Warranty and Return PolicyWARRANTY: All H2o Labs and Durastill new water distillers are delivered with a One Year, 100% Parts and Labor Warranty to the original owner. Warranty applies to all non-glass parts of the distiller, INCLUDING ELECTRICAL PARTS. (Many look-alike competing model warranties do not cover electrical parts for more than 30 days.) Glass items, such as the carafe, are not warranted against breakage unless received broken and reported to H2o Labs within 7 days of receipt. Exclusive H2oLabs extended warranties, (up to 3 years), are available for purchase. Damage caused by improper handling, installation or maintenance; using well water without sufficient pre-filtering in order to reduce hardness to less than 120 ppm, abnormally highly polluted or other substandard source water; boiler pitting caused from excessive amounts of chlorides in the source water; or use of voltage converters or transformers, or a model ordered that is not the correct voltage for the country in which it will be used, or customer misuse or damage due to customer's faulty or incompatible electrical wiring is not covered. Shipping charges, (to and from customer), must be paid by the customer and will not be reimbursed, (unless a faulty item was detected by customer upon receipt.) Additional warranty details at bottom.
SHIPPING DAMAGE CLAIMS, (especially glass items), must be made immediately upon receipt of package. If item was damaged in shipment, please call us at 800-990-3560 Ext. 3 in order to file a claim for reimbursement of the cost of repair or replacement of the item.
REFUNDS: We guarantee that our top quality water distillation systems will make the very purest water when compared to any other method of home water purification! Besides our 100% Parts and Labor Warranty and our Purest Water Guarantee, no other guarantees apply including but not limited to assertions like "I changed my mind." (We can’t offer the lowest prices if we have to pay for unnecessary product returns.) So if you have any questions at all, please contact our friendly Customer Service department before purchasing for answers. Only under special circumstances within 30 days of purchase, and COMPLETELY AT OUR DISCRETION, qualifying units authorized to be returned will be subject to an examination/restocking fee in the amount of 20% of the purchase price, if in brand new and unused condition, or a refurbishing/restocking fee in the amount of 50% of the purchase price if the item has been used, even once. Refurbished or used 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 30 days of purchase.) All return shipping charges must be paid by the customer and original shipping charge will be deducted from any authorized refund amount.
Large Orders: Orders that are $10,000 and more will have a 3% order total cancellation fee. This charge can be attributed towards another order over $10,000 if made within 30 days of the cancellation.
RETURNS for any reason must include a PREAUTHORIZED Return Merchandise Authorization number, (RMA#), that has been obtained 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. 3
(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 refurbished units), 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.
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 enclose it with the product being returned. SHIP TO THE ADDRESS SPECIFIED TO YOU WHEN OBTAINING YOUR RMA NUMBER.
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 #: ____________________________
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 here!
Additional warranty details: We warrant our products against defects in materials or workmanship during ordinary consumer use. This limited warranty does not cover product issues caused by any other reason, for the time periods and conditions set forth below when purchased directly from H2o Labs, Inc. or from an authorized H2o Labs, Inc. dealer. For a period not to exceed twelve months from the original date of purchase of the product, H2o Labs, Inc. will, solely at its discretion, repair or replace a system or component that it deems is not functioning properly during the stated warranty period.
Although H2o Labs, Inc. guarantees their systems to produce the purest water when compared to other water purification methods, H2o Labs Inc. does not guarantee any specific PPM or TDS reading due to testing inconsistencies and other environmental factors, only that the reading will be better than that obtained from water produced from other methods of home water purification.
H2o Labs, Inc. shall not be held liable for incidental or consequential damage to personal property from, but not limited to, a defective unit, improper use, abuse, accident, or neglect, etc. It is the customer’s responsibility to prevent misuse of the system and to replace parts, when, due to the natural course of wear and tear, they must be replaced. To obtain warranty service, you must provide a dated receipt for the product and pay for any shipping charges incurred to return the product to H2o Labs, Inc.
This warranty will not apply to units which have been used for purposes not intended, which have been altered so as, in the manufacturers judgment, to adversely affect its performance. This warranty is for the original retail purchaser only, and cannot be transferred.
The laws of the state of Nevada, USA will govern any disputes regarding this warranty or claim made. This warranty, which is given expressly in lieu of all warranties, expressed or implied, or merchantability and fitness for a particular purpose, constitutes the only warranty made by H2o Labs, Inc.