Refund policy

Returns & Warranty Policy

We want you to be fully satisfied with your purchase. This policy explains how returns, restocking fees, and manufacturer warranties work across every brand we carry.

Before you return anything

Contact us first at contact@reinwaterusa.com or 908-787-6030 to request a Return Authorization (RMA) before shipping anything back. Returns sent to us without a prior RMA cannot be accepted.

Return window

Returns must be initiated within 30 days of your original purchase date. Requests made after this window cannot be accepted.

Condition requirements

To qualify for a return, an item must be unopened, unused, and in its original resellable condition, with all original packaging and components included.

Restocking fee and return shipping

Approved returns are subject to a 15% restocking and handling fee. You are responsible for the cost of shipping the item back to us. We will confirm the exact restocking fee and return shipping details when we issue your RMA.

Oversized and freight-shipped items

Large systems that ship by freight carrier are more expensive to return than standard parcel items. If you return one of these systems, your return shipping cost will include the freight carrier charge for shipping it back, which can be substantial. We will tell you the actual freight return cost before you ship anything, so there are no surprises.

Products that cannot be returned

For health and safety reasons, water filtration systems, filters, cartridges, membranes, and air purification units that have had water run through them, or that have been installed or used in any way, cannot be returned. Hygienic products, including bidet seats and similar items, cannot be returned once opened or used, under any circumstances, regardless of their condition.

Damaged or defective items

If your item arrives damaged or turns out to be defective, this is handled differently from a standard return. Contact us right away — we will arrange a return authorization at no cost to you and coordinate a replacement, repair, or refund.

Warranty

Products we sell are covered by the original manufacturer's warranty, not a separate warranty from Rein Water USA. Warranty length and terms are set by each manufacturer and vary by brand and product. Contact us and we will connect you with the correct manufacturer warranty process for your item.

Contact

Questions about a return or warranty? Email contact@reinwaterusa.com or call 908-787-6030.