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Returns & Refunds

Returns & Refunds

This page applies only to products being returned for a refund. If your product is not working correctly or may need repair, please visit our Repairs & Technical Support page instead.

Do not ship any product back without prior authorization. Please contact us first and wait for written return instructions. Unauthorized returns may be refused.

How to Request a Return

  1. Review the eligibility requirements on this page.
  2. Email support@alkalinewaterplus.com or submit a Request for Assistance.
  3. Include your name, order information, product name, purchase date, and reason for requesting the return.
  4. Wait for our approval and return instructions before packing or shipping the product.
  5. Follow all packing, labeling, and shipping instructions carefully.

Electric Water Ionizer Returns

Qualifying electric water ionizers may be returned under our 60-Day Satisfaction Guarantee. Please review the complete 60-Day Trial policies before requesting a return.

To qualify, the return must be requested within the applicable trial period, and the water ionizer must be returned in acceptable, complete, and resellable condition, subject to the terms of the Satisfaction Guarantee.

A water ionizer that is damaged, incomplete, improperly packed, or otherwise not in acceptable return condition may not qualify for a refund.

Returns of Other Products

Products other than qualifying electric water ionizers generally must be reported for return within 10 days of receipt.

Returned products must be unused or in like-new, resellable condition and must include all original parts, accessories, instructions, packaging, and materials.

Products that show signs of use, damage, neglect, missing parts, or improper packaging may be subject to an increased restocking fee or may not qualify for a refund.

Hydrogen Water Machines

Hydrogen water machines may be returned only when they are in like-new, resellable condition and the return request is made within 10 days of receiving the product.

All packaging, instructions, accessories, and parts must be included, and there must be no damage or unacceptable signs of use.

Approved hydrogen water machine returns are subject to a 20% restocking fee. Shipping costs in both directions are the responsibility of the customer.

Hydrogen Gas Machines

Hydrogen gas machines are special-order products and are sold as final sales. After the machine has been ordered from the manufacturer, the order cannot be cancelled or returned for a refund.

Filters and Filtration Products

External filters, reverse-osmosis systems, remineralizers, filter sets, and similar filtration products cannot be returned after they have been used, opened, unwrapped, or had a seal broken.

Unopened filtration products may qualify for return only when approved in advance and returned in like-new, resellable condition.

International and Final-Sale Orders

International sales are final and do not qualify for returns or Satisfaction Guarantees unless otherwise stated in writing.

Products identified as final sale on the product page, invoice, order confirmation, or other sales documentation do not qualify for return.

Please review our International Orders policies for complete information.

Return Condition Requirements

A returned product must be complete and in acceptable condition for resale. Unless otherwise specified in writing, this includes:

  • The product itself
  • All original parts and accessories
  • Power cords, hoses, fittings, plugs, and adapters
  • Manuals and printed materials
  • Original product packaging
  • The original outer shipping box, when available
  • Promotional or bundled items included with the purchase

Do not write on, tape, label, or damage the retail product box. Shipping labels should be placed only on the sturdy outer shipping box.

Restocking Fees and Return Costs

Approved returns are subject to the terms provided with the return authorization.

  • A minimum restocking fee of 5% may apply to approved returns of undamaged products.
  • Certain products, including approved hydrogen water machine returns, may have a higher restocking fee.
  • The original shipping cost and the cost of return shipping are generally the responsibility of the customer for returns of undamaged products.
  • Any free or discounted outbound shipping paid by Alkaline Water Plus may be deducted from the refund.
  • Nonrefundable payment-processing charges, customs fees, duties, taxes, or similar expenses may also be deducted when applicable.

If the returned product is not in acceptable, resellable condition, an additional restocking fee may apply. In some cases, the product may not qualify for a refund, and the customer may be responsible for the cost of shipping it back.

Preparing an Approved Return

  • Wait until you receive our return authorization and instructions.
  • Return the product promptly within the time stated in the authorization.
  • Include all parts, accessories, instructions, and packaging.
  • Do not ship any water-containing product while it is wet.
  • Remove wet filters when instructed, seal them in a leak-proof bag, and place paper towels in the filter compartment.
  • Never ship a water ionizer in only its retail product box.
  • Place the product box inside a sturdy outer shipping box with sufficient protective packing material on every side.
  • Make sure the product cannot move inside the shipping box.
  • Do not mark or place a shipping label directly on the retail product box.
  • Send us the tracking number after the approved return has been shipped.
You are responsible for securely packing the return. Damage caused by improper packing or return shipping may affect refund eligibility. Shipping insurance is strongly recommended.

Removing Water-Ionizer Hoses

Some H2 water ionizer models are returned with the hoses still attached. Other models may require the hoses to be disconnected. Follow the model-specific instructions you receive from us.

Before attempting to remove a quick-connect hose, watch the video below.

Refund Processing

Refunds are considered after the returned product has been received and inspected. The refund amount will depend on the condition of the product, applicable restocking fees, shipping costs, payment-processing expenses, and the specific terms of the approved return.

We will contact you if there is a problem with the condition, completeness, or eligibility of the returned product.

Request Return Authorization

Before packing or shipping anything, please contact us: