We’re sorry to hear Droplet didn’t work out — we're always happy to troubleshoot your issues with you! Check out our remote help article here.
Of course, we’re also happy to process a smooth return.
✅ Refund Eligibility:
You are eligible for a full refund within 30 days of delivery.
The device must have been purchased from Hydrific directly or an authorized reseller.
Returns from third-party marketplaces (like eBay) are not supported.
📝 To Request a Refund:
Email us at [email protected] or reply to your original support ticket.
Include your:
Order number
Email address used to place the order
Reason for return (optional but appreciated!)- Specify whether you prefer a refund or a replacement for your unit.
🚚 What Happens Next:
For domestic (U.S.) returns, we’ll send you a prepaid return label so you can send your product back to us.
International customers need to arrange and pay for the shipping of the return.
Once we receive your returned item, it will be inspected to confirm all components are included and in acceptable condition. Refunds are typically processed within 1–3 business days after this inspection.
Depending on your financial institution, it may take an additional 3–5 business days for the refunded amount to appear in your account. You'll also receive a confirmation email from Hydrific notifying you that the refund has been processed, which serves as proof of the transaction.
Still have questions? Reach out — we’re happy to assist further!
Defective Product Exchange and Replacement
Failed Installation Process
If your Droplet unit fails to install, Hydrific provides a straightforward process to resolve the issue. Customers can either request a replacement unit or a full refund.
Defective Product Return Timing: If you receive a defective product, you can wait to return it until you have received the replacement.
Replacement Order Tracking: Once Hydrific ships the replacement order, you’ll receive tracking details as soon as the shipment is picked up by the carrier.- Installation Failure Returns: If the issue reported involves installation failure, ensure that all components and original packaging are returned to expedite processing.
To avoid delays in processing, ensure that all components of the device are included in the return package.