Timely shipping, product received in good condition. Installation was quick.
Returns & Refunds
Returns and Refunds
Every product ships from its manufacturer, and each manufacturer sets its own return terms. Request a return authorization, send the item back with it, and we refund you after inspection. Terms for each brand are below.
Contact us
Start a return
Tell us what you are returning and include your order number. We reply with your RMA number, the return address and the exact fees.
We reply by email within one business day. You can attach photos to your reply.
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RMA first
Request a return authorization before you ship anything back. Returns without an RMA are refused.
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Unopened and unused
Original resellable condition, with all packaging and components.
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Used items not returnable
Systems, filters, cartridges and membranes that have been installed or had water run through them, and opened hygienic items.
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Damage reported in 48 hours
Send photos within 48 hours of delivery. If the manufacturer confirms damage or a manufacturing defect, we coordinate a replacement, repair or refund under the manufacturer’s terms.
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You pay return shipping
Unless we shipped the wrong item. Freight systems include the return freight charge, quoted before you ship.
How Returns Work, Step by Step
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Request a return
Use the form above with your order number and the reason. We check your brand's terms and reply within one business day.
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We issue an RMA
You receive your RMA number, the return address, the restocking fee and the return shipping details.
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Ship it back with the RMA
Pack the item in its original packaging, write the RMA number on the box, and ship within 14 days of the RMA. Keep the tracking number.
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The manufacturer inspects it
The item is checked for condition and completeness against your brand's terms.
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Refund to your original payment method
The product price less the restocking fee, within 5 to 10 business days of inspection. Shipping charges are not refunded.
Before you send it back
Return checklist
Standard return
- You have an RMA number from us. Write it on the box.
- The item is unopened and unused, with all original packaging and components.
- Ship within 14 days of your RMA with a tracked service.
- Photograph the item and the packed box before sealing it.
Arrived damaged or defective
- This is not a standard return, so do not ship anything yet.
- Contact us within 48 hours of delivery with your order number and photos of the item, the box and the packing.
- We coordinate a replacement, repair or refund.
Return Terms by Brand
Each manufacturer sets its own return terms. Returns go back to the address on your RMA, which we confirm when we approve the return.
- Return window
- 30 days from your purchase date
- Condition
- New, unopened and unused, in the original packaging with all components
- Restocking fee
- 15%
- Return shipping
- You pay return shipping
- Not returnable
- Systems and filters that have been installed or had water run through them; hygienic products once opened
- Return window
- 30 days from delivery. Ship within 14 days of your RMA
- Condition
- New and unused, in the original packaging, with no missing parts
- Restocking fee
- 30%
- Return shipping
- You pay return shipping. Freight systems include the return freight charge, quoted before you ship. Original shipping is not refunded
- Not returnable
- Reverse osmosis systems, filter cartridges, membranes and media; custom and special orders; commercial systems
- Return window
- All sales are final. Items that arrive damaged are replaced at no cost
- Restocking fee
- 50% on refused or unauthorized shipments
- Not returnable
- All products
- Return window
- 30 days from delivery, contiguous US
- Condition
- Like new, disassembled and repackaged as you received it
- Restocking fee
- None if like new. 10% if not
- Return shipping
- You pay return shipping unless the item has a quality issue
- Not returnable
- Systems and filters that have been installed or had water run through them
- Return window
- 14 days from delivery
- Condition
- New and unused, in the original packaging
- Restocking fee
- up to 20%
- Return shipping
- You pay return shipping
- Not returnable
- Quote-only systems, special orders, custom products and non-stock items
Frequently Asked Questions
It depends on the brand. Brondell: 30 days from your purchase date. Crystal Quest and Waterdrop: 30 days from delivery. WaterWorld USA: 14 days from delivery. The Water Machine does not accept returns; items that arrive damaged are replaced at no cost. Request your RMA within the window.
Each manufacturer sets its own fee, deducted from your refund: Brondell 15%, Crystal Quest 30%, WaterWorld USA up to 20%, and Waterdrop none if the item is like new or 10% if it is not. We confirm the exact amount when we issue your RMA.
You do, unless we shipped the wrong item. For a system that shipped by freight, the return cost includes the freight charge, and we tell you that figure before you ship. Original shipping charges are not refunded.
No. Systems, filters, cartridges and membranes that have been installed or had water run through them cannot be returned, and hygienic products such as bidet seats cannot be returned once opened. Crystal Quest reverse osmosis systems, filter cartridges, membranes and media cannot be returned even unopened.
We do not offer direct exchanges. Return your current purchase under its brand's terms and place a new order for the item you want.
No. Contact us within 48 hours of delivery with your order number and photos of the item, the box and the packing. We review your claim with the manufacturer. If damage or a manufacturing defect is confirmed, we coordinate a replacement, repair or refund under the manufacturer’s terms.
Within 5 to 10 business days after the manufacturer receives and inspects the return. It goes back to your original payment method, less the restocking fee for your brand.
To the address on your RMA, which we confirm when we approve the return. Write the RMA number on the box and ship within 14 days of receiving it. Returns sent without an RMA are refused.
A refused or undeliverable shipment is treated as a return: return shipping and your brand's restocking fee apply. The Water Machine charges 50% on refused shipments.
Returns help
Questions about a return?
Include your order number and a short description, and we will start the RMA or answer your question.
Start a requestor email contact@reinwaterusa.com or call 908-787-6030