INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Can I change my order?

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button.

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order.

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

How do I know if my order has shipped? Can I track it?

Once your order ships, you will receive an email containing your tracking number. You can track your order at any time.

Do you ship globally?

We offer free shipping to addresses within the UK. Delivery charges apply for locations outside of the UK.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure.

Can I order spare parts?

We have most accessories available. For more information contact us on contact@hydrothrills.com

Shipping Policy

WHAT IS THE SHIPPING AND DELIVERY TIME FRAME?

Shipping times all depend on our manufacturers lead time on products. Sales made in Summer season may take longer than off season.

When placing your order please note the following normal delivery times for most products:

5-10 business working days.

If you have not received your order within the time frame above, please do not hesitate to contact us and provide your order number to expedite the process.

Refund Policy

Refund Policy

You can always contact us for any return question at contact@hydrothrills.co.uk

Your Right to Cancel

You have the right to cancel your order within 14 days for:

  • Goods: From the date you receive the goods.
  • Services: From the date you enter into the contract.

Order Confirmation and Delivery

  • We'll provide an order confirmation email outlining the contract terms, including your right to cancel.
  • Unless otherwise agreed, we aim to deliver your goods within 30 days.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cancellations

  • Cancellation before shipment: If you cancel your order before the bike is shipped, you are eligible for a 100% refund.
  • Cancellation after delivery (within 14 days): You may return the bike within the 14 days but it must be unused and in its original packaging. Typically, you would be responsible for the cost of return shipping.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

Non-refundable Fees

Please note that original delivery charges and any credit card processing fees incurred are non-refundable.

We will always strive to provide the best customer service possible, do not hesitate to contact us at contact@hydrothrills.co.uk

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS