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.