Warranty and Return
Warranty & Returns Policy
Product Condition & Shipping Precautions
All bottles are sold brand new from the manufacturer unless otherwise stated. Smaller bottles are securely taped before leaving the store to minimise the risk of leakage during transit.
Please inspect your order upon arrival for any damage that may have occurred during shipping. If you need to make a claim for damaged goods, contact us promptly with details and clear photos as evidence. Be sure to include images of the packaging and any signs of leakage, damage, or tampering.
Warranty Returns
If a product is found to be faulty or damaged, we are required to provide one of the following remedies within 10 business days of being notified:
Refund: A refund will be processed via the Marketplace Portal.
Replacement: A replacement product will be dispatched, with tracking details provided.
Repair: The faulty product will be repaired and returned, with tracking details provided.
Customer Responsibilities: If the item can be easily posted or returned, the customer must arrange its return.
If the product is confirmed to be faulty, reasonable postage, packaging, or transportation costs will be reimbursed.
The product must be securely packaged for return shipping. Items that arrive damaged, smashed, or modified in any way will void the warranty.
Return Addresses:
For Australian returns, send items to:
Hyalite Varsity Lakes
1/10 John Duncan Court, Varsity Lakes QLD 4227
For New Zealand returns, send items to:
Hyalite Hamilton
1C Sunshine Ave, Te Rapa, Hamilton 3200
For products that are too large, heavy, or difficult to return, we will arrange collection at our cost.
We aim to respond to all warranty-related inquiries within 2 business days.
Return Shipping Reimbursement
If a refund includes reimbursement for return shipping, we will contact the marketplace with the order number, refund amount, and reason.
Refunds are not issued directly to the customer.
Change of Mind Returns
Each seller sets their own policy regarding change of mind returns. Customers should carefully review their orders before purchasing.
Change of mind returns are at the sole discretion of the seller and may be declined.
If a return is accepted, the following conditions apply:
Customers must follow the return process outlined in the Seller Terms or any additional instructions provided by the seller.
The item must be unused, in its original packaging, and in new condition.
All shipping costs are the customer’s responsibility.
A 15% restocking fee will be deducted from the refund.
To initiate a return, please call or email us.
Warranty Periods
pH Probes & Measuring Instruments
Non-replaceable probes & pens: 12-month warranty from the date of purchase.
Replaceable pH probes: 6-month warranty from the date of purchase.
Lamps & Bulbs
All lamps and globes are covered by a 6-month warranty from the date of purchase.
Other Products
Covered by the 1-year Australian Consumer Guarantee, unless a longer manufacturer warranty applies.
Non-Returnable Items
The following items cannot be returned due to a change of mind:
Nutrients, additives, lamps, lights, CFLs, and growing substrates.
Custom-made items (e.g., NFT channels, aluminum frames cut to specification).
Special order items (marked as "Special Order" on the invoice).
Items cut to size at your request (e.g., films, tubing, flower support mesh).
Commercial quantity purchases (non-refundable).
Clearance items (no change-of-mind returns).
