Refund Policy

Refund Policy

Refund Policy

Last updated: August 25, 2026

At The Hydration Atelier, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help. This policy explains how returns, refunds, exchanges, and warranty claims work when you shop with us.

Returns, Refunds & Exchanges

Return Window

You may return any eligible item within 30 days of delivery for a full refund or exchange. We ask that items be returned in their original condition — unused, unwashed, and with all original tags, packaging, and accessories included.

Eligibility & Conditions

• Items must be purchased directly from The Hydration Atelier (hydrationatelier.shop).
• Products must be in their original packaging with all tags and labels attached.
• Items should be unused and in the same condition as when you received them.
• If you received a damaged, defective, or incorrect item, let us know within the 30-day window and we'll make it right.

How to Start a Return

To begin a return, please email our after-sales team at after-sales@hydrationatelier.shop with the following information:

• Your order number
• The item(s) you wish to return
• The reason for your return
• Your preferred resolution (refund or exchange)
• Photos if you're reporting damage or a defect

Our after-sales team will verify your order and eligibility based on this policy, then provide you with return instructions. We'll track your return from the moment it's received and ensure your refund or exchange is processed promptly.

Refunds

Once your return is received and inspected, we'll process your refund to your original payment method. Refunds are issued for the purchase price of the item(s) returned. If you paid by credit card or PayPal, the refund will be issued to the same account used at checkout.

Shipping Fees

• Standard shipping is a flat $8.00. We offer free shipping on all orders over $45.00.
• If you return an item that was eligible for free shipping and your order drops below the $45.00 threshold, the original shipping fee may be deducted from your refund.
• Return shipping costs are the customer's responsibility unless the return is due to our error (e.g., wrong item shipped, damaged in transit, or a defect).

Exchanges

If you'd prefer to exchange an item for a different size, color, or model, just let us know when you contact after-sales@hydrationatelier.shop. We'll do our best to accommodate your request based on current inventory availability.

Product Warranty

Warranty coverage follows the product information and support guidance provided for each item. For warranty questions, our quality assurance team at quality@hydrationatelier.shop can assist you with claims and coordinate with manufacturers when needed.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, with missing parts, or is not what you ordered, please contact us within the 30-day return window and we'll make it right. Our after-sales team will work with you to arrange a replacement or refund, and we'll cover return shipping costs when the issue is on our end.

Authenticity & Quality Assurance

We take the authenticity of every product we sell very seriously. The Hydration Atelier is an independent multi-brand specialist retailer, and we pride ourselves on offering genuine, high-quality products from Corkcicle, KeepCup, JoyJolt, and Schott Zwiesel. All products sold through hydrationatelier.shop are sourced exclusively from authorized distributors and approved channel partners. We do not use auction sites, liquidators, or unauthorized importers. Before dispatch, our fulfillment team performs a final check on each order, inspecting for external damage, tampering, or defects, and spot-checks random units for functionality and presentation.

Our Authenticity Commitment

If you have reason to believe a product you received is not genuine, we will investigate thoroughly. We stand behind the authenticity of every product we sell — if a product is proven to be non-genuine, we take full responsibility and will provide a complete refund, cover return shipping, and sincerely apologize for the inconvenience.

How We Handle Authenticity & Quality Claims

To report an authenticity or quality concern, email quality@hydrationatelier.shop with the following information:

• Order number or proof of purchase from The Hydration Atelier
• Clear photos of the product, including close-ups of logos, seams, and any serial numbers
• A description of why you believe it may be inauthentic or defective
• The delivery date and any relevant context

Here's what happens next:

1. Our quality assurance team acknowledges your claim within 1 business day.
2. We compare the product details against the brand's authentication criteria and may consult the brand representative.
3. We provide status updates and a final determination within 3–5 business days.
4. If the claim is valid, we immediately initiate a refund or replacement and log the case for internal review.

We aim to resolve authenticity and quality issues as quickly as possible — our goal is a complete resolution within 3–5 business days, with clear communication throughout.

Inspection Guidance

When your order arrives, we recommend you inspect the packaging and product. Check for the brand's official labeling, serial or SKU numbers, and any included documentation. Our support team can guide you through this process if you have any doubts — just reach out and we'll help.

Contact Information

We're here to help — clear support before and after your order is our promise.

Primary Support

Email: support@hydrationatelier.shop
Response time: Within 24 hours during business days

Our primary support team handles general questions about orders, products, and store policies, assists with order status and account inquiries, and provides guidance on return and shipping policies. When you contact us, please include:

• Your order number (if applicable)
• Your full name
• A clear description of your question or issue

After-Sales Department

Email: after-sales@hydrationatelier.shop
Response time: Within 24 hours during business days

For order modifications, returns, refunds, exchanges, and post-purchase issues like damage or defects, contact our after-sales team. They'll verify your order, provide return instructions, track your return, and ensure your refund or exchange is processed in a timely manner.

Quality Assurance Department

Email: quality@hydrationatelier.shop
Response time: Within 24 hours during business days

For product quality concerns, authenticity questions, defect investigations, missing parts, or warranty claims, our quality assurance team is ready to assist. They assess the issue, contact the brand when required for authentication or warranty, and arrange for replacement, repair, or refund as appropriate.

Support Hours

Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (MT)

Emails received outside these hours are queued and addressed on the next business day. For urgent issues, reply to your order confirmation email with "URGENT" in the subject line so we prioritize it.

We operate Monday through Friday and aim to resolve all concerns promptly. If a concern is not resolved within 48 hours, it is escalated to our senior support supervisor for immediate attention.

Thank you for shopping at The Hydration Atelier. We appreciate your business and are committed to making things right whenever issues arise.