All of our products are guaranteed to be free of defects when you receive them. In the event your product arrives with a defect it will be replaced free of charge if it is discovered within 30 days of the sale You can use this form to tell us about the problem or just email us.
Note: If your ionizer is new and you just want to return it for refund, special instructions about returning for refund is on the Shipping & Returns page. You still do need to fill out the form below, though, to get approval before you pack up and ship.
When You Need a Repair
Make sure you get our OK before shipping.
Please give a response in every field of the form, below. It's important and it will save time if you are clear about what the issue is. If it ends up that you need to ship a water ionizer in for repair, see the bottom of this page for instructions for safe shipping. But, again, wait until you have our authorization before packing up or shipping your water ionizer.
Shipping in Your Product for Repair
Do not pack up your water ionizer for repair without authorization. Fill out the form, above, and work through the support system by email first. If it's determined by our support department that you should ship your water ionizer for repair we will assign an RMA number to your case and give you any last minute shipping instructions specific to your issue. [See the bottom of your category page for specific instructions about shipping that brand of water ionizer: AlkaViva, Jupiter, Ionia, Smart and Nexus.]
Please use due-diligence in communicating your problem to us. Sometimes the issue is user-error, and it would save you time and money if you communicate everything you can about the issue, and let us help you work through it in a systematic order.
Once you are given an RMA number you have authorization to ship, look toward the bottom of the product or category page for your water ionizer to find special instructions for the best way to pack up that machine for shipping. Take the time to pack it right, because if you don't pack it right, and that causes damage in shipping, no one will cover that and it may void your warranty.
RMA authorizations are not good forever. You need to act within 30 days or the case will be marked "closed".
If you do have OK to ship in a water ionizer, it's urgent for you to get your product shipped to us safely. Pack up your product in a sturdy shipping box snuggly packed in, so it arrives undamaged. It's up to you to insure it or not. We do not cover damages in shipping. Send us the tracking number so we can keep a lookout for it.
All Water Ionizers Have to be Packed Shipped Properly
