Refund policy
WateRx Return and Refund Policy
Effective date: September 2, 2026
We want customers to receive the correct WateRx products in good condition. This policy explains which products may be returned, which products are final sale, and how to report an incorrect, damaged, defective, or missing product.
Recharge Products Are Final Sale
Because recharge products contain sensitive filter media and treatment materials, WateRx does not accept returns of recharge products.
Except where applicable law requires otherwise or WateRx expressly agrees in writing, all recharge products—including recharge media, recharge-material kits, and replacement cartridges sold for system recharge—are final sale and are not eligible for return, exchange, or refund.
This policy applies even if the recharge product is unopened or unused. It includes returns requested because the customer:
- Changed their mind;
- No longer wants the product;
- Decided not to use the product;
- Ordered the product before confirming that a recharge was needed; or
- Refused or failed to accept delivery.
Returning or refusing delivery of a recharge product without WateRx’s prior written authorization does not create a right to a refund.
WateRx may, in its sole discretion, authorize an exception in unusual circumstances. Any exception must be approved by WateRx in writing before the product is returned, applies only to the specific transaction approved, and does not waive this policy for any other purchase.
This final-sale policy does not limit claims involving an incorrect item, shipping damage, a product defect, or any warranty or consumer right that cannot lawfully be limited.
Returns of Eligible Non-Recharge Products
A non-recharge product may be eligible for return if you contact WateRx within 30 days after delivery and the product:
- Is unused and uninstalled;
- Has not been connected to a plumbing or water-treatment system;
- Has not been altered, damaged, contaminated, or subjected to improper storage;
- Is complete and in its original packaging; and
- Includes all components, accessories, manuals, labels, and other materials supplied with it.
Proof of purchase is required.
Receiving authorization to send a product to WateRx does not guarantee a refund. Returned products are inspected after receipt. WateRx may deny a return or reduce the refund when a product does not satisfy this policy, has missing components, or has been damaged after delivery.
Products That Cannot Be Returned
Unless applicable law requires otherwise or WateRx approves an exception in writing, we do not accept returns of:
- Recharge media, recharge-material kits, or replacement cartridges sold for system recharge;
- Products that have been installed, used, connected to plumbing, exposed to water, opened in a manner that exposes treatment media, or otherwise placed into service;
- Products that have been altered, modified, damaged, contaminated, improperly stored, or handled contrary to their instructions;
- Custom, specially configured, or special-order products;
- Products missing components, packaging, labels, manuals, or accessories;
- Gift cards, if offered; or
- Products designated as final sale on the product page or at checkout.
Incorrect, Damaged, Defective, or Missing Products
Please inspect your order promptly after delivery. Contact WateRx as soon as reasonably possible if:
- You received a product different from the product ordered;
- An item or component is missing;
- The shipment arrived visibly damaged;
- The product appears defective; or
- Tracking shows delivery but the package cannot be located.
Please retain the product, packaging, shipping label, and all included materials while the claim is reviewed. We may request photographs, serial or model information, a description of the issue, troubleshooting information, or other reasonable documentation.
Do not install, use, discard, modify, or return a reportedly incorrect, damaged, or defective product unless WateRx instructs you to do so.
After reviewing the claim, WateRx may provide troubleshooting assistance, send a missing component, replace the affected product, authorize a return, issue an appropriate refund, or provide another remedy required by an applicable warranty or law.
Compatibility and Product Selection
Customers are responsible for reviewing product descriptions and providing accurate information about their WateRx system before ordering. Replacement cartridges, components, and recharge materials must be matched to the correct system.
If you are uncertain which product is appropriate, please contact WateRx before placing the order. Ordering an incompatible recharge product does not make that product returnable unless WateRx supplied the incorrect product or expressly approved the return in writing.
Tank Swap Products
Tank Swap products are governed by the instructions and conditions displayed on the applicable product page, at checkout, or provided with the shipment.
A Tank Swap transaction may require the customer to return an existing tank, vessel, packaging, or other specified component within a stated period. That required exchange is part of the Tank Swap service and is not a return of the newly purchased product under this policy.
Customers must follow all Tank Swap packaging, shipping, deadline, deposit, and return instructions. Any applicable non-return charge, replacement charge, or deposit condition will be disclosed with the Tank Swap offer.
How to Request a Return or Report a Problem
Before sending any product to WateRx, contact us at:
Email: contact@waterx.com
Telephone: 800-548-5785
Please provide:
- Your name;
- Order number;
- Product purchased;
- Delivery date;
- Reason for the request; and
- Photographs or other supporting information, when applicable.
If a return is approved, WateRx will provide return authorization and shipping instructions. Products returned without prior written authorization may be refused and might not qualify for a refund.
Do not send products to WateRx’s corporate address or any other location unless the return instructions specifically direct you to do so.
Return Shipping
For an approved change-of-mind return of an eligible non-recharge product, the customer is responsible for return shipping costs and the risk of loss or damage during return transit.
We recommend using a trackable shipping service and retaining the shipping receipt. WateRx is not responsible for a return shipment that is lost, misdirected, or damaged before WateRx receives it.
When WateRx confirms that it supplied an incorrect product or that a product arrived damaged or defective, WateRx will provide return instructions and, when appropriate, a prepaid return method or reimbursement of reasonable authorized return-shipping costs.
Original shipping charges are not refundable for an ordinary change-of-mind return. This does not apply when a refund of shipping charges is required because of WateRx’s error, a failure to ship, or applicable law.
Refunds
If a return is approved, WateRx will inspect the returned product and notify you of the decision.
Approved refunds are issued to the original payment method unless another method is required by law or agreed to in writing. Please allow up to 10 business days after approval for WateRx to process the refund. Your bank or payment provider may require additional time to post the credit.
WateRx does not issue refunds merely because an unauthorized return was shipped to or received by WateRx.
Any refund applies only to the approved product and amount. Installation, plumbing, removal, labor, travel, expedited shipping, third-party services, and other charges are not refundable unless WateRx expressly agrees otherwise or applicable law requires a refund.
Order Cancellations
Contact WateRx promptly if you wish to cancel an order. We will attempt to accommodate the request, but cancellation is not guaranteed.
An order generally cannot be canceled after it has been processed, prepared, transferred to a fulfillment provider, or shipped. If an eligible non-recharge product has already shipped, the return provisions above apply.
Refusing delivery does not constitute an approved cancellation or return.
Discretionary Exceptions
WateRx may approve an exception to this policy in special circumstances. Any exception must be confirmed by WateRx in writing and may be subject to reasonable conditions.
Approval of an exception for one customer, product, or transaction does not require WateRx to approve another exception.
Consumer Rights and Warranties
This policy is subject to applicable law and any written warranty supplied with the product. Nothing in this policy excludes, restricts, or replaces a warranty, remedy, or consumer right that cannot lawfully be excluded or restricted.
Contact Information
Questions about returns, refunds, order problems, or this policy should be directed to:
WateRx Corporation
8105 Camargo Road
Cincinnati, Ohio 45243
United States
Email: contact@waterx.com
Telephone: 800-548-5785