Effective Date: 06/01/2023
Last Updated: 03/14/2025
Welcome to The Dirty Water Company LLC; D.B.A. D2Os ("d2o," "we," "us," or "our"). This Return and Refund Policy outlines the terms and conditions for returning products purchased from our website drinkd2o.com in compliance with industry standards and the laws of California and Arizona.
1. Eligibility for Returns
To be eligible for a return, your purchased product must meet the following criteria:
- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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The product must not be expired or damaged due to mishandling or misuse.
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Used product is not eligible for return.
- We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
2. Returns Process
To initiate a return, follow these steps:
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Contact our Customer Support team (info@drinkd2o.com) within 12 days of receiving your product to request a return.
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Provide your order number, details of hours the product, and the reason for the return.
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Our Customer Support team will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number if your return is approved.
3. Returns Approval
Once we receive your return request, we will assess the eligibility of the product for return based on the provided information. If approved, we will issue you an RMA (Return Merchandise Authorization) number and provide instructions for returning the product.
4. Shipping and Handling Charges
Unless the return is due to our error (e.g., incorrect product shipped), you will be responsible for the shipping and handling charges associated with the return. Note: Shipping and handling charges are non-refundable.
5. Refunds
Once we receive the returned product and confirm its eligibility, we will process your refund within 5 - 7 business days. Refunds will be issued using the original payment method used for the purchase.
6. Exchanges
We do not offer direct exchanges for returned products. If you wish to exchange a credit for a product, please follow the return process outlined above and place a new order for the desired product.
7. Exceptions
We do not accept returns or provide refunds for products purchased from authorized retailers or third-party sellers. Perishable or consumable products are not eligible for returns unless they are damaged or defective upon arrival.
8. Contact Us
If you have questions or concerns about our Return/Refund Policy, please contact our Customer Support team at info@drinkd2o.com.
By making a purchase from our Website, you acknowledge and agree to the terms of this Return/Refund Policy.
To start a return, you can contact us at info@drinkd2o.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@drinkd2o.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@drinkd2o.com.
