Refund policy

At Ever Pure, we want you to feel confident when purchasing our Gravity Flow Water Purifier. Please review our return and refund policy before placing your order.

30-Day Return Policy

You may request a return within 30 days of the date your order is delivered.

To qualify for a return, the product must:

  • Be unused and in its original condition
  • Include all components, accessories, filters, manuals, and packaging
  • Show no signs of installation, water exposure, damage, misuse, or excessive handling
  • Include proof of purchase or the original order number

Returns sent without prior authorization may not be accepted.

How to Request a Return

To begin a return, contact us at:

Email: [Insert Customer Support Email]

Please include:

  • Your full name
  • Order number
  • Reason for the return
  • Photographs or a short video if the item is damaged, defective, or incorrect

Once your request is reviewed, we will provide return instructions and the appropriate return address.

Please do not send your order back to the address shown on the shipping label unless instructed by our support team.

Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Damaged, Defective or Incorrect Items

Ever Pure will cover reasonable return shipping costs when:

  • The product arrives damaged
  • The product has a confirmed manufacturing defect
  • You receive the wrong product
  • Components are missing from the package

We may provide a prepaid return label, replacement parts, a replacement product, or a refund, depending on the situation.

Please report damaged, defective, incorrect, or incomplete orders within 48 hours of delivery and include clear photographs or video evidence.

Change-of-Mind Returns

Customers are responsible for return shipping costs when returning an item because:

  • They changed their mind
  • They ordered the wrong product
  • They no longer need the product
  • The item was purchased by mistake
  • The delivery was refused without an approved reason

Original shipping charges are non-refundable unless the order arrived damaged, defective, or incorrect.

Hygiene and Used Filter Restrictions

For health and hygiene reasons, filtration elements that have been installed, used, opened from sealed protective packaging, or exposed to water cannot be returned unless they are confirmed to be defective.

Water purifiers that have been assembled or used may not qualify for a change-of-mind return.

Non-Returnable Items

The following items cannot normally be returned:

  • Used or water-exposed filtration elements
  • Products returned after the 30-day return period
  • Products damaged through misuse, improper installation, neglect, or unauthorized modification
  • Products missing original components or accessories
  • Gift cards
  • Items marked as final sale
  • Products purchased from an unauthorized third-party seller

Your legal rights regarding defective or misrepresented products are not affected.

Return Inspection

All returned items are inspected after arriving at our warehouse.

We reserve the right to reject a return or reduce the refund when an item:

  • Has been used or damaged
  • Is missing components
  • Is not returned in its original condition
  • Shows signs of improper handling
  • Does not meet the eligibility requirements stated in this policy

We will contact you if there is an issue with your return.

Refunds

Once your return has been received and approved, your refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Shipping costs, expedited delivery fees, and other non-product charges are non-refundable unless the return is caused by our error.

Exchanges and Replacements

We do not guarantee direct exchanges. When a replacement is approved for a damaged, defective, or incorrect product, we will provide further instructions.

For change-of-mind purchases, you may need to return the original item for a refund and place a new order.

Order Cancellations

Orders may be cancelled before they enter processing or shipment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In that case, the order must be returned in accordance with this policy.

Contact us as soon as possible if you need to cancel an order.

Lost or Stolen Packages

Ever Pure is not responsible for packages confirmed as delivered by the carrier but reported missing afterward.

Customers should:

  • Check the delivery location
  • Ask household members or neighbors
  • Contact the shipping carrier
  • Contact our support team for assistance

We will help where reasonably possible, but refunds or replacements for confirmed deliveries are not guaranteed.