Return and Refund Policy
Last updated: March 2025
We want you to be completely satisfied with your purchase. However, we only accept returns under specific conditions as outlined below. Please read carefully.
1. Return Conditions (What is Acceptable?)
We only accept returns for the following reasons:
- Defective upon arrival: Item fails to function as intended due to manufacturing defect.
- Damaged during shipping: Item arrives broken, cracked, or physically damaged, supported by evidence.
- Wrong item received: You received an item different from what you ordered.
We do not accept returns for change of mind, wrong size, “no longer needed,” or any other non-quality-related reasons. All products sold are non-customizable and we do not offer customization.
For qualifying items, after review and approval, we may offer a replacement or refund to the original payment method.
2. Reporting Shipping Damage – 72-Hour Window
If your order arrives with damage caused during transit, you must report it within 72 hours of delivery (based on tracking confirmation). Reports received after 72 hours may not be eligible for a refund or replacement.
To report damage, you must provide:
- Your order number and email address used for the order.
- Clear photographs of the damaged item(s) and the outer packaging showing any visible damage.
- Photos of the shipping label.
Send this information to support@waterbreak.shop with the subject line “Shipping Damage – Order #[YourOrderNumber]”.
3. Return Process (Step by Step)
- Contact us: Email support@waterbreak.shop with your order number and a description of the defect, damage, or issue.
- Provide evidence: Submit clear photos of the defect or damage as requested. For shipping damage, this must be within 72 hours of delivery.
- Review: Our team will review your request within 1–2 business days. If approved, we will send you a return shipping label (if applicable) and specific return instructions.
- Ship the item (if required): Pack the item securely and follow the return instructions. Items must be received at our facility before we process the refund. Do not return items without prior authorization, as this may delay or prevent processing.
- Inspection and Refund/Replacement: Once we receive the returned item, we will inspect it. If the return is approved, we will process the refund to your original payment method within 5 business days of receipt. In some cases, we may offer a replacement instead of a refund. Please allow additional time for your bank or financial institution to process the credit.
4. Who Pays for Return Shipping?
- Defective items / shipping damage / wrong items: We will provide a prepaid shipping label or arrange return shipping. The cost of return shipping is covered by us (waterbreak.shop).
- All other scenarios (not accepted): Returns are not accepted, so no return shipping is applicable.
5. Refund Method and Timing
Refunds are credited back to the original payment method used at checkout (credit card, debit card, or other payment method processed through Shopify Payments).
Processing time: After we receive and inspect the returned item (if applicable), we will initiate your refund within 5 business days. The time it takes for the funds to appear in your account depends on your financial institution (typically 5–10 business days for credit cards).
6. Non-Refundable Charges
If an order is canceled after payment or a refund is processed, any fees charged by payment processors or banks (e.g., transaction fees) are non-refundable. These fees are retained by the payment provider and cannot be returned by us, as they are charged by the payment provider, not by waterbreak.shop.
7. Cancellation Policy
Orders may be canceled only if they have not been shipped. To request cancellation, email us immediately. If the order is already shipped, you must follow the return process above. In case of a cancellation, any payment processor fees incurred are non-refundable as explained in section 6.
8. Important Legal Note
This policy sets forth your sole and exclusive remedy for issues with products. It does not contain any clause claiming “final interpretation” or unilateral discretion that violates applicable law.