Refund and Returns Policy

Hidro Doko sells hydrosanitary products, solar heating systems and installation materials — product categories with a high risk of damage during transport and installation. For this reason, our returns policy is strict and short-term.

Please inspect every product immediately upon receipt. Any claim submitted after the 2-day window will be reviewed only as an exceptional case, at the sole discretion of our team.

The 2-day period begins from the moment of delivery or physical collection from our store. Here is how it breaks down:

Days are calendar days, not working days. If the second day falls on a weekend or public holiday, the window closes on that day and is not extended to the next working day.

To be eligible for a return, your item must meet all of the following conditions simultaneously:

• The item is unused — it has not been installed or connected to any water, electrical or heating system.
• The item is in the same condition as when received — free from scratches, cracks, stains or signs of handling.
• The item is in its original manufacturer's packaging, complete with wrapping, foam inserts and labels.
• It is returned together with the original invoice or purchase receipt from Hidro Doko.
• The return is initiated within the 2-day window from the date of receipt.

Hydrosanitary products (bathtubs, washbasins, radiators, solar boilers) are fragile and may be damaged during transport. If your product arrived damaged, please act as follows:

1. Refuse the delivery if you notice visible external damage at the time of delivery — return it immediately to the courier.
2. If you have already accepted it, photograph the damage immediately — the outer box, packaging and product — before moving anything.
3. Notify Hidro Doko within 24 hours of receipt via email or WhatsApp, attaching your photographs.
4. Our team will contact you within one working day to coordinate a free return or replacement.

Due to the nature of our products, the following categories cannot be returned or refunded:

Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund.

If you wish to exchange a product for a different model or the same one (e.g. due to a manufacturing defect), please follow the same procedure as for a return.

• Exchanges are accepted within the 2-day window and only if the item meets the conditions set out in section 3.
• If the replacement item has a higher price, you will be asked to pay the difference.
• If the replacement item has a lower price, the difference will be credited as a store voucher or refunded.
• Exchanges for manufacturing defects are carried out at no extra cost, provided they are reported within the window and documented.

To initiate a return or refund, follow these steps:

1. Contact us within 2 days of receiving the product — via email at info@hidrodoko.com or WhatsApp — specifying your order number and the reason for return.
2. Attach clear photographs of the product, its packaging and any defect or damage (if applicable).
3. Our team will confirm within 24 working hours whether the return is accepted and will send you further instructions.
4. Pack the product carefully in its original packaging and send it to the address provided by our team.
5. Once we receive and inspect the item, we will notify you of approval and the refund timeline.

• Our error — wrong item, damaged or manufacturing defect: Hidro Doko covers all return shipping costs.
• Voluntary exchange — no defect, change of preference: the customer covers the return shipping cost.
• Standard return — within the 2-day window for other reasons: the customer covers return shipping; Hidro Doko covers re-delivery if a replacement is sent.

For any question regarding a return, exchange or refund: