Shipping & Returns
Terms and Conditions:
Unless otherwise specified, all products are in stock and ready to ship, (excluding 80 and 150 gallon reserve tanks which require an additional 7 days.) Your order will processed immediately and shipped within 3 work days via UPS. Most orders are delivered within 7 days of order.
Shipping & handling cost can be viewed after adding a product to your shopping cart. (Registration is not required in order to obtain the shipping cost.) US Continental shipping usually takes approx. 3 working days. Please use your street address instead of P.O. Boxes when ever possible as UPS does not deliver to Post Office boxes. If you must receive delivery at your Post Office box, we will ship via USPS instead of UPS which may take a couple days longer.
You will receive an email verification upon successful payment. A shipping notification email may also be sent to you when shipment is made which will include tracking information when applicable.
Warranty - Durastill, Inc. and H2oLabs provides a 1-year warranty on defective factory parts. (Damage caused by customer misuse or fuse replacement due to customer's faulty electrical wiring is not covered.) All shipping charges, to and from customer, must be paid by the customer and will not be reimbursed.
Shipping damage claims must be made immediately upon receipt of package. If item was damaged in shipment, please call us in order to file a claim for reimbursement of the cost of repair or replacement of the item.
Refund Policy - We guarantee that our top quality units will perform as specified. No other guarantees apply. So if you have any questions at all, please contact our friendly Customer Service department for answers. Qualifying units authorized to be returned at our discretion, are subject to a 20% examination/restocking fee if in new and unused condition, or a minimum 40% refurbishing fee if the product has been used even once. All return shipping charges must be paid by the customer and original shipping charge will be deducted from any authorized refund amount.
Large Orders - Orders that are $10,000 and more will have a 3% order total cancellation fee. This charge can be attributed towards another order over $10,000 if made within 30 days of the cancellation.
Return Policy - Returns for any reason must include a PREAUTHORIZED Return Merchandise Authorization, (RMA), that has been approved in advance of shipment. The assigned RMA number must be clearly specified on any returned package. Shipping charges, to and from customer, must be paid by the customer and will not be reimbursed.
Return Merchandise Authorization
and Shipping Instructions:
To return the unit or any part for repair, please call us in advance at:
1-855-855-2500 (8:00 AM to 4:00 PM Central Time Monday through Friday)
If you have a problem within your 12 month warranty period, please call us at the number above and we will walk you through the steps to correct the problem, or we will repair your unit or send you any necessary replacement part free of charge. (Customers are responsible to pay for all shipping charges.) Follow “Return Steps” below.
1) Call Customer Service Department at the number above to obtain an RMA number, (Return Merchandise Authorization). IMPORTANT: Do not send any item back without calling first. Repairs cannot be made without an RMA and we are not responsible for lost or misdirected shipments that do not have an RMA.
2) Print and fill out this form completely and include it in the product box and ship to: Water Distiller Returns Dept., 2905 Bush Dr. Melbourne Fl. 32935 (Note that when calling for the RMA number, you may be instructed to ship to an alternated address in the case of warranty returns.)
3) Using the original shipping box and packaging material if available, box up and return the unit to the address above, with your name, address and “RMA” number written clearly on the box. (When returning a unit for repair, it is not necessary to return the reserve tank.) If original shipping box and packaging materials are not available, items must be securely packaged in a durable box.
***IMPORTANT*** The RMA number must be clearly written on the outside of the box.
We are not responsible for units returned without an RMA Number.
(Additional fees will apply if no RMA number is noted.)
Call United Parcel Service, (UPS), at 1-800-PICK-UPS (742-5877) to arrange for a pickup.
(Expedited, overnight shipping or insurance is not necessary.)
Print your name and address clearly: _________________________________________________
Product Name/Model #: ____________________________
RMA Date: ________________________
Date Purchased: ___________________
Actual Return Date: _________________
Approximately how many times did you use the product? _______
Please explain what is wrong with item: