Terms & Conditions

For general hydration and wellness only. Not intended to diagnose, treat, cure or prevent any medical condition. If you have chronic kidney disease or any serious chronic condition, or are pregnant or breastfeeding, consult your doctor before use. Use recommended pH 7.0–8.5 settings for children and pH 7.0 for pets.

Product performance may vary based on source-water quality, usage and maintenance.

Rescheduling: Rescheduling requests are subject to availability and Hydron's confirmation. One complimentary reschedule is permitted per booking, provided the request is made at least 24 hours before the confirmed slot.

Missed Appointment: If the customer is unavailable at the confirmed time, or access to the premises is not provided, the payment is forfeited and a fresh booking will be required.

Sample Collection & Results: Testing is conducted at a NABL-accredited / partner laboratory. Results are typically shared within 3 working days of sample collection. Results apply only to the specific sample tested and to the parameters covered under the selected test, and may vary depending on water source, location, storage and sample conditions.

Disclaimer: The Water Health Test is intended for water-quality awareness and informational purposes only. It does not constitute medical advice and does not diagnose, treat, cure or prevent any health condition.

Liability: Hydron's total liability in connection with the service is limited to the amount paid for the booking.

Service Availability: The service is subject to location and operational availability.

Governing Law: These terms are governed by the laws of India. The courts at Bengaluru shall have exclusive jurisdiction.

Hydron delivers products across India, subject to availability of delivery and, where applicable, installation services at the delivery address.

Serviceability may be verified before or after an order is placed. If Hydron is unable to service the delivery location after an order has been accepted and payment has been received, Hydron will inform the customer, cancel the affected order and refund the amount paid for that order.

Orders are normally dispatched within 2–3 business days after payment confirmation.

Different dispatch timelines may apply to:

• Pre-orders;
• Customised or made-to-order products;
• Products awaiting stock;
• Bulk or commercial orders; or
• Products requiring specific configuration before dispatch.

Any materially different expected dispatch timeline will be displayed on the product page, at checkout, in the order confirmation or otherwise communicated to the customer before fulfilment.

Estimated delivery is normally 5–10 business days from dispatch, depending on the delivery location, product type and logistics availability.

The estimated delivery timeline applicable to an order will be displayed at checkout, stated in the order confirmation or otherwise communicated to the customer.

For the purpose of this Policy, “business days” means days other than Sundays and public holidays, unless otherwise stated.

Any applicable shipping, freight, handling or delivery charges will be disclosed before payment or displayed at checkout.

Once an order has been dispatched, available shipment and tracking information will normally be shared through email, SMS, WhatsApp or another contact method provided by the customer.

If Hydron becomes aware of a material delay in delivery, Hydron will inform the customer of the revised expected delivery timeline and the available options.

Where a product is delivered later than the delivery schedule stated or agreed at the time of purchase, the customer will have such cancellation, return and refund rights as are available under applicable law.

Where applicable law provides an exception for delays caused by force majeure or circumstances beyond Hydron's reasonable control, such exception will apply.

If Hydron is unable to fulfil an order, Hydron will cancel the affected order and refund the amount paid for that order, including applicable shipping charges.

Customers are responsible for providing an accurate and complete delivery address, PIN code and contact number.

If additional delivery charges arise because:

• An incorrect or incomplete address was provided;
• The customer requests a change in delivery location after dispatch; or
• A second delivery attempt is required due to circumstances attributable to the customer,

Hydron will communicate any applicable additional charge before it is incurred or collected.

Installation is included only where this is expressly stated in the applicable product listing, quotation, invoice, order confirmation or other purchase documentation.

Where professional or authorised installation is required, Hydron or its authorised service provider will coordinate an installation appointment after delivery.

Any applicable:

• Installation fee;
• Plumbing requirement;
• Electrical requirement;
• Civil work;
• Additional piping;
• Water inlet modification;
• Drainage work;
• Power-point installation; or
• Other site-preparation requirement

will be disclosed or discussed with the customer before the relevant additional work is undertaken.

Customers should follow the applicable product installation instructions.

