Warranty - All regularly priced products are delivered with a One Year, 100% Parts and Labor Warranty. “Outlet Special” products are delivered with a 30 Day 100% Parts and Labor Warranty. (Damage caused by customer misuse or fuse replacement due to customer's faulty electrical wiring is not covered.) All shipping charges, to and from customer, must be paid by the customer and will not be reimbursed.
Shipping damage claims must be made immediately upon receipt of package. If item was damaged in shipment, please call us at 800-990-3560 Ext. 2 in order to file a claim for reimbursement of the cost of repair or replacement of the item.
Refund Policy - We guarantee that our top quality units will perform as specified and make the purest water you have ever had, OR you can get 100% of your money back, shipping included! No other guarantees apply including but not limited to assertions like "I changed my mind." (We can’t offer the lowest prices if customers have to pay for unnecessary product returns.) So if you have any questions at all, please contact our friendly Customer Service department for answers. Qualifying one gallon countertop units authorized to be returned at our discretion for any other reason, are subject to $25 examination/restocking fee if in new and unused condition, or a minimum $45 refurbishing fee if the product has been used. Authorized refunds for larger models are subject to $50 examination/restocking fee if in new and unused condition, or a minimum refurbishing fee of 15% to 20% of the purchase price depending on the condition of returned unit. Outlet Special products are sold as is and are not eligible for refund in any case. (However, any necessary repairs will be made free of charge within the 30 day outlet warranty period.) All return shipping charges must be paid by the customer and original shipping charge will be deducted from any authorized refund amount.
Return Policy - Returns for any reason must include a PREAUTHORIZED Return Merchandise Authorization, (RMA), form that has been completed and approved in advance of shipment. The assigned RMA number must be clearly specified on any returned package. Shipping charges, to and from customer, must be paid by the customer and will not be reimbursed.
Return Merchandise Authorization
and Shipping Instructions:
To return the unit or any part for repair, please call us in advance at:
1-800-990-3560 Ext. 2
(8:00 AM to 5:00 PM Central Time Monday through Friday)
If you have a problem within your 12 month warranty period, (30 days for Outlet Special units unless Extended Warranty has been purchased), please call us at the number above and we will walk you through the steps to correct the problem, or we will repair your unit or send you any necessary replacement part free of charge. (Customers are responsible to pay for all shipping charges.) Follow “Return Steps” below.
Return Steps:
1) Call H2oLabs Customer Service Department at the number above to obtain an RMA number, (Return Merchandise Authorization). IMPORTANT: Do not send any item back without calling first. Repairs cannot be made without an RMA and we are not responsible for lost or misdirected shipments that do not have an RMA.
2) Print and fill out this form completely and mail separately, (not in the product box), to:
H2oLabs, 10100 W. 87th Street, Suite 111, Overland Park, KS 66212
3) Using the original shipping box and packaging material if available, box up and return the entire unit to the address above, with your name, address and “RMA” number written clearly on the box. (When returning a unit for repair, it is not necessary to return the collection container, cleaning crystals or charcoal sachets). If original shipping box and packaging materials are not available, items must be securely packaged in a durable box.
***IMPORTANT*** The RMA number must be clearly written on the outside of the box.
H2oLabs is not responsible for units returned without an RMA Number.
(Additional fees will apply if no RMA number is noted.)
Call United Parcel Service, (UPS), at 1-800-PICK-UPS (742-5877) to arrange for a pickup.
(Expedited, overnight shipping or insurance is not necessary.)
Print your name and address clearly:
_________________________________________________
_________________________________________________
Product Name/Model #: ____________________________
Serial Number:_____________________________________
RMA#: ___________________________________
RMA Date: ________________________
Date Purchased: ___________________
Actual Return Date: _________________
Approximately how many times did you use the product? _______
Please explain what is wrong with item:
_____________________________________________________
_____________________________________________________
_____________________________________________________
For a printable version of this form, click on “Customer Service” in the menu at the top of this page, and then click on “Return Form”.