Here's how returns, exchanges, and refunds work. For complete details, see our full Return & Refund Policy.

Returns and exchanges

You can return or exchange most products within 30 days of delivery:

• Unopened, unused, and in resaleable condition (original packaging, all parts and accessories included): a full refund of the product price, with no restocking fee.
• Opened, used, or not in resaleable condition: we'll assess the item's condition and may offer a partial refund. We'll tell you the amount before processing, so there are no surprises.

For an exchange, the quickest option is usually to return the original item and place a new order; we're also happy to arrange a direct exchange where possible. Please note that outbound shipping charges are non-refundable.

Items that can't be returned

For health and hygiene reasons, used filter cartridges and other used consumables can't be returned unless they arrive damaged, defective, or incorrect. Final sale or clearance items and gift cards also can't be returned. Not sure whether an item qualifies? Just ask us before you buy or before requesting a return.

Damaged, defective, incorrect, or lost items

If your order arrives damaged or defective, you received the wrong item, or a tracked shipment is confirmed lost in transit, we'll make it right at no cost to you. Contact us within 10 days of delivery with your order number and, where applicable, photos of the item and packaging. You can choose a free replacement or a full refund (including any shipping you paid), and we'll cover return shipping in these cases.

How to return an item and get your refund

Contact us by phone or email to get a Return Merchandise Authorization (RMA) number before sending anything back — returns received without authorization may be refused or delayed. Pack the item in its original packaging, write the RMA number on the shipping label, and ship it back using a trackable method. Return shipping is at your expense unless the return is due to our error.

Once we receive your return, we'll inspect it and let you know the outcome (usually within 3 business days), then process approved refunds within 5–10 business days. Refunds go back to your original payment method whenever possible, and depending on your bank it may take a little longer to appear on your statement.