Where authorised installation is required, customers should not install, dismantle, modify or permit an unauthorised third party to alter the product before contacting Hydron.

Unauthorised installation or modification may be assessed under the applicable warranty terms, but will not affect rights that cannot legally be excluded under applicable consumer law.

If a product is delivered damaged, defective, incomplete, or materially different from what was ordered, the customer should contact Hydron as soon as reasonably possible.

The customer should provide:

• Order number;
• Customer name and contact details;
• Product name and, where available, serial number;
• A description of the issue;
• Clear photographs of the product and the reported issue, where reasonably available; and
• A video demonstrating the reported issue, where reasonably available and safe to record.

Visible transit damage, missing components or incorrect products should preferably be reported within 48 hours of delivery so that Hydron can investigate the matter promptly with the logistics provider.

Other defects should be reported as soon as reasonably possible after discovery.

The 48-hour reporting request is intended to assist investigation of transit-related claims. It does not remove or restrict any applicable statutory consumer rights or warranty rights.

An unboxing video is not a mandatory condition for raising a genuine complaint relating to a defective, damaged, deficient, incomplete or incorrectly supplied product where applicable consumer rights would otherwise arise.

Customers are encouraged to retain photographs, packaging and other evidence that may assist Hydron in investigating the complaint.

Hydron will not require a customer to operate or handle a product in a manner that may be unsafe merely for the purpose of producing video evidence.

Depending on the circumstances, product condition, warranty terms and applicable law, the appropriate resolution may include:

• Repair;
• Replacement;
• Supply of a missing component;
• Return;
• Refund; or
• Another legally appropriate remedy.

Hydron will bear reasonable return or collection costs for verified transit damage, defective products, incomplete supply or incorrect supply where Hydron is responsible for such return.

Nothing in this section gives Hydron the right to deny a remedy that a consumer is entitled to receive under applicable law.

Customers must contact Hydron and obtain return or collection instructions before sending a product back.

Products sent independently without prior return instructions may result in delays in identification, inspection and processing.

Where reasonably available, returned products should include:

• Supplied accessories;
• Manuals;
• Cables;
• Components;
• Complimentary items supplied as part of the product package; and
• Original packaging.

Missing original packaging alone will not automatically invalidate a genuine complaint concerning a defective, damaged or incorrectly supplied product.

Hydron may reasonably inspect a returned product to verify:

• Product identity;
• Serial number;
• Physical condition;
• Reported defect;
• Installation condition;
• Usage;
• Missing accessories or components;
• Signs of accidental damage;
• Misuse;
• Unauthorised alteration or modification; and
• Other matters relevant to the return or warranty request.

Hydron will normally complete the inspection and communicate the assessment and proposed resolution within 48 hrs after receiving the returned product or completing the required inspection.

Where additional technical assessment is reasonably necessary, Hydron will inform the customer.

Damage arising from misuse, accidental damage, unauthorised modification, improper installation, abnormal operating conditions or failure to follow applicable operating instructions will be assessed separately under the applicable warranty terms.

A customer may request cancellation before dispatch by contacting Hydron's customer support team.

Once cancellation is confirmed, the amount paid for the cancelled order will be refunded in accordance with Section 8 below.

Once a product has been dispatched, immediate cancellation may no longer be operationally possible because the shipment may already be in the logistics network.

The customer should contact Hydron as soon as possible for instructions.

Depending on the circumstances, Hydron may arrange:

• Interception of the shipment;
• Refusal of delivery;
• Return after delivery; or
• Collection of the product.

Any return shipping or collection cost relating solely to a voluntary, non-defect return may be charged or deducted only where such cost is applicable, lawful and properly disclosed to the customer.

Hydron will not impose cancellation charges on a consumer after confirmation of an order unless similar charges are also borne by Hydron where Hydron unilaterally cancels an order, as required under applicable law.

This does not prevent the recovery of separately disclosed and applicable logistics or return-collection costs associated with a voluntary non-defect return, where legally permissible.

If Hydron cancels an order because of:

• Product unavailability;
• Inability to deliver;
• Serviceability limitations;
• A fulfilment problem; or
• Another reason attributable to Hydron,

Hydron will refund the full amount paid for the cancelled order, including applicable shipping charges.

