Refund policy

Return and Refund Policy

Last Updated: July 18, 2026

At Hydra, the health, safety, and hygiene of pets are our absolute priorities. Due to the sanitary nature of pet feeding products and strict cross-contamination prevention protocols, our return policy is highly restrictive. Please read the terms applicable to your specific region carefully prior to completing your purchase. By purchasing from our store, you legally agree to these terms.

1. United States & Rest of World (Non-EU, Non-IL)

All Sales Final. In accordance with applicable consumer protection laws, we do not accept returns, issue refunds, or process exchanges for buyer's remorse, change of mind, or pet behavioral incompatibility. Returns are strictly limited to products that arrive damaged during transit or possess a verified manufacturing defect out of the box.

2. European Union (EU) & United Kingdom

In strict compliance with EU and UK Consumer Rights Directives, eligible customers have the right to withdraw from their purchase within 14 days of delivery. However, the following mandatory conditions apply:

• Return Shipping Costs: By law, the consumer is 100% responsible for bearing the direct cost of returning the goods. All approved returns must be shipped directly to our global processing facility located in Israel using an international trackable shipping service. We do not provide prepaid return shipping labels, and any customs duties incurred upon return will be deducted from your refund.

• The Hygiene Exemption (Strictly Enforced): Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal is voided for sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery. If the product packaging has been opened, the product assembled, touched by a pet, or shows any signs of moisture or use, the return request will be legally rejected.

3. Israel (Local Customers)

In accordance with the Israeli Consumer Protection Law (1981) regarding remote sales transactions, Israeli customers may cancel their order within 14 days of receiving the product.

• Cancellation Fee: A legally mandated cancellation fee of 5% of the transaction price or 100 NIS (whichever is lower) will be deducted from the refund.

• Return Shipping: The customer is fully responsible for arranging and paying for the return shipping to our facility in Ramat Gan, Israel.

• Hygiene Exemption: As per Ministry of Health and consumer protection guidelines, products presenting a sanitary risk cannot be returned once opened. The product must be returned strictly unused, and in its original sealed packaging. If the product has been unsealed, exposed to a pet, or used, the right to cancel is immediately voided.

4. Mandatory Return Authorization Process (RMA)

We do not accept unexpected or unauthorized returns. Any package sent back to the manufacturer in China, or to our facility without prior authorization, will be disposed of immediately, and no refund will be issued.

To initiate a legally eligible return, you must complete the following rigorous verification process:

1. Contact our legal and support team at hydrabowls@gmail.com with your Order Number and Full Name.

2. Provide a clear, unedited, and continuous video demonstrating that the item is 100% unused, completely dry, and in its original, undamaged packaging.

3. Provide a written declaration that the bowl has not come into contact with any animal or water.

Our quality assurance team will review your submission within 3-5 business days. If approved, you will receive an RMA number and the exact shipping address in Israel.

5. Damaged or Defective Items

We thoroughly inspect all items before dispatch. However, if your item is damaged or defective, the following rules apply:

• Transit Damage: If your product arrives damaged due to shipping, you must report it to hydrabowls@gmail.com within 48 hours of the carrier's delivery timestamp, including clear video/photo evidence of the damaged shipping box and the product.

• Manufacturing Defects: Claims regarding manufacturing defects are handled in accordance with the statutory warranty rights of your jurisdiction. You must provide clear evidence that the defect existed at the time of delivery and was not caused by improper use, pet damage (e.g., chewing, scratching), or failure to follow maintenance instructions. Upon verification, we will issue a free replacement unit. Refunds for transit damage or defects are issued solely at our discretion.

6. Pet Behavior and Adaptation Disclaimer

As explicitly stated on our product pages, the Hydra floating bowl features a unique anti-spill design. Some pets may require an adaptation period to learn how to drink from it. Furthermore, some playful pets may intentionally splash water using their paws. A pet refusing to use the bowl, requiring time to adapt, or playing with the water does NOT constitute a "defective" product. Such instances are behavioral and are absolutely not eligible for a defect-related return or refund under any consumer law.

7. Chargebacks and Payment Disputes

Any fraudulent chargebacks or payment disputes filed with your credit card issuer or PayPal without first following our mandatory RMA process will be considered a breach of contract. We will vigorously contest all such disputes using this agreed-upon policy, your communication history, and your delivery confirmation records.