Refund Policy (Previous Version — Archived)

Summary: You’ve got 30 days worry free return period. If anything arrives damaged, we’ll cover shipping and send you a replacement right away. If you simply change your mind, you can still return it — you’ll just cover the shipping. Refunds go back to your original payment within 7 business days once we’ve checked the item. Customer damaged or altered items can’t be returned.

At Dr. Water, your satisfaction is our priority. We’ve created a clear and transparent return, refund and exchange policy to ensure a seamless shopping experience. Please read the details carefully to understand your rights and responsibilities.

All returns must be pre-authorized. Before returning any item, contact our support team at support@drwater.store to receive an RMA number.
• Returns sent without an RMA number will be refused and returned to sender
• To request an RMA, email us with your Order ID, reason for return, and photos/video of the issue
• Our team will respond within 72 working hours to troubleshoot and resolve your issue. If unresolved,
we will provide your RMA number and return instructions


Defective Product Claims — Video Evidence Required

For any claim of product malfunction or defect, we require:

1. A short video demonstrating the issue
2. Confirmation that troubleshooting steps have been attempted (guided by our support team)

Claims without supporting evidence may be subject to additional review.

Troubleshooting First Policy

For functional concerns (no bubbles, taste issues, charging problems), our support team will guide you through a structured troubleshooting process before a return is approved. Many issues are resolved through simple activation or maintenance steps. Customers must complete this process before a return is initiated.

Conditions for Return

• In original condition — unused, unaltered, and undamaged
• In original packaging with all accessories, manuals, and components included
• Accompanied by a valid RMA number
• Shipped back within 14 days of RMA approval

Restocking Fee

If your item arrives defective or we shipped the wrong product, no restocking fee will be charged and we'll cover the return shipping cost in full. If you've simply changed your mind or are no longer satisfied with your purchase, a 20% restocking fee will apply and return shipping will be your responsibility. If an item is returned in an unsellable condition, additional deductions may be made or the return may be rejected entirely, with return shipping also at the customer's expense.

Non-Returnable Items 

• HydroFixx packs and consumable accessories (once opened)
• Gift cards
• Sale or clearance items
• Items returned without an RMA number

How to Initiate a Return or Exchange

1. Email support@drwater.store with your Order ID and reason
2. Provide photos or video if claiming a defect
3. Our team will respond within 72 working hours
4. Ship the item back using the provided instructions
5. Refund or replacement processed within 5 business days of receiving the item


REFUND POLICY

Refund Eligibility
• Product defect or malfunction (confirmed with video evidence)
• Wrong item received
• Item not delivered (confirmed after minimum 7-day carrier investigation)
• Customer dissatisfaction within 30-day return window (subject to 20% restocking fee + return shipping)

Refund Timeline
• Processed within 5 business days of receiving and inspecting the returned item
• Allow additional 3 to 5 business days for your bank to reflect the credit
• Refunds issued to original payment method only

Chargeback Policy

We maintain detailed records of all orders, communications, and support interactions. If a chargeback is filed after a refund has already been issued, we will provide the Acquirer Reference Number (ARN) and full documentation to the bank. Customers are encouraged to contact us directly before initiating a chargeback — we are committed to resolving all issues fairly and promptly.


WARRANTY POLICY

Standard Warranty

• 12-month warranty covering manufacturing defects from date of purchase
• +6 months free extension when product is registered at drwater.store/register within 30 days of purchase.

Our warranty covers manufacturing defects, component failures under normal use, and electrical malfunctions that are not caused by misuse.
However, it does not cover damage resulting from drops, misuse, or improper handling, use of distilled water (which voids the performance warranty), normal wear and tear, cosmetic damage, or the use of third-party accessories and non-original cables.

To make a warranty claim, email us at support@drwater.store from the email address you used at the time of purchase. Include your Order ID along with a clear description of the issue, and attach a short video and/or photos showing the problem. Our team will get back to you within 72 working hours to troubleshoot and work towards a resolution.

Additional Information

Late Returns:

• Returns initiated after the 30-day return window will not be accepted.

Refund Timeline:

• Refunds are processed within 7 business days after the returned item is received and inspected.

Exchange Timeline:

• Exchanges must be requested within 30 days of delivery.

Original Payment Refunds Only:

• Refunds will only be issued to the original payment method used during checkout.

St. Patrick’s Day Promotional Policy (HydroTumbler Only)

During the St. Patrick’s Day promotional sale from March 13 to March 20, the following special policy applies only to the HydroTumbler product purchased during this promotional period.

Due to the significant promotional discount offered during this limited-time event, these purchases are not eligible for returns or refunds.

However, customer satisfaction remains very important to us, and we will fully support customers in the event of a defective product.

If your HydroTumbler arrives defective or damaged:

• You must contact us within 48 hours of delivery with photos of the product and packaging.
• Once the issue is verified, Dr. Water will provide a replacement unit at no additional cost.

