Refund & Return Policy

Unopened products

If your product is still sealed and unopened, you may request a return within 14 days of delivery for a refund of the product price (shipping costs are non-refundable). The customer is responsible for return shipping.

Opened products

Because our products are sensitive cosmetics that come in direct contact with skin, we cannot accept returns or issue refunds on any product that has been opened, used, or had its hygiene seal broken. This is for the health and safety of all our customers.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or you received the wrong item, please email hello@hydrosaeng.com within 7 days of delivery with your order number and clear photos. We'll send a replacement or issue a full refund at no cost to you.

Allergic reactions

While our formulas are designed to be gentle, every skin is different. If you experience an adverse reaction, stop use immediately and consult a healthcare provider. Please contact us — we review these cases individually.

How to request a return

1. Email hello@hydrosaeng.com with your order number and reason for return.
2. We'll respond within 1–2 business days with instructions.
3. Once we receive and inspect the returned item, refunds are processed within 5–10 business days to the original payment method.

Cancellations

Orders can be cancelled within 12 hours of being placed, as long as they haven't shipped. Email us right away.