Refund policy

We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

Standard Returns

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a standard return, your item must be in the same condition that you received it, unworn or unused, with tags attached and, where possible, in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, you can either:

If your return request is approved, we'll provide the return address and instructions for returning your item by mail.

Returns sent back without first requesting a return may not be accepted.

Return Shipping Costs

For standard returns, customers are responsible for arranging and paying the cost of return shipping.

We do not charge a restocking fee.

If an item is faulty, damaged or incorrectly supplied, we will cover reasonable return shipping costs.

We recommend using a tracked shipping service when returning an item, as we cannot be responsible for returns that are lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is defective or damaged, or you receive the wrong item, please contact us as soon as possible at contact@h2oathletics.com with your order number and details of the issue.

We may ask you to provide photographs or other information so that we can assess the problem and resolve it as quickly as possible.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement, refund or other remedy in accordance with applicable consumer protection laws.

Non-Returnable Items

The following items cannot be returned under our standard returns policy:

  • Gift cards
  • Items specifically identified as Final Sale at the time of purchase

A discounted or sale price alone does not make an item Final Sale unless it is specifically identified as such.

This does not affect any statutory rights that may apply under applicable consumer protection laws, including rights relating to faulty, damaged or incorrectly supplied goods.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different item is to return your original purchase in accordance with this policy and place a new order separately.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

We aim to inspect returned items and process approved refunds within 5 business days of receiving the return.

If approved, your refund will be issued to your original payment method. Your bank, credit card provider or payment provider may require additional time to process and post the refund to your account.

If you have not received your refund within 15 business days after we have confirmed that it has been approved, please contact us at contact@h2oathletics.com.

Unless required otherwise by applicable law, original shipping charges are not refundable for standard returns.

European Union Right of Withdrawal

If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.

To exercise your right of withdrawal, you must notify us before the end of the 14-day withdrawal period by either:

After notifying us, you must return the goods without undue delay and no later than 14 days after informing us of your decision to withdraw.

You may inspect the goods as you would in a physical retail store to establish their nature, characteristics and functioning. If the goods have been handled beyond what is necessary for this purpose, we may reduce your refund to reflect any resulting loss in value, where permitted by applicable law.

Unless the item is faulty or we have agreed otherwise, you are responsible for the direct cost of returning the goods.

Following a valid withdrawal, we will reimburse payments received from you as required by applicable law, including the cost of the least expensive standard delivery option offered by us.

If you chose a more expensive delivery option, such as express delivery, we are not required to refund the additional cost above our least expensive standard delivery option.

We will make the reimbursement within the period required by applicable law. We may withhold reimbursement until we have received the returned goods or you have provided satisfactory evidence that you have returned them, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase unless you expressly agree otherwise.

Taxes, Duties and Customs Charges

Where import duties, taxes or customs clearance charges have been collected as part of your order, their treatment following a return will depend on the destination, applicable law and how those charges were collected.

Where a refund of such charges is required by applicable law and can be processed by us or our cross-border service provider, the applicable amount will be refunded accordingly.

Where duties, taxes or customs charges have been paid directly by you to a customs authority, carrier or other third party, we may be unable to refund those amounts. You may need to contact the relevant authority or service provider regarding any available refund.

Your statutory rights under applicable consumer protection laws remain unaffected.

 

Contact & Business Information

If you have any questions about a return or refund, please contact us:

Email: contact@h2oathletics.com

H2OAthletics is owned and operated by The Hush Group Limited, a company registered in Hong Kong.

Business address:
The Hush Group Limited
Flat E 1/F VILLA DORADA
124-126 BLUE POOL ROAD
HAPPY VALLEY
Hong Kong