Refund policy

Healthy Hydration Return & Exchange Policy

Thank you for choosing Healthy Hydration. We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, our return and exchange policy is outlined below.

Return & Exchange Policy

Healthy Hydration offers a 30-day return policy for full-price items. To qualify for a return or exchange, items must be:

  • Unopened and unused
  • In new condition, with all original packaging, parts, and accessories
  • Returned with RMA form and proof of purchase 

Customers are responsible for return shipping costs, unless the item is defective, damaged, or incorrect. In such cases, we ask customers to return the product via UPS (or another carrier of your choice). Once the product is inspected and confirmed as defective, damaged, or incorrect, we will reimburse the return shipping cost up to $40.00.

Please note that we do not provide prepaid return labels.

Return & Restocking Fee

  1. A full refund, excluding shipping fees, will be issued only if the product is unopened and unused and is returned and received by Healthy Hydration within seven (7) days of receipt.*
  2. If an unopened and unused product is returned after seven (7) days but within thirty (30) days of receipt, a 20% restocking fee will apply.*
  3. No returns or refunds will be accepted for any product, regardless of condition, after thirty (30) days from the date of receipt.*
  4. All products must be securely packaged and returned to the Company**.
  5. Proof of delivery is required for all returned products. It is the buyer’s responsibility to return the product safely and securely.
  6. Pulse Pro + a 30 day return is acceptable minus restocking fee of 30%. 

* Receipt refers to the date of pickup or the date of signed delivery.
 ** Received means the product has arrived at Healthy Hydration warehouse with address provided on the RMA obtained through Healthy Hydration.

How to Request a Return or Exchange

To initiate a return or exchange, follow these steps:

  1. Request a Return Merchandise Authorization (RMA)

    • Email support@healthyhydration.com with your order number and reason for return.

    • You will receive an RMA number and return instructions.

  2. Package Your Item Securely

    • Include all original packaging, parts, and accessories.

    • Clearly write your RMA number on the outside of the package.

  3. Ship Your Return

    • Customers are responsible for return shipping.

    • Exchanges will be processed once the return is received and inspected.

  4. Refund Processing

    • Allow for 4 weeks for processing.

    • Once the return is received and approved, refunds will be processed within 14 business days.

    • Refunds will be issued to the original payment method, excluding shipping fees.

    • If more than 15 business days have passed and you have not received a refund, please contact customer service.

 

Defective, Damaged, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, submit a claim within 14 days of delivery by contacting us at support@healthyhydration.com

Please provide:

  • Order number
  • Photo of the damaged or incorrect item
  • Brief description of the issue

Claims will be reviewed within 5 business days. We will need all the products back for inspection and approved cases will receive a replacement.

What If There Was a Problem with My Order?

If you encounter an issue upon delivery, such as:

  • Your item was never received
  • Your item arrived damaged or defective
  • You received the wrong product

Please submit a claim to support@healthyhydration.com as soon as possible so we can resolve the issue.

Claim Submission Guidelines

  • Claims must be submitted within 2 weeks of receiving your item.
  • If your package is marked "delivered" but has not arrived, please wait 3 business days before filing a claim, as deliveries may still be in transit.
  • A package is considered "lost in transit" if there have been no tracking updates for more than 7 business days.
  • Once a claim is submitted, we will review it and respond within 1-3 business days.

We Do Not Cover

  • Missing parcels or redelivery fees due to invalid or incorrect address information provided by the customer.
  • Delays in transit, including those caused by the shipping carrier.
  • Orders marked as unfulfilled or unshipped due to pre-orders or high-volume shipping periods (e.g., holidays).
  • International orders stuck in customs – customers must contact their carrier and pay any required customs fees. If customs fees are refused, we are not responsible for return-to-sender fees, which will be deducted from any refund.
  • Items returned in unsellable condition, including opened or damaged items that cannot be resold.
  • Theft of items left outside your property per your delivery request. If you requested your package to be left unattended, this waives your right to any claims as per carrier terms and conditions.

    Products with a longer warranty period, will adhere to the original purchase date for warranty coverage. If a replacement unit is provided under warranty, the warranty period will not reset or extend—it will continue to follow the original purchase date.

    Additionally, if a product has already been replaced under warranty, no further warranty coverage will be offered for the replacement unit.

 

Exceptions & Non-Returnable Items

The following items cannot be returned or exchanged:

  • Final Sale & Clearance Items
  • Custom or Personalized Items, whole home water system
  • Water filters
  • Gift Cards
  • Extra Warranty Protection & Return Shipping coverage is non-refundable

Please get in touch if you have questions or concerns about your specific item.

Lost, Stolen, or Undelivered Packages

If a package is lost in transit (no tracking updates for 7+ business days) or marked delivered but not received, please wait 3 business days before filing a claim.

First step to begin an investigation, we require you to do the following steps:

  1. Contact the the shipping carrier.

  2. File claim and provide Healthy Hydration with the claim number.

  3. Our team will review the claim and assess the next steps.


To initiate a claim, contact support@healthyhydration.com with:

  • Order number
  • Tracking information
  • Description of the issue

Healthy Hydration will review the case and may initiate a carrier investigation.

International Orders & EU 14-Day Cooling-Off Period

For orders shipped outside the U.S., customers are responsible for customs fees and duties.

European Union Customers: You have the right to cancel or return your order within 14 days of receipt for a full refund, provided the item is unused and unopened in its original packaging.

To request an EU return, contact us at support@healthyhydration.com.

Unclaimed Returns

If a returned product remains unclaimed for 14 days after customer notification, it will be considered abandoned and disposed of accordingly.

Contact Information

For any questions, return requests, or concerns, please contact us:

Email: support@healthyhydration.com
 Phone: +1 (509) 519-2545

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