Hydurage Refunds, Returns & Warranty Policy
At Hydurage Ltd, we take pride in the quality of our aesthetic training courses, professional aesthetic machines and customer support. We want every customer to purchase with confidence, so this Refunds, Returns & Warranty Policy explains our approach to refunds, returns, faulty products, machine warranties and after-sales support.
Nothing in this policy affects or limits any statutory rights you may have under applicable UK consumer protection law.
1. Refunds & Returns – Courses and Digital Products
We provide professional training courses and digital learning products through our website. Due to the nature of these products, specific cancellation and refund conditions apply.
Once you have been enrolled onto a course and access to the course materials, online learning platform or other digital content has been provided, the course is generally non-refundable and non-exchangeable, except where you have a statutory right to a refund, repair, replacement or other remedy under applicable law.
Where required by law, we will honour your statutory consumer rights in relation to digital content or services that are faulty, not as described, or otherwise fail to meet the legal standards applicable to them.
If you experience a problem accessing your course or course materials, please contact us as soon as possible so that we can investigate the issue and, where appropriate, provide a suitable remedy.
Course Enrolment and Cancellation
Before purchasing a course, customers should carefully review the course description, content, requirements and any relevant information provided on the product page.
Where applicable, customers will be asked to provide the necessary consent and acknowledgement before immediate access to digital course content is provided. This may affect any statutory cancellation rights that would otherwise apply to digital content supplied online.
Failure to complete a course, failure to attend training, a change of mind, or deciding that the course is no longer required does not automatically entitle a customer to a refund where the applicable statutory cancellation period has expired or where the customer’s statutory rights do not otherwise provide for a refund.
2. Refunds & Returns – Aesthetic Machines and Devices
We supply professional aesthetic machines and devices intended for use in accordance with the product description, manufacturer instructions and any applicable training or user guidance.
Change of Mind and Unwanted Machines
Where permitted by law, customers may have statutory cancellation rights when purchasing machines online. These rights are separate from our voluntary returns policy and may be subject to conditions concerning the condition and use of the machine.
Once a machine has been used beyond what is reasonably necessary to inspect and establish its nature, characteristics and functionality, any applicable statutory refund may be subject to lawful deductions for diminished value.
Where no statutory right to cancel or return applies, we do not accept returns or provide refunds simply because a customer has changed their mind, no longer requires the machine, has decided not to use it, or has failed to complete recommended training.
Nothing in this policy removes or limits your statutory rights in relation to faulty, misdescribed or unsuitable goods.
Faulty Machines
If you believe your machine has developed a fault, you must contact Hydurage Ltd in writing as soon as reasonably possible and provide details of the issue.
We may ask you to provide:
Proof of purchase or order details.
A description of the fault or issue.
Photographs or videos demonstrating the problem, where appropriate.
Details of how and when the machine was used.
Any other information reasonably required to assess the issue.
We may carry out initial troubleshooting with you before arranging an inspection, repair, replacement or other appropriate remedy.
Depending on the nature, timing and cause of the fault, your statutory consumer rights and/or the manufacturer’s warranty may apply.
3. Manufacturer’s Warranty
Unless otherwise stated clearly in the individual product description at the time of purchase, aesthetic machines supplied by Hydurage Ltd include a 12-month manufacturer’s warranty from the date of purchase.
The manufacturer’s warranty covers the main machine components against defects in materials and workmanship, subject to the manufacturer’s warranty terms.
The warranty does not normally cover:
- Handpieces, handles, applicators, attachments or accessories unless specifically stated otherwise.
- Consumable or replaceable parts subject to normal use and wear.
- Cosmetic damage, scratches, dents or general wear and tear.
- Damage caused by misuse, incorrect operation, negligence or accidental damage.
- Damage caused by insufficiently trained or unlicensed individuals.
- Damage caused by failure to follow manufacturer instructions, training or user guidance.
- Damage resulting from incorrect installation, unsuitable electrical supply or environmental conditions where applicable.
- Damage caused by unauthorised modifications, repairs, servicing or attempts to repair the machine.
- Damage resulting from improper transportation or storage after delivery.
