Hydrion support

How can we help you?

Write to us about anything to do with your order or your Hydrion device. A person from our team reads and answers every message.

Email

info@gethydrion.com

We answer within 1 to 2 working days.

Phone

+40 793 173 700

Monday to Friday, 9:00 to 17:00 Romanian time.

Contact form

Send us a message and include your order number if you have one.

Open the form

Help with an order

Send us your order number and the email address you used at checkout so we can find your order quickly. As soon as your parcel leaves us, you get a tracking link by email.

Delivery to Austria

  • Shipping€9,90
  • Free shipping from€100
  • Delivery time4-5 working days

We process orders within 1 business day, and the delivery time counts from dispatch.

Shipping policy

Returns and refunds

This is a short version of our refund policy. If anything differs, the full policy applies.

  • You can return your order within 30 days of delivery, for any reason.
  • Items must be unused and in their original packaging, with your receipt or proof of purchase.
  • You pay for the return shipping, and we recommend a tracked service.
  • A restocking fee of €17 is deducted from approved returns, and the original shipping cost is not refunded.
  • Once we have received and checked your return, the refund goes back to your original payment method within 10 business days.
  • Some items can't be returned, such as gift cards or anything that has been used. The full policy lists them all.

To start a return, email info@gethydrion.com with your order number and the reason. We send you the return address once your request is approved.

Read the full refund policy

Damaged, faulty or wrong item

  1. 01

    Check your parcel

    Please look over your order as soon as it arrives.

  2. 02

    Tell us straight away

    Email us your order number together with photos of the problem.

  3. 03

    We put it right

    For a damaged or defective item we arrange a replacement or a full refund at no extra cost to you.

Warranty and legal guarantee

Your legal guarantee in the EU

If you live in the European Union, the law gives you a guarantee of conformity for 2 years from delivery. During that time the seller is responsible for any lack of conformity that already existed when the product was delivered. Any commercial warranty applies on top of this right and does not limit it.

If your Hydrion device is defective, contact us with your order number and a photo or short video of the fault. Our refund policy covers defective items with a replacement or a full refund at no additional cost to you.

Before you write to us, charge the device fully and go through the steps on our how to use page. That often solves the problem.

How to use your Hydrion

One year limited warranty for the Smart Leak Detector

  • The warrantor is THE AXN SRL. The warranty is given to the original purchaser and starts on the day the product is delivered.
  • It covers defects in materials and workmanship. Hydrion repairs or replaces the parts it finds defective at no charge, including the shipping for inspection and for the replacement.
  • Register your system with Hydrion within 90 days of purchase to obtain the warranty.
  • Carry out the periodic maintenance described in the manual. The warranty ends if the unit is removed from the place where it was first installed.
  • Costs for removal, installation and transport connected with a claim are not covered.
What the limited warranty does not cover
  • Purchases from unofficial sources
  • Improper handling, modification or neglect, including not following the manual for use, testing or maintenance
  • Misuse or abuse
  • Natural disasters such as lightning, floods or earthquakes
  • Unauthorised commercial use
  • Failures caused by hardware or software that is not Hydrion branded
  • Installation, maintenance or repair by unauthorised service providers
  • Damage from freezing, hot water or fire

Read the full terms in the manual (PDF)

Send us a message

Company details

Questions people often ask us

Where is my order?

You get an email with a tracking link when your parcel ships. If the tracking hasn't moved for a few days, send us your order number and we will check with the courier.

Which payment methods can I use?

The checkout shows every payment method available for your country before you pay.

How long does a refund take?

We refund within 10 business days after your return reaches us. Your bank may need a few more days to show it.

Can I exchange a product?

Yes, for an item of the same value. The quickest way is to return the item you have and place a new order once the return is accepted.

The tracking says delivered, but I can't find my parcel.

Please contact the courier first and open a claim with them. We are happy to send you any order documents you need for it.

Do you ship to my country?

We ship from Romania to every EU country and to the United States. The shipping price and delivery time for your country are shown on this page.