Refund & Return Policy

Last Updated: October 24, 2025

At Amazing Water Inc., we stand behind the quality of our products. We want you to be completely satisfied with your purchase. This policy explains our refund and return procedures.

1. 30-Day Money-Back Guarantee

1.1 Eligibility

Our 30-Day Money-Back Guarantee applies to:

• Complete Amazing Water Systems: Full refund if returned within 30 days of delivery
• Condition: Product must be in resalable condition with all original components
• Proof of Purchase: Original order number or receipt required

1.2 What's NOT Covered

The following are NOT eligible for the 30-day guarantee:

• Replacement filter cartridges (opened packages)
• Products damaged due to misuse, neglect, or improper installation
• Products with missing components or accessories
• Products purchased from unauthorized resellers

1.3 Refund Amount

If your return is approved, you will receive:

• Full Product Price: 100% refund of the system purchase price
• Original Shipping: Refunded (since we offered free shipping)
• Return Shipping: NOT refunded (you pay to ship it back)

2. How to Request a Return

Follow these simple steps to return your Amazing Water system:

3. Defective or Damaged Products

3.1 Arrival Damage

If your product arrives damaged during shipping:

• Inspect immediately: Check for damage within 48 hours of delivery
• Document: Take photos of the damaged box and product
• Contact us: Email info@amazingh2o.ca within 48 hours
• Resolution: We'll send a replacement at no cost or issue a full refund

3.2 Manufacturing Defects

If you discover a defect after installation:

• Contact us immediately with photos/videos of the issue
• We'll troubleshoot via phone or email to determine the cause
• If defective, we'll send replacement parts or a new system
• Return shipping is paid by us for confirmed defects

4. Warranty Coverage

All Amazing Water systems include a 3-Year Limited Warranty covering manufacturing defects. See our Terms & Conditions for full warranty details.

4.1 Warranty Claims

If your system fails due to a manufacturing defect within 3 years:

• Contact: info@amazingh2o.ca with order number and issue description
• Diagnosis: We'll help troubleshoot the problem
• Resolution: Repair, replacement parts, or full replacement (our choice)
• Shipping: We pay return shipping for valid warranty claims

5. Replacement Filters & Accessories

5.1 Filter Cartridge Returns

Replacement filter sets are eligible for return ONLY if:

• Package is unopened and sealed
• Returned within 30 days of delivery
• Subject to 15% restocking fee

Opened filter packages are NOT returnable due to hygiene and safety reasons.

5.2 Wrong Item Received

If we shipped the wrong product:

• Contact us within 7 days of delivery
• We'll send the correct item at no cost
• Return shipping for wrong item is paid by us
• Keep the wrong item until we confirm replacement shipment

6. Cancellations

6.1 Order Cancellation

You may cancel your order if:

• Before Shipment: Full refund, no fees
• After Shipment: Subject to return policy above

To cancel, email info@amazingh2o.ca immediately with your order number.

6.2 Cancellation Processing

Cancellation requests are processed within 24 hours. If your order has already shipped, you'll need to refuse delivery or return it per our standard return policy.

7. Exchanges

We do not offer direct exchanges. If you need a different product:

1. Return the original product for a refund
2. Place a new order for the desired item

This ensures you receive the correct product quickly without delays.

8. Refund Processing Times

After we receive your return:

• Inspection: 3-5 business days to inspect and approve
• Refund Issued: Within 2 business days after approval
• Bank Processing: 5-10 business days for credit cards, 3-5 for PayPal
• Total Time: Approximately 10-17 business days from when you ship it back

9. Non-Refundable Items

The following items are NOT eligible for refund:

• Opened or used filter cartridges
• Products damaged by customer misuse or improper installation
• Products with removed serial numbers or labels
• Products purchased from unauthorized third-party sellers
• Gift cards or promotional credits

10. International Returns

We currently ship only to the United States and Canada. Returns must be shipped back from the same country:

• US Customers: Ship returns from US addresses
• Canadian Customers: Ship returns from Canadian addresses
• Customer pays return shipping and any customs/duty fees

11. Restocking Fees

We do NOT charge restocking fees for:

• Returns within the 30-day money-back guarantee
• Defective or damaged products
• Wrong items shipped by us

We DO charge a 15% restocking fee for:

• Unopened replacement filter sets returned after 30 days
• Special order or custom products (contact us first)

12. Fraudulent Returns

We reserve the right to refuse returns or issue partial refunds if we detect:

• Products returned in different condition than received
• Missing components or accessories
• Evidence of misuse or intentional damage
• Abuse of our return policy

Customers found to be abusing our return policy may be banned from future purchases.

13. Questions or Issues?

Policy Updates: This Refund & Return Policy is effective as of October 24, 2025. We reserve the right to modify this policy at any time. Changes will be posted on this page with an updated "Last Updated" date.