1. Return Eligibility

To be eligible for a return, items must meet all of the following conditions:

• Returned within 30 days of the delivery date
• In original, unused, and uninstalled condition
• In original packaging with all included accessories, documentation, and labels intact
• Accompanied by proof of purchase (order number or receipt)

2. Non-Returnable Items

The following items are not eligible for return:

• Items that have been installed, used, or modified
• Custom-cut or special-order products
• Items returned after 30 days of delivery
• Items damaged due to improper installation or misuse
• Hazardous materials or chemical media once opened

3. Defective or Damaged Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. We will arrange a replacement or full refund at no cost to you.

To process a damage or defect claim, please provide:

• Your order number
• A clear description of the issue
• Photographs of the damaged or defective item and packaging

4. How to Initiate a Return

Follow these steps to start a return:

• Step 1: Contact us at the email or phone number below to request a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
• Step 2: Pack the item securely in its original packaging. Include your order number and RMA number inside the package.
• Step 3: Ship the item to our return address (provided with your RMA confirmation). We recommend using a trackable shipping method.
• Step 4: Once we receive and inspect the return, we will process your refund or exchange within 5–7 business days.

5. Return Shipping Costs

6. Refunds

Once your return is received and inspected, we will notify you by email. If approved:

• Refunds are issued to the original payment method within 5–7 business days of approval
• Original shipping charges are non-refundable (except in cases of our error)
• A restocking fee of up to 15% may apply to returns of non-defective items

If you haven't received your refund within 10 business days, please check with your bank or card issuer first, then contact us if the issue persists.

7. Exchanges

We offer exchanges for the same item in a different size or specification, subject to availability. To request an exchange, contact us with your order number and the item you'd like to exchange for. Exchanges follow the same eligibility conditions as returns.

8. Cancellations

Orders may be cancelled within 24 hours of placement at no charge. After 24 hours, orders that have already been processed or shipped cannot be cancelled — please follow the standard return process once you receive the item.

Last updated: May 2025  |  MED-TECH WATER SYSTEMS, INC.