- Faults or damage resulting from use outside the intended purpose or specifications of the machine.
These exclusions apply to the manufacturer’s warranty only and do not affect any statutory rights you may have under applicable consumer law.
4. Warranty Claims and Machine Repairs
Warranty claims must normally be made by the original purchaser and are not transferable unless otherwise agreed or required by law.
Proof of purchase will generally be required before a warranty claim can be processed.
Where appropriate, the machine may need to be returned to the manufacturer or an authorised service centre for inspection, diagnosis, repair or replacement. We may also send an engineer to your desired premises to repair on-site.
Customers must not attempt to dismantle, modify or repair a machine themselves, or arrange for an unauthorised third party to do so, where this could affect the machine or the assessment of a warranty claim.
Where a fault is confirmed, the appropriate remedy will depend on the circumstances and may include repair, replacement, refund or another remedy required.
Where the manufacturer’s warranty applies, the manufacturer may determine whether the machine is repaired or replaced in accordance with the terms of its warranty, subject always to any statutory rights that cannot legally be excluded or restricted.
5. Return and Shipping Costs
Where a return is required, Hydurage Ltd will provide instructions regarding the appropriate return procedure.
The responsibility for return shipping costs will depend on the reason for the return and whether the return is being made under statutory consumer rights, our voluntary returns policy or the manufacturer’s warranty.
Where a product is confirmed to be faulty and Hydurage Ltd or the manufacturer is responsible for the applicable remedy, we will provide appropriate guidance regarding reasonable return and redelivery arrangements.
Customers should not send machines or other products back without first contacting us and receiving return instructions.
6. Warranty Limitations and Liability
Hydurage Ltd is a supplier and is not the manufacturer of the machines we sell unless expressly stated otherwise.
Where a machine is covered by a manufacturer’s warranty, Hydurage Ltd will provide reasonable assistance and support in progressing the claim and, where appropriate, liaising with the manufacturer or authorised service centre on the customer’s behalf.
We are committed to supporting our customers and will make reasonable efforts to help achieve a satisfactory resolution where a machine develops a problem.
Nothing in this policy excludes or limits any liability that cannot legally be excluded or limited under applicable law, including statutory consumer rights.
To the fullest extent permitted by law, Hydurage Ltd will not be responsible for indirect or consequential losses arising from machine downtime, including loss of business, loss of revenue, loss of profits or third-party claims, where such losses are not otherwise recoverable under applicable law.
7. Support Beyond the Manufacturer’s Warranty
Our commitment to customer support does not necessarily end when the manufacturer’s warranty expires.
Where possible, Hydurage Ltd will continue to provide reasonable assistance and guidance to customers experiencing issues with their machines after the warranty period. Depending on the circumstances, this may include helping identify the likely cause of a problem, providing troubleshooting guidance or liaising with the manufacturer or an appropriate service provider.
Any repair, replacement, parts, servicing or other work required outside the manufacturer’s warranty may be chargeable.
We value our customers and aim to provide ongoing, personal support rather than simply directing customers elsewhere when a problem occurs. Our team remains available by email or WhatsApp to help wherever reasonably possible.
8. How to Request a Refund, Return or Warranty Claim
If you need to request a refund, return, repair, replacement or warranty assessment, please contact Hydurage Ltd before sending any product back.
You can contact our support team through our Contact Form, by email at contact@hydurage.com.
Please include your order details and a clear description of the issue. For machine warranty claims, please also provide details of the fault and any photographs or videos that may help us understand the problem.
Once we receive your request, a member of our support team will review the circumstances and provide the appropriate next steps.
9. Your Statutory Consumer Rights
This Refunds, Returns & Warranty Policy is intended to explain our procedures and does not replace your statutory rights.
Depending on the product, how it was purchased and the circumstances of the issue, you may have legal rights under applicable UK consumer protection legislation, including rights relating to faulty, misdescribed or unsatisfactory goods, digital content and services.
Where a statutory right applies, Hydurage Ltd will comply with the applicable legal requirements.
If you believe that a product, digital course or service does not meet the standards required by law, please contact us so that we can assess the issue and work with you towards an appropriate resolution.
* Policy updated 30th July 2026