Warranty and Return PolicyWARRANTY: All new H2oLabs and Durastill water distillers are delivered with a One Year, 100% Parts and Labor Warranty to the original owner. Exclusive H2oLabs extended warranties, (up to 3 years), are available at the time of purchase. Damage caused by improper handling, installation or maintenance, or use of voltage adapters, converters or transformers or customer misuse or damage due to customer's faulty or incompatible electrical wiring is not covered. Shipping charges, (to and from customer), must be paid by the customer and will not be reimbursed, (unless a faulty item was detected by customer upon receipt.)
SHIPPING DAMAGE CLAIMS, (especially glass items), must be made immediately upon receipt of package. If item was damaged in shipment, please contact us in order to file a claim for reimbursement of the cost of repair or replacement of the item.
REFUNDS: Customers have a 14 day cancellation period in which they can notify us to return their order for a refund. However, this applies only to products that are in brand new and unused condition. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. Original shipping charges to the customer will also be deducted from any refund amount. Besides our 100% Parts and Labor Warranty, our Purest Water Guarantee, and 14 day, (new product only), cancellation period, no other guarantees apply including but not limited to assertions like "I changed my mind." (We can’t offer the lowest prices if we have to pay for unnecessary product returns.) So if you have any questions at all, please contact our friendly Customer Service department for answers. Only under special circumstances COMPLETELY AT OUR DISCRETION, after 14 days of receipt, qualifying units authorized to be returned will be subject to an examination/restocking fee in the amount of 20% of the purchase price, if in brand new and unused condition. Return shipping charges must be paid by the customer and original shipping charge will also be deducted from any authorized refund amount. Units that have been used, (even once), cannot be returned as we are not allowed to resell them. Customer may sell a used unit on eBay, Amazon or other source they desire.
RETURNS for any reason must include a PREAUTHORIZED Return Merchandise Authorization number, (RMA#), that has been obtained in advance of shipment. The assigned RMA number must be clearly specified on any returned package. Shipping charges, to and from customer, must be paid by the customer and will not be reimbursed, (unless the return is within 14 days and is a result of having received a faulty product.)
Return Merchandise Authorization and Shipping Instructions
To return the unit or any part for repair, please contact us in advance, (click "Customer Service" above to send your request and we will respond quickly with the necessary details.)
If you have a problem within your 12 month warranty period, (30 days for Outlet Special units unless Extended Warranty has been purchased), please contact us via email and specify your name and telephone number so that we may explain the steps necessary to correct the problem, or we will repair your unit or send you any required replacement part free of charge. (Customers are responsible to pay for all shipping charges.) Follow the "Return Steps" below.
- Contact us by clicking "Customer Service" above and request an RMA number, (Return Merchandise Authorization). IMPORTANT: Do not send any item back without contacting us first. Repairs cannot be made without an RMA and we are not responsible for lost or misdirected shipments that do not have an RMA.
- Print and fill out this form completely and enclose it with the product begin returned.
- Using the original shipping box and packaging material if available, box up the entire unit and print your name, address and “RMA” number clearly on the box. (When returning a unit for repair, it is not necessary to return the collection container, cleaning crystals or charcoal sachets). If original shipping box and packaging materials are not available, items must be securely packaged in a durable box.
- Return to: H2o Labs, Eurologistix Ltd., Unit F, Rastrum Industrial Estate, Harbour Road, Rye, East Sussex, TN31 7TE, United Kingdom
*IMPORTANT* - The RMA number must be clearly written on the outside of the box. H2oLabs is not responsible for units returned without an RMA Number. (Additional fees will apply if no RMA number is noted.)
Return Merchandise Authorization (RMA) Form
Product Name/Model #: ________________________________
Serial Number: _______________________________________
RMA Date: ___________________________________________
Date Purchased: ______________________________________
Actual Return Date: ____________________________________
Approx. how many times was unit used? __________________
Please explain what is wrong with the item: