Return and Refund Policy

Thank you so much for purchasing our products. All of our products are supported by the return policy except the accessories and the used products. Before you apply for a return or refund, please read our Return&Refund policy to confirm that your order is supported to be returned.
Your satisfaction is our top priority, please read our return and refund policy:

• Our website does not support refunds of one-time products.
• There should be no artificially damage if you request a return&refund.
• When you are ready to sign for the package, and find that the package is broken. please take some pictures to prove that firstly and contact us.
• All parts and accessories must be in the original package and no item is missing.
• Returning or Replacing can be processed within 30 days after receiving your product.
• If you request a return caused by a product defect, please contact us. We will replace the new product or process the refund for you.
• If an order is canceled after it has been placed, we will deduct an additional 10% handling fee and cost of transportation out of the warehouse.
• No Returns, No Refunds for orders older than 1 month.
• If you paid by credit card, we will deduct a 5% processing fee when refunding.
• Used products are not supported for return and exchange.
• Shipping fees are non-refundable and the cost of return shipping is the responsibility of the customer.
• Free shipping orders will be deducted the original shipping fee upon the refund. The return shipping fee needs to be paid by yourself.(If the shipping is by international express, we will deduct the actual shipping cost from the bill.)

If you request a return&refund, we will charge you a service fee based on your payment amount. The fee is mainly caused by the product value impairment and restocking fee.

Our products are covered by a 30-day exchange or refund guarantee (effective from the date of delivery), which applies to manufacturing defects, machine malfunctions, etc. For defective or faulty products, the customer must first contact us and provide photos and videos of the defective product so that we can assess the problem and correct it.

 

If you request a return caused by a product defect, we need a video to confirm this and keep it as proof. Please send it to our email address. We will replace the new product or process the refund for you. Please contact us within 30 days after receiving your parcel.

If you receive an incorrect product or miss accessories in any order due to an error on our part, please give us a picture of the item you received, we will replace or resend it without additional charge. Please contact us within 3 days after receiving the item to arrange a replacement.

All of the products are guaranteed to be of good quality, if the received product is damaged during shipment, please give us a picture of the damaged item, we will replace it without additional charge. Please contact us within 3 days after receiving to arrange a replacement.

 

Refund Process:

1.Contact us: email:support@waterelves.com,let us know your order number and the reason for the refund.
2.If you want to claim a return for the quality issue, we need a video to confirm this and keep it as proof.
3.After we confirm and accept your application for returning or replacing, we will send you the return address.
4.Send the product back, and please email us the tracking number.
5.Refunds will be arranged within 48 hours of the product being scanned into the warehouse.
Note: Please contact us by email to request a return address before returning. Please do not send the product back to the original shipping address on the package. It is not our return address. If you return the product to that address, the return process cannot be proceed normally.

We cannot refund if it occurs in one of the following situations:

• Send products to the wrong address (including “return to sender”, please confirm the return address with us before returning. The return address is different from the shipping address.).
• Order the accessories or used machine.
• The machine can only be replaced once without a special situation, and the refund service will be unable to provide after replacement.
• Logistics lost orders. We will submit claims to the express company on all orders that are not received. And we need our customers to provide a Claim ID. We will not process a refund until there is any solution received from the express company. We can re-send a product to you if you want.
• Regarding cancellation, after the package is shipped out or the package is rejected, the return shipping fee needs to be paid by customers.

Cancel The Order:

• Before shipment: please email us ASAP, and name the email "Cancel Order". We always handle this kind of email firstly.
• After shipment: unfortunately, the order cannot be canceled after shipment. Please firstly email us to ask for the return address and sign the package, and then send it back to the certain return address we give you.

Refund Time:

Refunds will be returned to your account within 7-15 business days of receiving your return.If you have previously initiated a dispute on PayPal or a case on your credit card, please withdraw your dispute or case in order for us to successfully refund you.The refund will be processed to your original account.The refund time will be different because of the PayPal or credit card system. If the refund time is beyond this time limit, please contact PayPal or your issuing bank for further information.

Exchange Products:

Replacing will be processed within 30 days after we receive your product. Please contact us by email to inform us of your order number and model you want to exchange, then please send the previous product back firstly, we will arrange to send a new product after receiving your returned package and confirming your shipping address.