Shipping Policy
When will my order be dispatched?
All orders placed with Hydrogen are processed and dispatched within 24 hours on business days.
Orders placed on Friday evening, Saturday, Sunday, or public holidays will be processed on the next business day.
Why is my order delayed?
We always aim to dispatch your order on time. However, delivery may sometimes take longer due to factors outside our control, such as courier delays, weather conditions, public holidays, or address-related issues.
Please make sure your delivery address is complete and accurate when placing your order. An incorrect or incomplete address may result in delayed, returned, or undelivered parcels.
How can I make sure my parcel is delivered safely?
Customers are responsible for providing a complete and accurate delivery address, including the recipient's full name, phone number, and other required details.
Please also provide a valid email address and phone number at checkout. This allows us and our delivery partners to contact you regarding your order and provide delivery or tracking updates.
Hydrogen is not responsible for delays, losses, or failed deliveries caused by incorrect or incomplete customer-provided information.
If a parcel needs to be resent due to an incorrect or incomplete address provided by the customer, additional delivery charges may apply.
Missing items from my order
If an item appears to be missing from your order, please contact us as soon as possible.
The item may have been packed separately or there may have been an error during packing. Please provide your order number and details of the missing item, and our customer support team will investigate and assist you.
Can I cancel my order?
Orders are processed quickly after they are placed. Therefore, we may not be able to cancel an order once it has entered the processing or dispatch stage.
If you need to cancel an order, please contact us as soon as possible after placing it.
Can I exchange an order?
Hydrogen offers exchanges only for products that are received faulty or damaged.
To request an exchange, please contact us with clear photographs or videos showing the issue. Our team will review the request and assist you as quickly as possible.
I received the wrong item. What should I do?
If you received an incorrect item, please contact our customer support team and we will work to resolve the issue as quickly as possible.
When contacting us, please include:
Your full name
Order number
Product name you ordered
Photos of the item you received
A brief description of the issue
Please do not return the item before contacting our customer support team. We will provide you with the appropriate instructions.
Why was my order cancelled?
In rare cases, an order may need to be cancelled if the ordered product is unexpectedly unavailable.
If your order is cancelled, you will be notified and, where applicable, your payment will be refunded through the original payment method. The time required for the refund to appear in your account may depend on your bank or payment provider.
Refund Policy
All purchases from Hydrogen are non-refundable.
If a product is confirmed to be faulty or damaged, Hydrogen will provide a replacement of the product, subject to our verification process.
We do not offer refunds for change of mind, incorrect product selection, or incorrect/incomplete delivery information provided by the customer.
