IMPORTANT: This policy supersedes any other policy or information on the website, in the case that it disagrees with this policy.
Refunds and Shipping
All of our machines come with a 60-day “No Questions Asked” return policy. If the machine has been set up and used, there will be a 20% restocking fee deducted from the refund price. Also, the Accessory Pack price will be deducted from the refund, as we cannot accept used personal items. Any shipping fees paid are not refundable. Customer pays for shipping back to us in the event of a return.
PLEASE NOTE: For a 100% refund (less shipping paid), machines must be in unused and sellable condition and in original packaging. This return policy is not a “try it and return it” policy. Machines that have been used must be returned in original packaging and will incur a 20% restocking fee, with the price of the Accessory Pack deducted from the refund, as well. The condition in which your items are returned could affect your refund. Customer pays to ship the item back to us. Accessories are not eligible for return/refund.
Unused and Sellable Condition
Unused and sellable condition refers to an unused product in new condition with no dents, dings, cracks, stains, odors, dirt, animal hair, or other disqualifying issues. Used machines are not returnable for 100% refund. If returned in unsellable condition, additional restock fees will apply.
Sellable Condition
Sellable condition refers to a product in new condition with no dents, dings, cracks, stains, odors, dirt, animal hair, or other disqualifying issues. If returned in unsellable condition, additional restock fees will apply.
Warranty issues
During the first 30 days after purchase we will assist you with any warranty issues and there will be no shipping cost to you. Hydrogen Research reserves the right to replace or repair. We will service machines after 30 days as needed and are committed to making sure that your machine is in good working condition for years to come. If the service required is due to an unexpected component failure, this will be done at no cost to the customer. For issues related to normal wear and tear, operator error, or other damage, nominal charges will apply to cover the cost of the repair, and customer pays for shipping.
Damaged or Defective Items
Any product received damaged or defective will be promptly replaced or repaired at no cost to the customer if we are notified within 7 days from date of receipt. Shipping companies will not insure or allow us to place claims after this period of time. It is the customer’s responsibility to immediately check your item for damage or defect upon receiving.
If the service required is due to an unexpected component failure, this will be done at no cost to the customer. For issues related to normal wear and tear, operator error, or other damage, nominal charges will apply to cover the cost of the repair, and customer pays for shipping. Hydrogen Research reserves the right to replace or repair.
Contact us at +1 646-849-9099 for questions related to refunds and returns.