Return & Refund Policy

We want you to be completely satisfied with your purchase from Authentic Water USA. If you need to return a product, please review the following policy.

Return Window

Returns must be initiated within 48 hours of receiving your order. To start a return, please email us at info@authenticwaterusa.com before shipping anything back. We will provide return instructions and authorization.

Conditions for Returns

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

Item is unused
Not installed or connected to any plumbing
No water, fuel, or power has been run through the product
No physical damage (beyond what occurred during shipping)
All original parts and accessories are included
Original packaging is intact or the item is repackable in equivalent condition

Non-Returnable Items

The following items cannot be returned:

Custom-designed or built-to-order water treatment systems
Products that have been installed, connected, or used in any way
Items returned after the 48-hour return window

Return Shipping

The customer is responsible for return shipping costs. Please use a trackable shipping method, as we cannot guarantee receipt of items shipped without tracking.

For items that arrive damaged or defective, Authentic Water USA will cover all return shipping costs. See “Damaged or Defective Items” below.

Restocking Fee

All eligible returns are subject to a 25% restocking fee, which will be deducted from your store credit amount.

Exchanges

We prefer to process returns as exchanges whenever possible. If you received the wrong item or need a different product, please contact us and we will work with you to find the right solution.

Refunds

Refunds are issued as store credit. In certain cases, alternative refund arrangements may be available — please contact us to discuss your situation. Store credit is typically issued within 7–10 business days after we receive and inspect the returned item.

Damaged or Defective Items

If your order arrives damaged or defective, please email us at info@authenticwaterusa.com within 48 hours of delivery. Include photos of the damage and your order number. We will arrange a return at no cost to you and send a replacement or issue store credit, depending on your preference and product availability.