Returns and refunds

Damaged, broken or wrong items

If anything arrives broken, leaking or not what you ordered, email [email protected] within 14 days of delivery with a photo. We’ll send a free replacement or refund that item, whichever you prefer. You don’t need to send anything back.

Unopened products

You can return unopened products within 30 days of delivery for a full refund of what you paid for them. Email [email protected] first and we’ll tell you where to send them. Because they’re cleaning products, we can’t accept returns of opened pouches, pods, powder or Part B.

Not working in your water?

If your results aren’t what you expected, write to us before anything else. Most of the time the fix is a different Part B tier, which you can change in Your account, and we’re glad to help you choose. If we can’t make it right on your first order, we’ll refund it.

Refills you didn’t mean to receive

Your subscription renews every month until you cancel (see our terms). If you meant to cancel or skip and contact us within 48 hours of being charged, before your refill ships, we’ll cancel that order and refund it in full. If it has already shipped, you can return it unopened under the policy above.

How refunds are paid

Refunds go back to your original payment method, usually within 5 to 10 business days of our approving them, depending on your bank.

Cancelling your subscription

You can cancel at any time in Your account. Cancelling stops future charges. It doesn’t refund the current month, which has already shipped or is being prepared, except as described above.