Refund policy
Refund & Return Policy
Last updated: April 21, 2026
Summary
At Dr. Water, we stand behind our products with a 30-day satisfaction guarantee. If your experience isn't what you hoped for, we offer multiple resolution paths — instant store credit, product exchange, or cash refund. Defective products are covered under our 7-day DOA policy and 12-month warranty. Please read the full policy below to understand your options.
Our Commitment
We want every customer to love their Dr. Water product. If your experience isn't what you expected, we offer multiple paths to make it right — tailored to where you are in your journey with us.
Step 1: Troubleshooting Support
Our hydrogen water technology uses precision components that sometimes need activation or guidance to perform optimally. Most concerns our customers raise — including low bubble production, taste differences, or charging questions — are resolved within our 3–5 business day troubleshooting process with our support team.
We recommend reaching out at support@drwater.store before initiating any return. Over 60% of reported issues are fully resolved through simple activation steps, and we'll ship free replacement components (gaskets, filters, cables) at no cost if needed.
To start troubleshooting, please provide:
- Your order number
- A brief description of the issue
- A short video (30–60 seconds) if possible, showing the issue during use
Our team typically responds within 24–48 hours.
Step 2: Resolution Options Within 30 Days
If troubleshooting doesn't resolve your concern, you have three paths:
Option 1: Instant Store Credit — 110% Value
Receive store credit equal to 110% of your original purchase price, issued within 24 hours via email. No return shipment required for change-of-mind returns on most items. Redeem on any Dr. Water product or bundle, with no expiration.
Most customers choose this option for its speed and added value.
Option 2: Product Exchange
Swap your item for any equivalent Dr. Water product:
- Exchange for a lower-priced item → difference returned as store credit
- Exchange for a higher-priced item → pay the difference
- We cover outbound shipping on all exchanges
Option 3: Cash Refund
| Timing | Restocking Fee | Return Shipping |
| Within 7 days of delivery | 0% — no fee | Customer pays |
| Days 8–14 after delivery | 25% of product price | Customer pays |
| Days 15–30 after delivery | 40% of product price | Customer pays |
Cash refunds require product return to our New Jersey warehouse. Upon receipt and inspection (typically 7–10 business days), refunds are initiated to your original payment method. Bank processing adds an additional 5–10 business days. Total timeline is typically 3–4 weeks.
Restocking Fees Explained
Our products use precision-engineered components — the PEM (Proton Exchange Membrane) in particular is highly sensitive to water quality, handling, and storage conditions. Returned units require individual inspection, component testing, sanitization, and repackaging before they can be evaluated for restocking.
Restocking fees reflect these actual processing costs, which increase as the unit has been in customer possession longer (greater risk of membrane degradation, mineral buildup, and component wear).
Units returned with signs of extended use, mineral deposits, membrane damage, or missing components may be subject to additional deductions up to 100%, or the return may be rejected entirely.
Defective Products (DOA — Dead On Arrival)
Products that arrive defective or damaged qualify for our 7-day DOA policy. Contact us within 7 days of delivery with:
- A short video (30–60 seconds) showing the issue during use
- Your order number
- A brief description of what you've tried
For verified defects, we cover everything:
- Free replacement unit shipped immediately, OR
- Full cash refund with prepaid return shipping
No restocking fees apply to verified defects.
Warranty (After 30 Days)
Issues reported after 30 days fall under our 12-month warranty, which covers component replacement or repair of manufacturing defects under normal use.
Warranty covers:
- Manufacturing defects
- Component failures under normal use
- Electrical malfunctions not caused by misuse
Warranty does not cover:
- Damage from drops, misuse, or improper handling
- Use of distilled water (voids performance warranty)
- Normal wear and tear
- Cosmetic damage
- Third-party accessories or non-original cables
+6 months free extension when product is registered at drwater.store/register within 30 days of purchase.
To make a warranty claim, email support@drwater.store from the email address used at purchase. Include your order number, a description of the issue, and a short video/photos showing the problem.
Return Condition Requirements
For cash refunds and exchanges requiring return, products must meet the following criteria:
- Original retail packaging intact with all seals unbroken where applicable
- All original components present (bottle, charging cable, filter cartridge, manual, warranty card, accessories)
- No mineral deposits, scale buildup, water residue, or signs of extended use beyond initial testing
- No scratches, dents, or cosmetic damage
- Original serial number sticker intact and legible
Returns failing any of these criteria may be rejected or subject to additional deductions.
Non-Returnable Items
- HydroFixx packs and consumable accessories (once opened)
- Gift cards
- Items damaged due to customer misuse
- Items returned without prior contact with our support team
Return Shipping
Customer is responsible for all return shipping costs for change-of-mind returns, including tracking and insurance. We recommend using a trackable carrier.
Dr. Water is not responsible for returns lost, damaged, or delayed in transit. Refunds will only be processed for returns physically received in acceptable condition.
For verified defects, Dr. Water provides prepaid return shipping labels.
Refund Processing Timeline
Upon receipt and successful inspection of your return, refunds are initiated within 5 business days. Once initiated, the timing of funds appearing in your account is controlled by your bank or card issuer — typically 5–10 additional business days.
Dr. Water has no control over bank processing time.
Refunds are issued only to the original payment method used at checkout.
Late Returns
Returns initiated after the 30-day return window will not be accepted. Products beyond 30 days may still be covered under our 12-month warranty for defects.
Chargeback Policy
Dr. Water maintains comprehensive records of all customer interactions, order communications, delivery confirmations, and product authentications.
Customers are required to attempt resolution through our support team before initiating a chargeback. Chargebacks filed without prior good-faith resolution attempts will be contested with full documentation submitted to the card issuer, including:
- Proof of delivery
- Customer acceptance of terms at checkout
- Record of all support communications
- Product authentication records
Customers found to have filed fraudulent chargebacks may be permanently banned from future purchases and reported to fraud prevention networks.
Price Adjustment Policy
Once an order has been placed and payment has been successfully processed, we are unable to adjust the purchase price of the order for promotional discounts introduced after the purchase, limited-time sales, holiday promotions, bundle pricing updates, flash sales, or inventory clearance events.
Prices for our products may change at any time without prior notice. The price paid at checkout is considered the final purchase price for that order.
Promotional prices are valid only during the promotional period and cannot be applied retroactively.
Returns made with the intent to repurchase at a lower promotional price may be declined.
Agreement to Terms
By completing your purchase, you acknowledge that you have read and agree to this Refund Policy, including restocking fees, return conditions, and resolution procedures.
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.
- 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.
- 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.
Update 21 May 2026
Reservations and pre-orders
When you reserve a product before public launch, your payment card is charged at the time of reservation. Your unit ships on the date stated on the product page. You may cancel your reservation and receive a full refund at any time before your unit ships — just email support@drwater.store and we'll process it within 2 business days. Once your unit ships, the standard 30-day return policy below applies.
Contact Information
Company Name: Vitalbloom Inc Phone: +1 (888) 242-4606 Email: support@drwater.store Address: 299 Whitehead Rd #3, Hamilton Township, NJ 08619, USA
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM EST (New York) Response Time: We aim to respond within 24–48 hours.
Dr. Water reserves the right to update this policy at any time. Changes take effect immediately upon posting. The policy in effect at the time of your purchase governs your order.
Looking for the previous version of this policy? View Refund Policy v1 (archived).
