Refund policy

Every product ships from its manufacturer, and each manufacturer sets its own return terms. We apply those terms to every order. The terms by brand are below.

The full returns guide, with step-by-step instructions, the return checklist and FAQ, is on our Returns & Refunds page.

General terms

• Request a Return Authorization (RMA) from us before shipping anything back. Email contact@reinwaterusa.com or call 908-787-6030 with your order number. Returns sent without an RMA are refused.
• Items must be unopened, unused and in original resellable condition, with all original packaging and components.
• Systems, filters, cartridges and membranes that have been installed or had water run through them cannot be returned. Hygienic products, including bidet seats, cannot be returned once opened.
• Report damaged, missing or wrong items within 48 hours of delivery with photos of the item, the box and the packaging. These are reviewed with the manufacturer. If damage or a defect is confirmed, we coordinate a replacement, repair or refund under the manufacturer’s terms.
• You pay return shipping unless we shipped the wrong item. Systems that shipped by freight are returned by freight, and we tell you the return freight cost before you ship.
• Ship the return within 14 days of receiving your RMA, with the RMA number on the box, using a tracked service.
• Refunds are for the product price less the restocking fee for your brand, to your original payment method, within 5 to 10 business days after the manufacturer receives and inspects the return. Shipping charges are not refunded.
• We do not offer exchanges. Return the item under its brand's terms and place a new order.
• A refused or undeliverable shipment is treated as a return. Return shipping and the restocking fee for your brand apply.

Terms by brand

Brondell

• Return window: 30 days from your purchase date.
• Restocking fee: 15%.
• Not returnable: systems and filters that have been installed or had water run through them; hygienic products once opened.

Crystal Quest

• Return window: 30 days from delivery. Ship within 14 days of your RMA.
• Restocking fee: 30%.
• Not returnable: reverse osmosis systems, filter cartridges, membranes and media; custom and special orders; commercial systems.

Waterdrop

• Return window: 30 days from delivery, contiguous US.
• Restocking fee: none if the item is like new, disassembled and repackaged as received; 10% otherwise.
• Return shipping is paid by you unless the item has a quality issue.

WaterWorld USA

• Return window: 14 days from delivery.
• Restocking fee: up to 20%.
• Not returnable: quote-only systems, special orders, custom products and non-stock items.

The Water Machine

• All sales are final. Items that arrive damaged are replaced at no cost. Report damage within 48 hours of delivery with photos.
• Refused or unauthorized shipments carry a 50% restocking fee.

Warranty

Products are covered by the manufacturer's warranty, not a separate warranty from Rein Water USA. Warranty terms by brand and how to start a claim are on our Warranty page.

Questions

Email contact@reinwaterusa.com or call 908-787-6030. Last updated September 2026.