Important Conditions:

• This policy applies only to HydroTumbler purchases made between March 13 and March 20.
• No refunds or returns will be accepted for change-of-mind reasons during this promotional period.
• Exchanges are limited to defective or damaged units only.
• All other products remain covered under the standard 30-day return and exchange policy.

Price Adjustment Policy

At Dr. Water, we strive to offer competitive pricing and occasional promotional discounts throughout the year. Because our pricing may change during limited-time promotions, product launches, inventory clearances, and seasonal events, we maintain the following price adjustment policy.

Please review the terms below to understand how pricing changes may affect existing orders.

No Price Adjustments After Purchase

Once an order has been placed and payment has been successfully processed, we are unable to adjust the purchase price of the order for any reason, including:

• Promotional discounts introduced after the purchase
• Limited-time sales events
• Holiday promotions
• Bundle pricing updates
• Flash sales or clearance pricing
• Price changes due to inventory adjustments

Prices for our products may change at any time without prior notice. The price paid at the time of checkout is considered the final purchase price for that order.

Promotional and Limited-Time Sales

From time to time, Dr. Water may offer temporary promotional pricing, including but not limited to:

• Holiday promotions
• Flash sales
• Seasonal discounts
• Inventory clearance events
• Bundle or multi-pack discounts

These promotional prices are only valid during the promotional period and cannot be applied retroactively to orders placed before or after the promotion.

If a product goes on sale after an order has already been placed, we are unable to refund the price difference.

Orders Placed Before Promotions

Customers sometimes purchase a product and later notice that the price has changed during a promotion.

While we understand that this can be frustrating, Dr. Water does not provide price adjustments for previous purchases when promotional pricing becomes available later.

The pricing available at the time of purchase is considered final.

Price Differences Across Sales Channels

Dr. Water products may be sold through multiple channels, including:

• Our official website
• Amazon
• Walmart
• Authorized retail partners

Prices may differ between these platforms due to platform fees, promotional campaigns, advertising strategies, or retailer policies.

Because these channels operate independently, price differences between sales channels are not eligible for price adjustments or refunds.

Returns Made to Repurchase at a Lower Price

To maintain fairness for all customers and to prevent abuse of promotional pricing, returns made with the intent to repurchase the same item at a lower promotional price may be declined.

If a return request is approved under our standard return policy, the following conditions will still apply:

• The item must meet all return eligibility requirements
• Return shipping costs will be the responsibility of the customer (unless the product is defective)
• Applicable restocking fees may apply
• Original shipping costs are non-refundable

These conditions ensure that promotional pricing remains fair and sustainable for all customers.

Orders That Have Already Been Processed or Shipped

Once an order has been processed by our fulfillment system or shipped from our warehouse, we are unable to cancel the order in order to reprocess it at a different price.

Customers may still initiate a return in accordance with our return policy if eligible.

Coupon Codes and Promotional Discounts

Promotional codes, coupons, and limited-time offers must be applied during checkout in order to be valid.

We are unable to apply promotional codes retroactively after an order has been placed.

If a customer forgets to apply a promotional code during checkout, we unfortunately cannot add the discount to the completed order.

Pricing Errors

While we strive to ensure accurate pricing on our website, pricing errors may occasionally occur.

In the event of an obvious pricing error due to a technical issue, Dr. Water reserves the right to:

• Cancel the affected order
• Refund the full payment
• Offer the option to repurchase the item at the correct price

Our Commitment to Fair Pricing

Dr. Water continuously works to provide competitive pricing, high-quality products, and special promotional opportunities for our customers.

Our pricing policies are designed to ensure fairness for all customers while allowing us to continue offering promotions and limited-time discounts throughout the year.

Questions

If you have any questions about this policy, please contact our support team.

Company Name: Vitalbloom Inc

Contact Us

Company Name: Vitalbloom Inc

Phone: +1 (888) 242 4606

Email: support@drwater.store

Address: 299 Whitehead Rd #3, Hamilton Township, NJ 08619, USA

Live Chat: Available 9 AM-9 PM Mon-Fri, Pacific Time

Support timing: Monday to Friday, 9:00 am to 6:00 pm (GMT-05:00) EST (New York)

Response Hour: We aim to respond within 24 to 48 hours.

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UK & EU Consumer Rights

If you are shopping from the United Kingdom or European Union, you have additional rights under consumer protection law:

• 14-Day Cooling-Off Period: Under the Consumer Contracts Regulations (UK) and the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your goods, for any reason or no reason at all. This is in addition to our standard 30-day return policy.
• No Restocking Fee: For UK and EU customers exercising their statutory cooling-off right, no restocking fee will be applied.
• Refund Timeline: Refunds for UK and EU customers will be processed within 14 days of us receiving the returned item, back to your original payment method.
• Return Shipping: The cost of return shipping is the responsibility of the customer, unless the item arrived damaged or defective.
• Faulty or Misdescribed Goods: If your item is faulty, damaged, or not as described, you are entitled to a full refund including return shipping costs, in accordance with the Consumer Rights Act 2015 (UK) or EU consumer protection regulations.

To exercise your statutory rights, please contact us at support@drwater.store.