COVID-19 UPDATE: We are unable to accept returns on consumable items at this time due to safety and health concerns. All sales on consumables products are therefore considered final.
We strive for total client satisfaction for every product that we sell. We are proud of the quality of our products and want to make sure you are completely satisfied. If you are not completely satisfied, you may return the product within 15 days of your purchase and we will refund you less shipping costs. You may also request substitute or replacement product of equal value to the returned credit due to you plus shipping. Filtration systems, including replacement filters, may be returned within 30 days of purchase subject to a 15% re-stocking fee and return shipping charges.
Instructions: We require a Return Merchandise Authorization number for all returns, which we will promptly issue for any qualifying orders. Simply click the link below to download our RMA Request Form, print out, fill-in applicable information, sign the form and email it back to us. You will receive an email acknowledging your request and providing you with your RMA number. Please make sure you send a copy of this RMA acknowledgement email in your package and mark your RMA number on the outside of your package on at least two sides and ship it to the return address we provide.
Your return must be shipped within 15 days of the issuance of the RMA number. You are responsible for paying the shipping cost of your return to PristineHydro, unless the product is being returned due to defect or other error made by us, in which case we will provide further instructions. We do not accept C.O.D. deliveries. We recommend using UPS or insured mail for returns, as we cannot be responsible for items that are damaged in transit or never make it back to our warehouse.
When we receive your returned item with the proper RMA number, we will promptly process the product refund due to you. Please understand that if your original order qualified for “free shipping”, your credit will be reduced by the original outgoing shipping costs. The credit or refund will be issued within 10 days of our receipt of the returned product.
Returns are currently limited to non-consumable products only. Sorry, we cannot offer refunds for perishable products at this time due to the nature of the products; therefore, please order with care in just the quantities you need.
If you have questions regarding your return please send us a message through our Contact page.
By placing an order with us, you are agreeing to the Terms and Conditions of using this site. International customers further agree to the international shipping terms, conditions and guidelines available on our Shipping page.