RETURN & REFUND POLICY

Effective Date: September 8, 2026

At Undo Hydro L.L.C., our goal is to help customers understand their water-treatment options, select the appropriate solution, and feel confident in their purchase.

We understand that circumstances can change. This Return & Refund Policy explains when Undo Hydro products may be returned, exchanged, canceled, or refunded.

This policy applies to eligible products purchased directly from Undo Hydro L.L.C. through www.undohydro.com, an Undo Hydro representative, or another direct Undo Hydro sales channel.

Products purchased from an independent dealer, plumber, installer, distributor, retailer, or other third party may be subject to that seller's return policy.

Nothing in this policy is intended to limit any warranty, consumer protection, cancellation right, or other legal right that cannot lawfully be waived.

1. STANDARD 30-DAY RETURN POLICY

Eligible standard products may be returned within 30 days of delivery for a refund if the product:

Has not been installed.
Has not been used.
Has not been connected to a water supply.
Has not had water pass through it.
Is undamaged.
Is complete.
Is returned with all original components, accessories, manuals, and parts.
Is returned in its original packaging.
Is in a condition that allows the product to be resold as new.
Is accompanied by proof of purchase.

A return must first be authorized by Undo Hydro.

Please contact us before shipping or delivering a product back.

2. RETURN AUTHORIZATION

To begin a return, contact Undo Hydro at:

Email: sales@undohydro.com
Phone: (949) 326-5820

Please provide:

Your name.
Order or invoice number.
Product being returned.
Date of purchase.
Reason for the return.
Photographs of the product and packaging if requested.

Undo Hydro may provide return instructions or a Return Authorization before the product is shipped back.

Products sent to Undo Hydro without authorization may experience processing delays and may be returned to the sender when the product is not eligible for return.

3. PRODUCTS THAT CANNOT BE RETURNED AFTER INSTALLATION OR USE

Water-treatment products come into direct contact with a customer's water supply.

For sanitary, health, product-integrity, and resale reasons, products generally cannot be returned as new once they have been installed, used, opened where sanitary integrity is involved, or exposed to water.

Unless required by applicable law or covered by an applicable warranty, the following are not eligible for a change-of-mind return after installation or use:

Whole-house filtration systems.
Water conditioners.
Salt-based water softeners.
Reverse osmosis systems.
Shower filtration systems.
Filter cartridges.
Replacement filters.
Reverse osmosis membranes.
Filtration media.
Carbon media.
Specialty treatment media.
Used tanks or vessels.
Components that have been connected to plumbing.
Products through which water has passed.
Sanitary components that can no longer reasonably be resold as new.

A product that is not eligible for return may still qualify for repair, replacement, parts, or another remedy under its applicable Undo Hydro Limited Warranty.

4. OPENED FILTERS, CARTRIDGES, MEMBRANES, AND MEDIA

Filters, cartridges, membranes, treatment media, and similar replacement components must remain unused and, where applicable, factory sealed to qualify for a return.

Once protective packaging or a sanitary seal has been opened, or the product has been exposed to water, the item may no longer be returnable unless:

The product was damaged when received.
The incorrect product was supplied.
The product is defective.
Return or replacement is otherwise required under an applicable warranty or law.

This policy helps protect the integrity of products that come into direct contact with drinking or household water.

5. INSTALLED SYSTEMS

Once a water-treatment system has been installed, it is generally not eligible for a standard return based solely on a change of mind.

Installation may involve:

Plumbing modifications.
Cutting or connecting water lines.
Drain connections.
Mounting.
Electrical connections.
Activation of filtration media.
Sanitization.
System programming.
Site-specific fittings and components.

An installed system that experiences a product defect will be handled according to the applicable Limited Warranty, rather than the standard return process.

Installation-related concerns will be handled according to the applicable installation agreement, proposal, invoice, or workmanship warranty.

6. CUSTOM AND SPECIAL-ORDER PRODUCTS

Products specifically configured, manufactured, modified, sized, ordered, or obtained for a particular customer or project may be designated as custom, special order, or final sale.

Once a custom or special-order product has entered production, been ordered from the supplier, or otherwise become committed specifically to the customer's project, cancellation or return may not be available.

Any applicable restriction will be disclosed before or in connection with the transaction where required.