Approved refunds will normally be initiated within 7 business days after refund approval.

Where inspection is reasonably required before determining whether a refund is due, Hydron will first complete the assessment in accordance with Section 6.

Refunds will normally be processed to the original payment method unless:

• The original payment method does not permit the refund;
• The payment provider requires another process; or
• Another refund method is lawfully agreed with the customer.

Once Hydron has initiated a refund, the time taken for the amount to appear in the customer's account may depend on the bank, card issuer, UPI provider, payment gateway or other payment service provider.

Hydron will provide a refund transaction or reference number where available.

Where a full return and refund occurs because of a verified:

• Product defect;
• Transit damage;
• Incorrect product;
• Incomplete supply materially affecting the product; or
• Other circumstance for which applicable law requires a full refund,

the refund will include the amount paid for the affected product and applicable shipping charges.

Where applicable, other mandatory charges paid specifically for the affected transaction will be dealt with in accordance with applicable law and the circumstances of the return.

If a refund does not appear within the communicated processing period after Hydron has initiated it, the customer should contact Hydron with the relevant order details.

This section applies to a return requested for reasons other than a defect, transit damage, incorrect supply, incomplete supply, misdescription or another circumstance giving rise to a mandatory right of return under applicable law.

Examples include:

• Change of mind;
• Customer no longer requiring the product;
• Preference for another model;
• Product ordered by mistake; or
• Another personal reason unrelated to a defect or failure by Hydron.

A voluntary or non-defect return may be considered only where:

1. The applicable product listing, order confirmation or purchase terms permit such a return; and
2. The return request is made within 7 calendar days to request a return of unopened, unused standard products. Exclude installed, water-connected and customised products from change-of-mind returns. Customers bear the return shipping cost disclosed before purchase.
3. The conditions stated in this section are satisfied.

Unless otherwise expressly stated for a particular product, a voluntary return is not automatically available merely because a customer has changed their mind.

This section does not affect any statutory right to return a product.

For all voluntary or non-defect return requests under this Section 9, submission of both photographic evidence and video evidence is compulsory.

Before a voluntary return is approved, the customer must submit:

Photographic Evidence

Clear photographs showing, as applicable:

• The complete product;
• Front, rear and side views;
• Product serial number and identification label;
• Physical condition of the product;
• Supplied accessories and components;
• Original packaging;
• Manuals and other supplied items; and
• Any visible marks, scratches, dents or damage.

Video Evidence

A clear video must be submitted showing, as applicable:

• The complete product and its physical condition;
• The product from multiple angles;
• Serial number or identifying label;
• Accessories and components supplied with the product;
• Packaging condition;
• Whether the product has been opened, installed or used; and
• Any other relevant condition reasonably required to assess the return.

The video should be sufficiently clear to allow Hydron to reasonably assess the condition and completeness of the product.

Customers should not break an unopened factory seal merely to create video evidence. Where the product remains sealed, the video should clearly show the unopened product, seals, packaging condition and identifying details.

Submission of the required photographic and video evidence is a condition of Hydron considering and approving a voluntary/non-defect return request.

Failure to provide the required evidence may result in the voluntary return request being declined.

This mandatory evidence requirement applies specifically to voluntary/non-defect returns under this section and does not override statutory rights relating to defective, damaged, deficient, misdescribed or incorrectly supplied products.

Unless otherwise agreed in writing, a product submitted for a voluntary return should be:

• Unused or in substantially unused condition;
• Unmodified;
• Undamaged;
• Complete with all material accessories and components;
• In its original packaging where reasonably possible; and
• In a condition suitable for inspection and, where applicable, resale.

Unless expressly permitted in the applicable product listing or agreed by Hydron, products that have been installed, connected to a water supply, materially used, modified or altered will generally not be eligible for a voluntary/change-of-mind return.

This restriction does not apply where a return right arises because the product is defective, damaged, incorrectly supplied, misdescribed or otherwise required to be accepted under applicable law.

