Refund policy
Returns & Refunds - UK orders
We’re a small UK family business and we want every Hippo owner to be happy with their purchase. If something isn’t right, just get in touch and we’ll do our best to sort it.
30 Day Returns
We offer a 30-day return policy, which means you have 30 days from the day your order arrives to request a return.
To be eligible for a return, your item must:
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Be unused and in the same condition you received it
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Be returned with all original parts, accessories and packaging
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Include your receipt or proof of purchase
How To Start a Return
To request a return, please contact us at:
Once your return has been approved, we will send you instructions on how and where to send your item.
Please note:
Items sent back without contacting us first will not be accepted.
If you have any questions about returning an item, just drop us an email and we’ll happily help.
Damaged or Incorrect Items
Please check your order when it arrives.
If your item is damaged, faulty, or not what you ordered, contact us as soon as possible so we can sort it quickly.
Photos of the issue can really help us resolve things faster especially if the damage is down to neglectful couriers!
Non-Returnable Items
Some items cannot be returned, including:
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Personal care products such as shampoos, conditioners or grooming products once opened
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Custom made products
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Sale items
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Gift cards
If you’re unsure whether your item can be returned, feel free to ask before sending it back.
Exchanges
If you ordered the wrong item or want a different model, the quickest way is to:
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Request a return for the original item
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Place a new order for the item you would like instead
This ensures you get the replacement as quickly as possible.
14-Day Cooling Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days for any reason.
The item must still be:
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Unused
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In original condition
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Returned with all packaging and parts
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Accompanied by proof of purchase
The 14-day cancellation rights described above apply to consumer purchases only.
Orders placed by businesses or for commercial use may not qualify for these rights.
Returns & Refunds - Non UK (International) Orders
We ship Hippo Showers all over the world, from muddy yards to sunny dog-wash stations.
Because international shipping is a little more complicated, returns work slightly differently.
Change-of-Mind Returns
If you wish to return an international order, you must notify us within 14 days of receiving the goods.
Returned items must be:
• unused
• in original condition
• returned with all parts and packaging
For international returns, the customer is responsible for:
• all return shipping costs
• any customs duties or import charges
Original shipping costs are non-refundable for international orders.
Faulty Products
If your Hippo arrives damaged or develops a fault, please contact us as soon as possible with:
• photos of the issue
• a short description of the problem
Depending on the situation we may offer:
• replacement parts
• troubleshooting support
• repair
• replacement
• or refund
Unless agreed otherwise in writing, international customers are responsible for return shipping and any customs costs.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please allow a little extra time for your bank or card provider to process the refund.
If 15 business days have passed since your refund was approved and you haven’t received it, please contact us at:
Additional Return Conditions for Hippo Showers
Because Hippo Showers are specialist equipment, a few additional conditions apply to ensure safety and product integrity.
Installed or Used Shower Units
Hippo Shower units (including gas and electric models) cannot be returned if they have been:
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Installed or connected to a gas supply
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Connected to water or plumbing systems
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Used in any way
For safety and hygiene reasons, once a shower unit has been installed or used it cannot be resold and therefore cannot be returned unless faulty.
If you believe your shower unit is faulty, please contact us at info@hipposhowers.co.uk and we will help diagnose the issue and arrange repair, replacement or return where appropriate.
Missing Parts or Damage During Return
Returned items must include all original components, hoses, fittings, manuals and packaging.
If items are returned with missing parts, signs of use, or damage caused during return shipping, we may deduct an appropriate amount from the refund to cover replacement parts or loss in value.
Temporary Use / Event Purchases
Hippo Showers products are sold for permanent use. They are not available for short-term hire or temporary event use.
Items that show signs of use, installation, outdoor use, water connection, gas connection, or general wear consistent with short-term use will not be eligible for return unless they are faulty.
This includes situations where products have been purchased for:
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Events
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Shows or competitions
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Camping trips
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Temporary yard or stable use
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Any short-term requirement
If a returned item shows evidence of use, the return may be refused or subject to a deduction for loss in value.
Return Shipping
Unless an item is faulty or sent in error, the cost of return shipping is the responsibility of the customer.
Because some Hippo Shower units are large or heavy, we recommend using a tracked and insured delivery service when returning items.
Hippo Showers cannot be responsible for items that are lost or damaged during return transit.
Fault Diagnosis
Sometimes issues with portable showers are caused by user error such as setup, gas supply, water pressure, or pump configuration rather than a product fault.
Before returning a unit, our Hippo team may first help troubleshoot the issue with you to resolve it quickly without the need for a return - and saving you money!
Thank you
Team Hippo