Refund policy

Last updated: August 15, 2026

We want you to be satisfied with your purchase. If there is a problem with your order or you are not happy with it, the information below explains how return and refund requests are handled.

Return Period

You may request a return or refund within 60 days from the date your order is delivered.

Return Conditions

Because we sell water filtration products, the way a return is handled depends on the condition of the product and the reason for the request.

• Products that are unopened, unused, and still in their original condition, with all seals, tags, and packaging intact, may be physically returned within the 60-day return period.
• If you are requesting a change-of-mind refund for an item that has already been opened or used, we generally do not require the product to be sent back. Contact us first and we will review the request individually.
• For hygiene and safety reasons, opened or used filter straws cannot be physically returned unless they were delivered faulty or damaged.

Approved physical returns should be sent only according to the instructions we provide after your request has been accepted.

HYDRA Natuva Filters
Keršova ulica 3, 3212 Vojnik, Slovenia
Email: support@hydrax1waterfilter.com
Phone: +386 70 573 567

Starting a Return

Please contact us before sending any product back. Returns that are shipped without prior approval will not be accepted.

To submit a return request:

1. Email support@hydrax1waterfilter.com.
2. Include your order number and a short explanation of why you are requesting the return.

After reviewing your request, we will provide the applicable return instructions and an authorisation reference.

Return Shipping Costs

• Change-of-mind and other standard returns — You are responsible for the cost of returning the item.
• Faulty, damaged, or incorrect products — We will cover the applicable return shipping cost.

Faulty, Damaged, or Incorrect Orders

If your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible at support@hydrax1waterfilter.com.

We will review the issue and arrange an appropriate solution. Depending on the circumstances, this may be a replacement or a full refund. Where the problem is due to a faulty, damaged, or incorrect item, we will also cover the return shipping cost.

Refund Processing

Once your return or refund request has been reviewed and approved, the refund will be issued to your original payment method within 5 business days.

• Original shipping charges are not refundable unless the return resulted from our error or a refund is required under applicable law.
• If you selected a delivery method that was more expensive than our standard shipping option, any refundable shipping amount will be limited to the cost of our standard delivery method.

If at least 10 business days have passed since we approved your refund and the funds have still not reached you, contact us at support@hydrax1waterfilter.com so we can investigate.

Customs, Import Duties, and Taxes

• European Union — Prices displayed on our Website generally include applicable taxes, so customers should not normally be charged additional taxes when the order is delivered.
• United States — Most orders fall below the De Minimis threshold of $800 USD and are generally not subject to import duties. Orders above this amount may be subject to customs charges. If you have concerns, we recommend checking the applicable import rules in your location. For standard returns, original shipping charges and any import duties or taxes are non-refundable.

Fraud, Misuse, and Enforcement

We may refuse a refund request where we reasonably identify activity involving:

• Suspected fraud or misuse of our refund process
• Excessive or repeated refund requests linked to the same customer, household, billing profile, or payment method
• Improper or abusive chargeback activity
• Violation of these conditions or our Terms of Service

We take fraudulent refund activity seriously. Where appropriate, relevant information may be shared with payment processors or law enforcement authorities.

Contact Information

HYDRA Natuva Filters
Keršova ulica 3, 3212 Vojnik, Slovenia
Email: support@hydrax1waterfilter.com
Phone: +386 70 573 567