Customised, specially configured, personalised or made-to-order products may not be eligible for voluntary cancellation or return once manufacturing, customisation or configuration has commenced.

Any such restriction will be disclosed before purchase or communicated as part of the applicable quotation, product listing or order confirmation.

This does not limit rights arising from a defect, deficiency, incorrect supply, misdescription or other rights available under applicable law.

For an approved voluntary/non-defect return, applicable return shipping, freight or collection charges may be borne by the customer where this has been disclosed and is legally permissible.

Hydron will communicate the applicable return or collection arrangement before the return is processed.

Return or collection charges will not be imposed on the customer where the return is due to a verified defect, transit damage, incorrect supply or another circumstance for which Hydron is legally responsible for those costs.

Approval to send or collect a product for return does not itself constitute final approval of a refund.

The returned product may be inspected in accordance with Section 6.

If the product does not match the condition shown in the submitted photographic or video evidence, or has been materially damaged, altered, used or made incomplete after the evidence was recorded, Hydron may reassess the voluntary return request, subject always to applicable law.

If a customer's account is debited without receiving an order confirmation, or the customer believes that the same order has been paid for more than once, the customer should contact Hydron and provide:

• Customer name;
• Contact details;
• Transaction reference;
• Payment date;
• Amount paid; and
• Order number, where available.

Hydron will verify the transaction with the relevant payment provider and arrange the applicable:

• Order confirmation;
• Payment reconciliation;
• Reversal; or
• Refund.

Customers should never share an OTP, PIN, CVV, banking password or complete card credentials with Hydron personnel.

Hydron support personnel will not require such information in order to process a legitimate refund.

Warranty coverage, duration, exclusions and service terms applicable to a product will be stated in the applicable warranty documentation, product page, order documentation or other material made available in connection with the purchase.

Customers should review the applicable warranty terms before purchase.

The warranty is separate from any statutory rights available under applicable consumer protection law.

Rental products, subscriptions, trials, institutional sales, bulk purchases, B2B transactions, customised products and separately negotiated commercial orders may be governed by additional or different contractual terms disclosed before purchase.

Where such separate terms apply, they should be read together with this Policy.

Nothing in a separate agreement will exclude or restrict a right that cannot lawfully be excluded or restricted.

Registered Company Name:
HYDRON ALKALINE AQUA PRIVATE LIMITED

Registered / Business Address:
E, 4A Trust House,
35 Hospital Avenue,
Dr. Ernest Borges Road,
Parel, Mumbai – 400012
Maharashtra, India

Customer Support

Customer Support Email: Enquiry@hydron.in

Customer Support Phone: 08884567168

Support Hours: 9:00 AM to 7:00 PM

Support Days: Monday to Saturday

Grievance Officer

Grievance Email: enquiry@hydron.in

Contact Number: 7208211763

Hydron will maintain a grievance redressal mechanism in accordance with applicable law.

Consumer grievances will be acknowledged within 48 hours of receipt and will be redressed within one month from the date of receipt, in accordance with applicable requirements.

Where required under applicable law, Hydron will provide a complaint or ticket reference through which the customer may identify or track the complaint.

Where required under applicable law, Hydron will also provide the complainant with a copy of the complaint as recorded by the Grievance Officer.

Hydron will participate in the National Consumer Helpline convergence mechanism where required under applicable law.

Customers may be requested to provide their order number, contact information and reasonable supporting documentation so that a complaint can be investigated efficiently.

Hydron may update this Policy from time to time to reflect changes in:

• Applicable law;
• Regulatory requirements;
• Products;
• Logistics arrangements;
• Payment systems;
• Warranty or service procedures; or
• Operational requirements.

The Policy applicable to a transaction will ordinarily be the version in force when the relevant order was placed, except where a subsequent change is required by law or provides additional rights to the consumer.

If any part of this Policy conflicts with a mandatory provision of applicable law, the applicable law will prevail to the extent of that conflict.

Nothing in this Policy limits, waives or excludes any statutory right or remedy available to a consumer under the Consumer Protection Act, 2019, the applicable Consumer Protection (E-Commerce) Rules, or any other applicable law in force in India.