If a supplier permits cancellation or return of a special-order product, the customer may be responsible for reasonable supplier cancellation, return, freight, or restocking costs disclosed to the customer.

7. WRONG PRODUCT RECEIVED

If Undo Hydro sends you a product different from the product you ordered, please contact us promptly.

After verification, Undo Hydro will arrange an appropriate resolution, which may include:

Sending the correct product.
Providing return instructions.
Providing a replacement.
Issuing an appropriate refund.

Undo Hydro will be responsible for reasonable return shipping costs when the return results from an Undo Hydro shipping or fulfillment error.

8. PRODUCTS DAMAGED IN SHIPPING

Please inspect packages and products as soon as reasonably possible after delivery.

If a product arrives visibly damaged, please:

Photograph the shipping packaging.
Photograph the damaged product.
Keep the original packaging.
Contact Undo Hydro promptly.
Provide the order or invoice information.

Where appropriate, Undo Hydro may coordinate with the shipping carrier, manufacturer, distributor, or supplier.

Depending on the circumstances, the resolution may include:

Replacement of the damaged component.
Replacement of the product.
Repair.
A shipping claim.
Refund of the affected product.

Do not install a product that appears materially damaged without first contacting Undo Hydro.

9. DEFECTIVE PRODUCTS

A defective product is handled differently from a standard return.

Products suspected of having a manufacturing or component defect may be covered by an applicable Undo Hydro Limited Warranty or manufacturer warranty.

Undo Hydro may request reasonable diagnostic information such as:

Product photographs.
Video.
Serial number.
Installation information.
Water conditions.
Service information.
Description of the issue.
Proof of purchase.

Warranty remedies may include repair, replacement parts, replacement equipment, technical support, or another remedy specified by the applicable warranty.

A warranty claim does not automatically entitle the customer to a full purchase-price refund unless the applicable warranty or law provides that remedy.

10. CHANGE-OF-MIND RETURNS

Eligible unopened and unused standard products may be returned within the applicable 30-day return period if the requirements of this policy are satisfied.

For an approved change-of-mind return:

The customer is responsible for return shipping or freight.
Original shipping, expedited shipping, delivery, installation, permit, service, or similar charges that have already been performed or incurred are generally non-refundable.
Products must arrive in returnable condition.

Undo Hydro does not currently charge a standard restocking fee for eligible standard products returned unused and in original condition.

However, documented third-party restocking, freight, or supplier charges may apply to special-order or nonstandard products when disclosed and permitted by law.

11. RETURN SHIPPING

Unless the return is caused by:

An Undo Hydro fulfillment error.
An incorrect product shipped by Undo Hydro.
Verified shipping damage for which Undo Hydro accepts responsibility.
A covered defect for which return shipping is provided under the applicable warranty.

the customer is responsible for the cost of returning the product.

We recommend using a trackable and appropriately insured shipping method for higher-value items.

Undo Hydro is not responsible for a customer return that is lost or damaged during return transportation before it is received by Undo Hydro or the designated return facility, except where the shipment was arranged and controlled by Undo Hydro.

12. RETURN CONDITION AND INSPECTION

All returned products are subject to inspection.

A returned product may be rejected or a refund may be adjusted where permitted by law if the product:

Has been used.
Has been installed.
Has been exposed to water.
Is damaged after delivery.
Has missing components.
Has been modified.
Has been improperly packaged.
Is missing substantial original packaging.
Shows signs of misuse.
Is not the product originally purchased.
Cannot reasonably be resold as new.

We will communicate with the customer if an issue is identified during the return inspection.

13. REFUNDS

Once an approved return has been received and inspected, Undo Hydro will process the applicable refund.

Approved refunds will generally be issued to the original payment method whenever reasonably possible.

Please allow up to 10 business days after approval of the returned product for Undo Hydro to initiate the refund.

Banks, credit-card companies, and payment processors may require additional time before the refund appears in the customer's account.

Undo Hydro does not control processing times imposed by financial institutions.

