Refund policy

Returns, Refunds & Cancellations

Every Lourdes Hydrofix is inspected and tested before it ships. If it isn't right for you, you can return it within 60 days of delivery.

60-day Returns

You have 60 days from the date your order is delivered to start a return.

Unopened units: if the unit is returned unopened, with factory seals intact, in its original packaging with no damage, and with all accessories and manuals included, you receive a full refund of the product price. A unit with broken seals or damaged packaging is treated as opened.

Opened or used units: we accept them if the unit and all accessories, manuals and packaging are complete and undamaged, beyond normal use. A restocking fee of 20% of the product price you paid applies, because an opened unit has to be inspected, cleaned, and re-tested before it can be used again. Units cannot be re-certified by the factory once opened.

How to Start a Return

  1. Fill out the return form at https://holyhydrogen.com/pages/refund-request or email support@holyhydrogen.com

  2. We will call you within two business days to go over your order and the return

  3. Short video interview. We'll invite you to a brief video conversation about your experience with the Hydrofix. It helps us understand what didn't work and improve for future customers

  4. Ship it back. We send return instructions and the return address. Please don't send a unit back without them

  5. Refund. Once we receive and inspect your return, we issue your refund to the original payment method within 3 business days. Your bank or card issuer controls when it appears on your statement

Return Shipping

You pay for return shipping. Please use a trackable, insured service; we can't be responsible for packages lost or damaged on the way back to us. Pack the unit in its original packaging and according to our packing instructions. Items intentionally damaged or damaged due to poor packing may not receive a complete refund.

What Isn't Refunded

  • Original shipping charges

  • Taxes, duties and customs fees

  • Credit card processing fees (domestic orders: 2.4% + $0.30, international orders: 3.4% + $0.30)

  • Fees and interest charged by installment providers such as Shop Pay Installments (5.9% + $0.30)

  • Opened cannulas and nose pieces, for hygiene reasons

Accessories and Cartridges

Unopened accessories and cartridges can be returned within 60 days of delivery for a full refund of their price. Opened cartridges, filters and other consumables can't be returned.

Damaged or Defective on Arrival

If your order arrives damaged or doesn't work, contact us within 14 days of delivery at support@holyhydrogen.com or (503) 765-6119. We'll repair or replace it at no cost to you, including shipping. After that, your Lourdes Hydrofix is covered by its 12-month warranty.

Cancelling an Order

  • Before it ships: cancel free of charge for a full refund. Orders can ship the same business day, so contact us as soon as possible.

  • After it ships: we can't stop the shipment. You can return it under the 60-day terms above.

International Orders

International returns follow the same terms. You pay shipping and any customs charges in both directions, and duties and import fees aren't refundable. Contact us before sending anything back so we can help it clear customs.

Packages Returned to us by the Carrier

If a package comes back to us as refused, unclaimed or undeliverable, we'll refund the product price minus the original shipping cost and any return shipping and fees we're charged.

Questions

Contact our US-based support team at support@holyhydrogen.com or (503) 765-6119.


Policy last updated: October 1, 2026