SHIPPING & RETURNS
At H2OHM, we want your order to arrive safely, quickly and in perfect condition.
Please read our Shipping & Returns Policy before placing an order.
1. ORDER PROCESSING
Orders are processed during regular business days, excluding weekends and public holidays.
Once your order has been placed, you will receive an order confirmation by email.
When your order has been dispatched, you will receive shipping confirmation and tracking information where available.
Processing times may vary during product launches, promotional campaigns and periods of high demand.
2. SHIPPING DESTINATIONS
H2OHM ships to selected destinations.
Available shipping countries, applicable delivery charges and estimated delivery times will be displayed during checkout.
Orders can only be delivered to destinations supported by our shipping partners.
3. SHIPPING COSTS
Shipping costs are calculated based on the delivery destination, order value and available shipping methods.
All applicable shipping charges will be clearly displayed before completing your purchase.
Any customs duties, import taxes or additional charges for destinations outside the European Union will be disclosed or handled in accordance with applicable law and the delivery terms communicated at checkout.
4. DELIVERY TIMES
Estimated delivery times are provided during checkout or in your shipping confirmation.
Please note that delivery estimates are not guaranteed delivery dates unless expressly agreed.
If delivery is delayed, we will handle the matter in accordance with applicable consumer protection legislation.
5. RETURNS & RIGHT OF WITHDRAWAL
Food Safety First
H2OHM sells consumable beverage products.
For hygiene and food safety reasons, we cannot accept returns of opened or unsealed products where the applicable statutory exception applies.
Unopened Products
Consumers purchasing online within the European Union generally have the right to withdraw from an eligible purchase within 14 calendar days after receiving their order, without providing a reason.
To exercise this right, customers must notify us of their decision within the applicable withdrawal period.
Customers may use the withdrawal form provided below or send an unequivocal statement by email.
Return Conditions
For eligible returns, products should be returned in their original packaging where reasonably possible.
Customers must take reasonable care of the products.
Customers may be responsible for any reduction in product value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where a product is legally excluded from the right of withdrawal because its seal has been broken after delivery and it is unsuitable for return for health protection or hygiene reasons, that exception will apply.
6. RETURN PROCEDURE
To request a return, please contact:
Include:
- Your full name
- Order number
- Products you wish to return
- Date of receipt
Once your request has been received, our customer service team will provide the relevant return instructions.
Where the statutory withdrawal right applies, customers must send the eligible products back within 14 days after notifying us of their withdrawal.
7. RETURN SHIPPING COSTS
For a change-of-mind return under the statutory withdrawal right, the customer is responsible for the direct return shipping costs, provided this has been properly communicated before purchase.
Where products are defective, incorrect or otherwise non-conforming, applicable statutory remedies and cost-allocation rules apply.
8. REFUNDS
Where a valid statutory withdrawal is exercised, H2OHM will reimburse the payments required by law, including standard outbound delivery charges where applicable.
Refunds will be issued within 14 days of receiving the withdrawal notification.
We may withhold reimbursement until we have received the returned goods or the customer has supplied evidence of having sent them back, whichever occurs first.
Refunds will normally be issued using the original payment method unless otherwise agreed.
No additional refund fee will be charged.
9. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives damaged, defective or incorrect, please contact us as soon as possible.
For faster assistance, we recommend contacting us within 48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Photographs of the affected products
- Photographs of the shipping packaging where relevant
We will assess the situation and provide an appropriate remedy in accordance with applicable law.
The recommended 48-hour reporting period does not limit your statutory rights.
10. PROMOTIONAL & COMPLIMENTARY PRODUCTS
Products supplied free of charge as PR gifts, influencer seeding, promotional samples or event sponsorships are not eligible for voluntary cash refunds or exchanges.
Any applicable mandatory legal rights remain unaffected.
11. INCORRECT DELIVERY INFORMATION
Customers are responsible for providing complete and accurate shipping information.
If an incorrect address is supplied, additional shipping costs may apply where legally permitted.
Please contact customer service immediately if you notice an error in your delivery information.
12. CONTACT
For shipping, returns or refund enquiries:
B-BODY BV
Bethaniëlei 35, 2970 Schilde, België
H2OHM — HYDRATE. REFRESH. REBALANCE.