14. NON-REFUNDABLE CHARGES

Unless required by law or resulting from an Undo Hydro error, the following charges may be non-refundable once they have been incurred or performed:

Original shipping charges.
Expedited shipping.
Freight charges.
Delivery charges.
Completed installation labor.
Completed service labor.
Permit fees.
Inspection fees paid to third parties.
Custom materials.
Special-order charges.
Completed plumbing modifications.
Completed electrical work.
Site-specific materials already used.
Other services already performed with customer authorization.

Any refund will be determined according to the specific circumstances and applicable law.

15. CANCELLING AN ORDER BEFORE SHIPMENT

If you wish to cancel an order, contact Undo Hydro as soon as possible.

A standard product order that has not yet:

Shipped.
Entered production.
Been specially ordered.
Been customized.
Been committed to installation.
Incurred nonrecoverable supplier expenses.

may generally be canceled for a full refund.

We cannot guarantee cancellation once processing or shipment has begun.

If a standard product has already shipped, the order will generally be handled as a return under this policy.

16. INSTALLATION CANCELLATIONS

Installation appointments and product purchases may involve separate obligations.

If installation has not yet occurred, contact Undo Hydro as soon as possible if you need to reschedule or cancel.

Any cancellation charges, deposits, material commitments, specially ordered components, permits, or nonrecoverable costs will be governed by the applicable proposal, invoice, installation agreement, or other written transaction document.

Nothing in this section eliminates a cancellation right provided by applicable law.

17. CERTAIN IN-HOME SALES AND LEGAL CANCELLATION RIGHTS

Certain transactions completed at a customer's home or another location away from the seller's regular place of business may be subject to federal or state cancellation rights.

Where an applicable law gives a customer a specific right to cancel a transaction, that legal cancellation right takes precedence over any inconsistent provision of this voluntary Return & Refund Policy.

For qualifying transactions, Undo Hydro will provide legally required cancellation notices and procedures.

This section does not create a cancellation right where applicable law does not provide one.

18. INSTALLATION AND PRODUCT RETURNS ARE SEPARATE

The purchase of equipment and the installation of equipment may constitute separate components of a transaction.

Returning an eligible product does not automatically create a refund right for installation, plumbing, electrical, delivery, permitting, or other work that has already been properly completed.

Similarly, an installation workmanship issue does not automatically mean that the underlying product must be returned.

Product concerns will be evaluated under the applicable product warranty.

Installation workmanship concerns will be evaluated under the applicable workmanship warranty or installation agreement.

19. WARRANTY RIGHTS ARE SEPARATE FROM RETURN RIGHTS

A return policy and a product warranty serve different purposes.

This Return & Refund Policy primarily covers voluntary returns, exchanges, cancellations, shipping problems, and refunds.

Undo Hydro product-specific Limited Warranties govern eligible product defects and warranty claims.

Expiration of the standard return period does not eliminate a valid warranty claim.

Nothing in this policy is intended to exclude, restrict, or modify warranty or consumer rights that cannot legally be waived.

20. THIRD-PARTY PURCHASES

If you purchased an Undo Hydro product from an independent:

Dealer.
Distributor.
Plumber.
Installer.
Contractor.
Retailer.
Marketplace.
Other third-party seller.

the seller's return and refund policy generally governs the original purchase transaction.

Undo Hydro product-warranty rights may still apply according to the applicable written Limited Warranty.

Please contact the original seller regarding a purchase-price refund unless Undo Hydro was the seller of record.

21. PROMOTIONAL, DISCOUNTED, OR FINAL-SALE PRODUCTS

Promotional or discounted products remain eligible under our standard return policy unless they are specifically identified before purchase as:

FINAL SALE
NO RETURNS
SPECIAL ORDER
or similar language.

Products properly designated as final sale are not eligible for a voluntary change-of-mind return, subject to applicable law.

Final-sale status does not eliminate warranty rights relating to a genuine covered defect.

22. EXCHANGES

When an eligible unused product needs to be exchanged for another Undo Hydro product, please contact us before returning the original item.

Any price difference between products will be:

Collected if the replacement product costs more, or
Refunded if the replacement product costs less.

Shipping or freight charges may apply.

Installed or used products generally cannot be exchanged solely because the customer later prefers a different system or technology.

23. REFUNDS FOR SERVICES

Services that have already been properly completed are generally non-refundable.

If you believe an installation or service was not completed according to the applicable written scope of work, please contact Undo Hydro promptly so the matter can be reviewed.

