All of our products are guaranteed to be free of defects when you receive them. In the event your product arrives with a defect it will be replaced free of charge if it is discovered within 30 days of the sale You can use this form to tell us about the problem or just email us.
Note: If your ionizer is new and you just want to return it for refund, special instructions about returning for refund is on the Shipping & Returns page. You still do need to either fill out the form below or email us, though, to get our approval before you pack up anything up.
When You Need a Repair
The questions on this form are designed to help make your assistance and repair easier and faster for everyone involved. It's important and it will save time if you are clear about what the issue is. If it ends up that you need to ship your water ionizer in for repair, see the bottom of this page for a brief introduction to assistance and repairs process. Always work through the process. Wait until you have our authorization before packing up or shipping your water ionizer.
Shipping in Your Product for Repair
Do not pack up your water ionizer for repair without authorization. Work through the support system by email first. If it's determined by our support department that you should ship your water ionizer for repair we will give you any last minute shipping instructions specific to your issue. [For a heads-up on shipping water ionizers, each brand has specific instructions about shipping that brand of water ionizer: AlkaViva, Jupiter, Ionia, Smart and Nexus. So please look at this section of those pages as well.]
Please use due-diligence in communicating your problem to us. Sometimes the issue is user-error, and it would save you time and money if you communicate everything you can about the issue, and let us help you work through it in a systematic order.
Once you are given authorization to ship, take the time to pack it right, because if you don't pack it right, and that causes damage in shipping, no one will cover that and it may void your warranty.
Repair and return authorizations are not good forever. You need to act within 30 days or the case will be marked "closed".
It's urgent for you to get your product shipped to us safely. Pack up your product in a sturdy shipping box snuggly packed in, so it arrives undamaged. It's up to you to insure it or not. We do not cover damages in shipping. Send us the tracking number so we can keep a lookout for it.
All Water Ionizers Sent for Repair Have to be Packed & Shipped Properly
This is an example from the Nexus page. Look for other examples on your water ionizer brand's page.
