Warranty & Returns Policy
Your consumer rights come first
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to every product category where consumer law applies, including sale, clearance, special-order and custom-made goods. A short warranty period, change-of-mind exclusion or restocking fee does not limit a statutory remedy. We do not charge a restocking fee for a remedy under consumer law.
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 when it arrives and contact us if anything is damaged or missing. Where possible, include photos of the product and packaging to help us investigate. Photos or original packaging are not a condition of your statutory consumer rights.
Warranty Returns
We will assess the problem and provide the remedy required by the Australian Consumer Law. For a major failure, you choose a refund or replacement, or you can keep the goods and claim compensation for their reduced value. For a minor problem, we can provide a free repair within a reasonable time. If we cannot or will not fix it within a reasonable time, you have further rights, including repair elsewhere at our reasonable cost or a refund or replacement.
Refund: Where a refund is due, it is returned through the payment method used for the order, unless we agree another lawful method with you. You do not have to accept store credit instead of a refund you are entitled to.
Replacement: A replacement product will be dispatched, with tracking details provided.
Repair: The faulty product will be repaired and returned, with tracking details provided.
Contact us with your order reference or other proof of purchase and a description of the problem. If the item can be easily posted or returned, please arrange its return with us. You can raise a consumer guarantee claim with Hyalite; you do not have to deal only with the manufacturer.
If the product is confirmed to be faulty, reasonable postage, packaging, or transportation costs will be reimbursed.
Please package goods securely for return. Damage or modifications do not automatically cancel your rights. A remedy may not be available for a problem caused by misuse or a modification, but this does not exclude a claim for an unrelated fault.
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, it is refunded to the same payment method together with the product refund.
Change of Mind Returns
Change of mind returns are considered case by case. Please review your order carefully before purchasing.
Change of mind returns are at Hyalite's discretion and may be declined.
The following conditions apply only to an accepted change-of-mind return. They do not apply to a remedy you are entitled to under consumer law:
You must follow the return process described on this page and any additional instructions we give you.
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.
Additional 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.
Consumer guarantees and longer warranties
The warranty periods above are additional promises, not time limits on statutory consumer guarantees. Products must meet the quality and durability requirements of consumer law, which can extend beyond a stated warranty period. A longer manufacturer warranty also applies in addition to those rights.
Items excluded from change-of-mind returns
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 (no change-of-mind returns).
Clearance items (no change-of-mind returns).
For help with a return, contact sales@hyalite.com.au. Last updated: 8 October 2026.