Where appropriate, the issue may be addressed through:

Inspection.
Correction of workmanship.
Additional service.
Warranty service.
Another appropriate remedy.

Rights relating to installation services may also be governed by a separate workmanship warranty or agreement.

24. REFUSED OR UNDELIVERABLE SHIPMENTS

If a shipment is returned because:

The customer refused delivery without an applicable product issue.
The address provided was incorrect.
Delivery could not be completed because of customer-related circumstances.

the customer may be responsible for reasonable shipping, return-freight, or redelivery costs.

This provision does not apply when refusal was reasonably based on visible shipping damage or another Undo Hydro-authorized reason.

25. ABUSE OF RETURN POLICY

Undo Hydro reserves the right, to the extent permitted by law, to refuse transactions or restrict voluntary return privileges in cases involving:

Fraud.
Repeated abusive returns.
Altered products.
Product substitution.
False claims.
Intentional damage.
Unauthorized modifications.
Other misuse of this Return & Refund Policy.

This provision does not restrict legitimate warranty or statutory consumer rights.

26. CALIFORNIA CUSTOMERS

Undo Hydro is a California company.

California law permits retailers to establish return and exchange policies subject to applicable consumer-protection and disclosure requirements.

This Return & Refund Policy is intended to clearly communicate:

Whether refunds or exchanges are offered.
The applicable return period.
The types of products eligible for return.
Products subject to return restrictions.
Conditions required for a return.
Shipping responsibilities.
Refund procedures.

Nothing in this policy limits rights available to California consumers that cannot legally be waived.

27. CHANGES TO THIS POLICY

Undo Hydro may revise this Return & Refund Policy periodically.

The policy applicable to a purchase will generally be the policy in effect when the applicable transaction was completed, unless a later change benefits the customer or applicable law requires otherwise.

The Effective Date at the top of this page identifies the current version.

28. CONTACT UNDO HYDRO

To request a return, report a damaged product, ask about an exchange, or obtain assistance with this policy, please contact:

Undo Hydro L.L.C.
15 Enterprise, Suite 250
Aliso Viejo, CA 92656

Phone: (949) 326-5820
Email: sales@undohydro.com
Website: www.undohydro.com

Please include your name, order or invoice number, product information, and a brief description of your request.

Make It Better.

Refund Processing & Timelines

We want every eligible return to be handled clearly, fairly, and efficiently.

Once your return is received, Undo Hydro will inspect the product and confirm whether the return meets the requirements of our Return & Refund Policy. We will then notify you whether the refund, exchange, or other applicable resolution has been approved.

Refunds to Your Original Payment Method

When an approved refund is returned to your original payment method, Undo Hydro will generally initiate the refund within 2–5 business days after approval.

Whenever reasonably possible, refunds are issued to the original payment method used for the purchase.

After Undo Hydro processes the refund, your bank, credit-card issuer, or payment provider may require additional time to post the funds to your account. Depending on the financial institution, this may take several additional business days.

These external processing times are controlled by the financial institution or payment provider and are outside Undo Hydro's direct control.

Store Credit

If store credit is available for your transaction and you choose that option, we will provide confirmation of the amount and instructions for using the credit toward a future Undo Hydro purchase.

Store credit will not be substituted for a refund to the original payment method without your agreement, except where expressly permitted under the applicable sales terms or law.

Exchanges

If an eligible product is approved for exchange, we will coordinate the replacement after the returned product has been inspected and any applicable price difference, shipping charge, or other disclosed amount has been resolved.

If the replacement product costs more than the original product, you will be responsible for the difference.

If the replacement product costs less, the applicable difference will be refunded or credited according to the agreed resolution.

Shipping and Other Deductions

Original shipping, delivery, expedited shipping, installation, or other charges that have already been properly incurred or performed are generally non-refundable unless:

The return resulted from an Undo Hydro error.
The incorrect product was shipped.
The product arrived damaged and Undo Hydro accepts responsibility for the claim.
The charge must otherwise be refunded under applicable law or warranty terms.

Undo Hydro does not charge a standard restocking fee on eligible standard products returned unused, uninstalled, undamaged, and in their original condition and packaging.

