TL;DR – You must request a Sales Return for stock items within 10 business days of delivery. Products must be unused, undamaged and in their original packaging. Obtain a return authorisation (Sales Return) before sending goods back. Refunds are processed within 10–15 business days after inspection, excluding shipping and handling fees. Custom or special‑order items are non‑returnable unless defective.

1. Return Window and Eligibility

• Stock items may be returned within 10 business days of delivery for a refund or credit, provided they are unused, undamaged and in their original packaging with all accessories and documentation.

• The following items cannot be returned unless faulty or not as described: custom‑manufactured or special‑order products (including cut‑to‑length tubing, bespoke assemblies or configured panels), clearance or end‑of‑line items identified as non‑returnable, hygiene or medical‑grade products once packaging has been opened, and ESD‑sensitive devices if the protective packaging has been compromised.

2. Non‑Returnable Items

Custom or special‑order items, cut‑to‑length goods, clearance items and hygiene‑critical products are non‑cancellable and non‑returnable (NCNR) except where they are faulty under warranty or not supplied as described.

3. Return Process
4. Request authorisation: Contact us at sales@hydramatics.co.za or +27 11 608 1340 within the return window. Provide your order number, product codes, quantities and reason for return. We will advise how to log a Sales Return in your customer portal or issue a return authorisation number.
5. Receive authorisation: We will confirm whether the item is eligible for return and provide a return authorisation (Sales Return) and instructions. Do not send items back without authorisation, as this may delay processing.
6. Pack your items: Ensure the products are securely packed in their original packaging with all accessories and documentation. Include a copy of your invoice and mark the return authorisation number clearly on the package.
7. Send the goods: Return the goods to Hydramatics Returns Department, 15 Village Crescent, Linbro Business Park, Sandton 2065, South Africa at your cost. You may arrange your own courier or request us to coordinate collection (additional charges apply).
8. Inspection and refund: Once we receive the returned goods, we will inspect them to ensure they meet the return criteria. Approved returns will be refunded via the original payment method or credited to your account within 10–15 business days. If goods do not meet our return criteria, we will notify you and return them at your expense.

4. Handling Fee

A restocking or handling fee of up to 15 % may apply to returns of correctly supplied goods. We will inform you of any applicable fees during the authorisation process. No fee applies for returns arising from our error or for defective products under warranty.

5. Faulty or Defective Products

If a product develops a fault within its warranty period, please refer to our Warranty & Service Policy. Contact our technical support team at sales@hydramatics.co.za for assistance. We will repair, replace or refund faulty items in accordance with the warranty terms and South African law.

6. Cancellations

• Before dispatch: Standard stock orders may be cancelled before dispatch. Cancellations of special‑order or custom products may be subject to charges if production has already started.

• After dispatch: Orders that have already been dispatched are treated as returns under this policy.