Returns & Refunds
30-day returns. If you're not satisfied, return any unused product in its original packaging within 30 days of delivery for a refund.
How it works
- Email support@hydrohaven.us with your order number. We'll confirm eligibility and send return instructions within 1 business day.
- Pack the product securely in its original packaging.
- Ship it back — return freight is the customer's responsibility. We recommend a tracked, insured service.
Restocking fee
A 20% restocking fee applies to non-defective returns. This is standard in the water equipment industry — these are heavy, high-value items and suppliers charge us the same.
Refunds
Issued to your original payment method within 5 business days of us receiving and inspecting the return. Original outbound shipping charges are non-refundable.
Damaged on arrival
Report damage within 72 hours of delivery with photos of the box and product. If the damage is noted on the delivery receipt, your claim is strongest. We'll repair, replace, or refund — your choice — and we handle the freight claim ourselves.
Defective products
Covered under the manufacturer warranty (see FAQ). Contact us first — we coordinate the warranty claim with the manufacturer and keep you posted.
Not returnable
Opened or used filter cartridges (for hygiene reasons), and any product damaged by improper installation. Subscription filter shipments follow the same 30-day policy per shipment.
Chargebacks
If you have any issue with an order, contact us first at support@hydrohaven.us — we resolve nearly everything within a day, and a chargeback freezes the process for everyone.