Special-order or nonstandard products may be subject to documented supplier restocking, cancellation, freight, or return charges when those charges were properly disclosed and are permitted by law.

Refund Confirmation

Once Undo Hydro has initiated an approved refund, we will provide confirmation that identifies the applicable refund amount and method.

If you have not received an expected refund after allowing reasonable processing time for your bank or payment provider, please contact the financial institution first and then contact Undo Hydro if additional documentation or assistance is needed.

We will be happy to provide available transaction or refund-confirmation information.

Questions About a Refund

For assistance with a return, exchange, or refund, please contact:

Undo Hydro L.L.C.
Phone: (949) 326-5820
Email: sales@undohydro.com
Website: www.undohydro.com

Shipping & Return Shipping Policy

We want shipping and returns to be clear and straightforward. Responsibility for return shipping depends primarily on the reason for the return.

When Undo Hydro Covers Return Shipping

Undo Hydro will generally cover reasonable return shipping costs when:

We shipped the incorrect product.
The product arrived damaged and the return is approved by Undo Hydro.
A verified product defect requires the product to be returned under the applicable warranty.
Undo Hydro otherwise confirms that return shipping will be provided.

When appropriate, we may provide a prepaid return label or arrange another return method.

Please contact Undo Hydro before returning a damaged, incorrect, or potentially defective product so we can determine the appropriate resolution.

Depending on the circumstances, a warranty issue may be resolved through replacement parts, replacement equipment, service, technical assistance, or another remedy without requiring the entire product to be returned.

Change-of-Mind Returns

For an approved return based on a change of mind or personal preference, the customer is generally responsible for return shipping costs.

Returned products must meet the eligibility requirements described in our Return & Refund Policy, including applicable requirements regarding condition, installation, use, packaging, and exposure to water.

We recommend using a trackable shipping service and appropriate insurance for higher-value products.

Lost or Damaged Deliveries

If your order is lost or arrives visibly damaged during shipment to you, please contact Undo Hydro promptly.

For damaged shipments, please retain:

The product.
Original packaging.
Shipping materials.
Shipping label.
Photographs of the damage and packaging.

This information may be necessary for us to work with the shipping carrier, supplier, or manufacturer.

Depending on the circumstances, the appropriate resolution may include:

Replacement of the affected product.
Replacement of a damaged component.
Repair.
A carrier claim.
A refund where appropriate.

Please do not install a product that appears materially damaged without first contacting Undo Hydro.

Responsibility for Customer-Arranged Return Shipping

When you arrange and pay for your own return shipment, you are responsible for packaging the product securely and selecting an appropriate carrier and shipping method.

Undo Hydro is not responsible for loss or damage occurring during customer-arranged return transportation before the product reaches Undo Hydro or the designated return facility.

For this reason, we strongly recommend using:

Tracking.
Delivery confirmation.
Appropriate shipping insurance for higher-value items.

If Undo Hydro provides and controls a prepaid return method, responsibility for transportation will be handled according to the circumstances of that return and applicable law.

Return Shipping Costs

Unless Undo Hydro has agreed otherwise, return shipping costs for an approved change-of-mind return are the customer's responsibility.

Original shipping, expedited shipping, freight, and delivery charges that have already been properly incurred are generally non-refundable unless:

The return resulted from an Undo Hydro error.
Undo Hydro shipped the incorrect product.
A shipping-damage claim is approved.
An applicable warranty provides otherwise.
A refund is required by law.

Refused or Undeliverable Shipments

If an order is returned because:

An incorrect delivery address was provided.
Delivery could not be completed because of customer-related circumstances.
A shipment was refused without an Undo Hydro-approved reason.

the customer may be responsible for reasonable return freight, shipping, or redelivery charges.

This does not apply when refusal is reasonably based on visible shipping damage or another reason authorized by Undo Hydro.

Shipping Availability

Shipping availability, carrier options, delivery times, and costs may vary depending on:

Product size and weight.
Delivery location.
Carrier availability.
Product availability.
Freight requirements.
Applicable regulations.

Any applicable shipping limitations or charges will be communicated as part of the applicable order or transaction.

Need Help With a Shipment or Return?

Please contact us before returning a product so we can confirm eligibility, shipping responsibility, and the appropriate return procedure.