Return & Refund Policy
We want you to be completely satisfied with your purchase from Hydroflow Irrigation. Please review our return policy below.
Policy Overview
At Hydroflow Irrigation, we stand behind the quality of our products. If you're not satisfied with your purchase, we offer a 30-day return policy from the date of delivery for most items. This policy is designed to ensure you receive quality products that meet your irrigation needs.
Note: Custom-made or cut-to-length products cannot be returned unless they are defective.
Conditions for Returns
To be eligible for a return, your item must meet the following conditions:
- Item must be unused and in the same condition as received
- Item must be in its original packaging with all tags attached
- Proof of purchase (receipt or order number) is required
- Return request must be made within 30 days of delivery
- Item must not be a custom or special order product
- Pipes that have been cut or fittings that have been installed cannot be returned
Important: For safety and hygiene reasons, we cannot accept returns on items that have been installed, used, or show signs of wear and tear.
Non-Returnable Items
The following items cannot be returned:
| Category | Items | Reason |
|---|---|---|
| Custom Products | Cut-to-length pipes, custom fittings | Made to specific measurements |
| Special Orders | Bulk orders, wholesale items | Ordered specifically for customer |
| Hygiene Items | Used filters, nozzles | Health and safety reasons |
| Clearedance Items | Discounted or clearance products | Sold "as is" condition |
Return Process
Follow these steps to initiate a return:
Step 1: Contact Us
Email returns@hydroflow.co.ke or call +254 704 302 723 within 30 days of delivery to request a Return Authorization Number (RAN).
Step 2: Package Item
Pack the item securely in its original packaging with all accessories. Include your RAN clearly visible on the outside.
Step 3: Return Shipment
Return the item to our store or arrange for pickup (available in Nairobi area). You are responsible for return shipping costs unless the item is defective.
Step 4: Inspection
We will inspect the returned item within 3-5 business days of receipt. You will be notified of the inspection results.
Step 5: Refund/Exchange
Once approved, your refund will be processed, or your exchange item will be shipped. Refunds take 7-10 business days to reflect in your account.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- Approved Refunds: Will be processed within 7-10 business days using your original payment method
- Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error
- Return Shipping: Customer is responsible for return shipping costs unless item is defective
- Store Credit: Option available for faster processing (valid for 12 months)
Important: Refunds may take additional time to appear in your account depending on your bank's processing time.
Exchanges
We gladly accept exchanges for defective or incorrect items. To request an exchange:
- Contact us within 30 days of delivery
- Provide photos of the defective or incorrect item
- We will arrange for pickup of the old item
- The replacement will be shipped at no additional cost
- Exchanges are subject to stock availability
Note: For exchanges due to size or model preference, you will be responsible for return shipping costs.
Defective Products
We take product quality seriously. If you receive a defective product:
- Contact us immediately (within 7 days for major defects)
- Take clear photos/videos showing the defect
- Do not attempt to install or use defective items
- We will arrange for inspection and replacement
- All shipping costs for defective items are covered by Hydroflow
Manufacturer Warranty: Most products come with manufacturer warranty. Contact us for warranty claims.
Ready to Start a Return?
Contact our customer support team to initiate your return process. We're here to help!