:

    • Product unavailability

    • Pricing errors

    • Payment discrepancies

Refund processing time:
Up to 7 business days (excluding weekends and public holidays)
Actual receipt time depends on payment method and financial institution processing.

 

6. Refund Method Requirements

6.1 Bank Transfer Refunds

Customers must provide accurate banking details:

  • Bank Name

  • Account Number

  • Account Holder Name

  • Branch Name

  • Sort Code

  • SWIFT Code

Incorrect details may delay payment and Hydromatic Store will not be responsible for such delays.

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6.2 Mobile Money Refunds

Provide:

  • Registered Mobile Money Number

  • Full Name registered on account

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6.3 Tax Invoice Requirement

If a tax invoice has been issued:

  • The original invoice must be returned

  • If lost, a police report is required before refund processing

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7. Product Inspection & Technical Assessment

All returned items may be inspected by Hydromatic Store or an authorised technician to determine the cause of fault.

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Possible outcomes:

​

             Inspection Result                                                    Resolution
             Manufacturing defect                                            Replacement or refund
             User damage                                                          Paid repair
             No fault found                                                        Product returned to customer

 

​

Inspection timeframe:

  • Initial inspection: within 7 days

  • Final resolution: within 21 days

Customers may appoint an independent technician at their own cost if disputing the report.

 

8. Incorrect Purchases

Hydromatic Store reserves the right to approve or refuse returns made due to:

  • Customer error

  • Change of mind

  • Wrong product selection

 

9. Claim Period

All product fault claims must be made within six (6) months of purchase, subject to manufacturer warranty terms.

 

10. Limitation of Liability

Hydromatic Store is a retailer only.
Warranty obligations remain the responsibility of the product manufacturer as per warranty card or official warranty terms.

 

11. Contact Information

For all returns and refund inquiries:

Hydromatic Store Customer Support
Email: info@hydromaticstore.com
WhatsApp: +260 955 043 336

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