Thanks for shopping at Waterdrop. We appreciate the fact that you like to buy the stuff we build. We also want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products.

Order Cancellations:

If you wish to cancel an order, please contact our customer service team.

1. If you contact us within 24 hours of purchase:

Since most orders ship the same day, kindly email us at contact service@waterdropfilter.com or call us at (888)-352-3558 within 24 hours of placing the order. There will be no cancellation fees for standard items canceled before shipment. If the package has already been shipped, we will provide a prepaid label for return, and once we receive the package from you, we will issue a refund.

2. If you contact us after 24 hours of purchase:

• In such cases, you will need to bear the shipping fee if the package is already shipped (subject to our system status, not the order status).
• The product must be damage-free, packed in the original packaging we sent to you, and returned with the original receipt of purchase.
• We will process your refund after receiving the package.

14-day Risk-free Return Policy:

• You are eligible to return any item* within 14 days of receipt.
• All returned items must be disassembled and repackaged as they were originally received.
• The 14-day risk-free return policy applies to all item*.
• No restocking fee will be charged, but customers are responsible for the return shipping cost.
• Please note that the 14-day risk-free return policy is only valid for orders* within the continental United Kingdom.

Return after 14 Days of Receipt:

• You may still return any item after 14 days of receipt.
• In this case, customers are responsible for the return shipping cost. The total cost of shipping will be deducted from your refund.
• All returned items must be disassembled and repackaged as they were originally received.
• A 10% restocking fee will be applied for all returned products.

1-year Warranty:

Enjoy peace of mind and confidence in your purchase with our 1-year warranty, backed by lifetime technical support.

If you receive a damaged item and wish to file a claim, please email service@waterdropfilter.com with your order information and a picture of the damaged or incorrect product. We are eager to assist you.

For products that become defective during the warranty period due to a quality issue, rather than your own breakage or misuse, we can accept a free return, provide free repair service, or issue a new replacement.

Exchange Policy:

1. Defective Products:

If you receive a product with quality issues or damages, please contact our customer service team within 30 days of receipt. We will provide you with a free exchange service. Please provide order information and photos of the damaged product when contacting our customer service team for better assistance.

2. Non-Quality Issues:

If you wish to exchange a product for non-quality-related reasons, please note the following:

• The product must be within 30 days of purchase and unused.
• The product must be returned in its original packaging, along with the original purchase receipt.
• You will be responsible for the re-shipping costs.
• Please note that the exchange policy is only applicable to orders made on the official waterdropfilter.co.uk.

How to Return a Product?

If you would like to return a product, please follow these guidelines:

Step 1: Contact our customer service team before returning a product. We will respond with return instructions within 24 hours.

How to contact us:

Email: service@waterdropfilter.com

Toll-free Tel: (888)-352-3558

Step 2: Prepare the package after receiving confirmation from the customer service team, and please note the following requirements:

• Include the order number in the package. You can print out the order detail page or leave a note inside the package.
• Ensure the package contains the original receipt of purchase.
• Return the product in the original packaging we provided.
• The product must be damage-free (this does not apply to defective products, as damage will void the refund).

Step 3: Contact our customer service and provide your return tracking number. We will track the package and process your refund within 5 working days after receiving and inspecting the package.

General Information for All Returns:

• You are responsible for shipping the products to the return address provided.
• Returned items will undergo inspection before issuing a refund.
• Refunds will be processed within 5 working days after the item has been inspected, and it may take 4-7 days to be reflected in your credit card statement.
• We highly recommend using a traceable and insurable shipping method for your return. We are not responsible for returns lost or damaged in transit, and you will need to file a shipping claim.
• Please note that orders made via 3rd-party sellers, including Amazon, are not eligible for our return policy.
• All returned items must be disassembled and repackaged as they were originally received. Items returned in a condition other than "like new" will be subject to a 10% restocking fee to cover repairs or part replacement. The restocking fee will be deducted from your refund.

Return Address:

Contact our customer service for a return address.

Note: If you are returning a Reverse Osmosis or any other large / high value item (that cost more than £100) you must contact us. Large / Special Items Please note that the following large / high value items must be returned in their original condition or at least in a reasonable / re-sellable condition. The above special items which have been opened will only be refunded if they prove to be faulty, or damaged.

Price Match Policy:

At Waterdrop, we highly value our customers' shopping experience. That's why we offer a 30-day price match guarantee. If you happen to notice a price reduction on the item you purchased at waterdropfilter.co.uk within 30 days of your purchase, you are eligible to claim a price-match refund. To request a refund, please contact us at service@waterdropfilter.com. We are here to assist you promptly.

Note: This Waterdrop price-change refund policy only applies to items shipped and sold by waterdropfilter.co.uk. If you're buying from a different vendor, you'll need to contact that seller if the price drops.