Refund policy
We provide a 30-day Returns and Exchanges policy for you, so please rest assured to purchase on our website. You will get a reliable after-sales guarantee.
** If it is a product problem, please be sure to provide package pictures (including logistics labels) and product pictures **
Within 30 days after you receive the products, if the following conditions occur, you can request a Returns or Exchanges.
1. Wrong model of filters received (We shipped the wrong model to you)
2. Defective filters due to design errors(Leaking or not fit)
3. Damaged filters caused by improper transportation
4. Order not delivered due to logistics issues.
You don’t need to pay the return shipping fees for the above situations.
The following are non-returnable situations:
1. Order over 30 guarantee days
2. Deliberately damaged products
3. No Unreasonable Returns and Exchanges:
Once the logistics tracking number is provided, no unreasonable refunds are supported,we do not accept returns or offer refunds without a valid reason. If you have concerns about the product, please reach out to our customer support team, and we will be happy to assist you in resolving any issues.
4. Orders that refuse to provide pictures/videos or relevant information.
How to Request a Returns or Exchanges
1. Contact our after-sales service first.
2. Describe the problem in detail and send clear pictures or videos to us.
3. Get our return authorization and return the products according to our instructions. About the returned address, we will tell you in the instructions.
4. Based on the circumstances of the order, if it is our responsibility (wrong item shipped/missing item/guidance error), we will cover the shipping cost. If it is the customer's responsibility, then the customer will need to bear the shipping cost themselves.
5. We do not accept returns for used or unpacked products.
Since the filter cartridge is a product related to customer drinking water safety, we do not accept any products that have been used or have had their heat shrink packaging opened.
6.For orders requiring customers to return the products for refund or replacement, we will arrange for the refund or replacement within 24-48 hours after receiving the returned package from the customer.
- In the case of a refund, the funds usually arrive within 7 business days after receiving our refund notification email.
- For replacements, the items typically arrive within 4-6 business days after the order number.
Please note that these timelines may vary depending on the specific circumstances and logistics processes.
7.After consulting with our customer service, for orders that do not require customers to return the products, we will initiate the refund or replacement process within 24-48 hours and provide the order number.
- For refunds, the funds usually arrive within 7 business days after receiving our refund notification email.
- For replacement shipments, the items typically arrive within 4-6 business days after the order number is provided.
Please keep in mind that these timelines may vary based on specific circumstances and logistical procedures.
NOTE
ANY REJECTION OR RETURN OF THE PRODUCTS WITHOUT OUR AUTHORIZATION ARE NOT ACCEPTED. WE ARE NOT RESPONSIBLE FOR THE LOSS. SO PLEASE REMEMBER TO CONTACT OUR CUSTOMER SERVICE TEAM FIRST IF YOU HAVE ANY PROBLEMS.
Refund
Here is the information organized in English regarding when you will cover return shipping fees for refrigerator filter products and when you won't:
Cases where we will cover return shipping fees:
1. Wrong Product Shipped: If the customer receives the wrong product due to our mistake, we will cover the return shipping fees.
2. Product Quality Issue: If the product has quality issues that lead to the customer requesting a return, we will cover the return shipping fees.
3. Damaged Packaging: If the packaging of the product is damaged during transit, affecting the product itself, we will cover the return shipping fees.
Cases where we won't cover return shipping fees:
1. Customer's Own Reason: If the customer requests a return due to personal reasons, such as a change of mind or purchasing the wrong product, we will not cover the return shipping fees.
2. Unreasonable Returns: If the customer requests a return without a clear product issue or error, the return shipping fees will be the customer's responsibility.
3. Intact Packaging: If the customer receives the product with intact packaging and there is no actual issue with the product itself, we will not cover the return shipping fees.
When handling after-sales issues, make sure your return policy is clearly communicated during order confirmation and customer communication to avoid any misunderstandings or disputes. Additionally, based on the situation, you can handle cases flexibly to maintain customer satisfaction.
Missing Items
We are not responsible for the stolen, lost or misplaced issues after the packages have been delivered successfully to your address.
If the missing problem is caused by us, we will resend the products to you freely. Please contact us as soon as you encounter this problem.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Contact us
Email Address1: info@dfilters.com
Email Address2: support@dfilters.com