Waterdrop X16 Series Undersink Reverse Osmosis System

Shipping & Return Policy

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  

Your order will be shipped within 3 days or ordering.  We will email you with a tracking number when your order is dispatched.

In the United States we offer Free Shipping on all orders with USPS, FEDex, or UPS. If you choose Free Shipping transit times are between 3-5 business days.

If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Processing:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@pristinefilters.com

Tracking Info

Customers will receive tracking info simultaneously as their order is being dispatched. The tracking number will be provided via email to the customers provided email address they gave during the checkout process. 

The tracking number will be hyperlinked to the "tracking" page on the shipping providers website where the customer can easily view and track their order. 

We ship to the 48 contiguous states of The United States excluding Alaska and Hawaii.

Cancellations & Refunds:

All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Delayed Order

In the unlikely event your order is delayed we will personally reach out to the shipping provider to advocate for you and give you updates via email. 

*Delayed orders that do not have damage or defects will not qualify for a full refund once they have left the warehouse. Orders that are delayed during processing and have not left the warehouse are eligible for a full refund*

Lost Orders

In the unlikely event an order appears to be lost during transit, please contact us via email at support@pristinefilters.com. We will reach out to the shipping provider on your behalf and resolve the issue. If the shipping provider has lost the order, Bio Wellness Collection will ship the customer a new product within 24 hours. 

If you need any help regarding shipping please feel free to contact us via email at support@pristinefilters.com, by phone at 903-980-1362, or by live chat (located on the bottom right of our website).

Shipping Partners

Pristine Filters ships orders via FedEx, UPS, and USPS.

Delayed Order

In the unlikely event your order is delayed we will personally reach out to the shipping provider to advocate for you and give you updates via email. 

*Delayed orders that do not have damage or defects will not qualify for a full refund once they have left the warehouse. Orders that are delayed during processing and have not left the warehouse are eligible for a full refund*

Lost Orders

In the unlikely event an order appears to be los.t during transit, please contact us via email at support@pristinefilters.com. We will reach out to the shipping provider on your behalf and resolve the issue. If the shipping provider has lost the order, Bio Wellness Collection will ship the customer a new product within 24 hours. 

If you need any help regarding shipping please feel free to contact us via email at support@pristinefilters.com by phone at 903-980-1362.

Return & Refund Policy

Returns

If for any reason you are not completely satisfied with your products, we offer a full refund less shipping.  Send an email to support@pristinefilters.com or call us at 903-980-1362.

Exchanges

If the customer needs to exchange their product, they may do so as long as the product is unopened and unused. 

We accepts exchanges on all non used and unopened products. The customer is required to pay for shipping to return the product and receive the new product.

(In the event the product is found to be used or opened, an exchange will not be accepted and we reserves the right to keep the item that was sent back for the intended exchange.)

We will ship the new product to the customer after the original product has been received. *Please allow us 1-2 days to process the incoming product and ship the new product.*

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged, please send photos to support@pristinefilters.com and we will process an insurance claim on your behalf.

Returns for non defective/damaged items

Customers who would like to return their item may do so within 30 days from the day their order is delivered to the provided shipping address on their order. The item must be unopened and unused. The customer will be required to pay the return shipping and a 25% restocking fee of the sale price of their order.

Once we receives the returned product and confirms its unused/unopened condition, the refund will be initiated and processed within 15 days back to the customers credit card that was used to initially purchase the product.

Returns can be initiated by contacting us via email at support@pristinefilters.com

Defective Item: Customers have 30 days after the orders date of delivery to report any defects in their product. These defects must occur while using the product as instructed in the products user manual. Defects that occur due to uninstructed use of the item will not be accepted for returns.

In the unlikely event of an item being defective and the customer using the product as instructed in the user manual provided in the product packaging, the customer must notify Pristine Filters via email at support@pristinefilters.com. The customer must take pictures of the defects and describe the defects in the email sent to Pristine Filters.

Within 24 hours, we will respond and send the customer a return shipping label via email. This return shipping label is intended to be used with the products original packaging to pack and ship the product for the return. If the customer no longer has the original product packaging, the customer must pay for an adequate box to ship the product for return.

Once we receives the defective item from the customer. The refund process will be initiated and the funds for the order will be given back to the customers credit card that was used for the order within 15 days. In the event the customer would like to exchange the item for a non defective version, we will send the non damaged product to the customer within 1-2 days of receiving the defective item from the customer.  

Wrong Item Received 

In the unexpected event a customer receives the wrong product, the customer is expected to email us at support@pristinefilters.com and give details of the issue. We will respond within 24 hours and provide the customer with a return shipping label via email.

The customer is required to return the incorrect product with its original packaging that is unopened and unused (used or opened products will not be accepted for exchange or refund).  It is up to the customer to decide whether they would like for the incorrect product to be  exchanged for the correct product they ordered or to cancel the order and receive a full refund.

In the event the customer would like to exchange the incorrect product for the correct one, we will ship the correct product to the customer within 1-2 days of receiving the incorrect product from the customer.

In the event the customer would like a full refund and return the product as instructed, we will initiate a refund back to the customers credit card that was used for the order once the product is received. The funds will be returned back to the customers credit card within 15 days of receiving the returned product.

Chargeback Info

At Pristine Filters, our goal is to provide our customers with the easiest buying experience possible by giving full effort to providing top-notch customer service. With this being said, in the event a customer attempts to file an illegal chargeback, the order will be considered "stolen/theft" and legal repercussions will follow. 

Please let us help assist you in any way possible. Contact us via email at support@pristinefitlers.com, by phone at 903-980-1362.

We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price than us within 6 months of your purchase date please let us know and we will refund your original payment for the difference.  

We want you to feel confident that you are getting the absolute best price for the product you are ordering.  If you find that our own website has a lower price for the same item you have ordered within 6 months of your purchase date will refund the difference as well.

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.

Our 100% Price Guarantee has some limitations:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax