Refund policy
30 Day Happiness Guarantee or Money Back
Highbrow Water offers a 30 Day Happiness Guarantee or Money Back to the original purchaser. This guarantee does not apply to custom made products including the Somavedic Gold or any commercial systems. Custom made products and commercial systems are not returnable and not refundable.
Otherwise, if you are not 100% happy with your product(s), please call Highbrow Water Filters customer service at 813-485-5315 to ensure the fastest processing of a return. Emailing or texting may cause further delay the process.
After requesting a return, you may be issued a Return Authorization Number “RAN” as well as return instructions which will include the appropriate shipping address(es) for each item returned. Not all items are returned to the same warehouse so please read instructions carefully.
The following costs may be deducted from the refund:
- Shipping cost of the original transaction. If the order was placed with "Free Shipping", the customer is still responsible for the shipping cost Highbrow Water had already paid the carrier to ship to the customer. For example: Purchasing a whole house filter may cost $150 to ship. If there is a promotion for "free shipping" this cost is paid by Highbrow Water, however, will be deducted from the refund amount if returned.
- Shipping cost for return. Customer may choose their own carrier and provide Highbrow Water the tracking information or use a pre-paid label. Cost for pre-paid label will be deducted from the refund amount. The customer is responsible for the cost of shipping and insuring returned item(s) if chosen. The customer must work with their chosen carrier to resolve any issues regarding lost or damaged during return shipping. If the customer suspects the item is a manufacturer's defect, they must work with the manufacturer to confirm that the issue is in fact a factory defect. If the manufacturer agrees, they will issue a shipping label for return of the product at no cost to the customer, otherwise, the cost of return shipping will be deducted from the customer's refund amount.
- Merchant fees. For example: If the customer purchased using PayPal, the PayPal fee might be 3% at the time. Returning an item that was purchased for a $1000 means $30 is the merchant fee ($1000 x 0.03 = $30.00). Most credit card fees are 2.9% + $0.30 per transaction. The merchant fee is deducted from the customer returning the product in cases where the return is not due to a manufacturer's defect. This is an example only, please note fees for merchants may change at any time.
Returns
Return package must include a “RAN” (mentioned above) and all items in the original package including all parts and material such as adapters, cords, tubing, instructions, documentation and other accessories. The package should be packed in the same manner as it came to prevent damage in shipping. If you are not using a return label issued by Highbrow Water, request a tracking number from your carrier and and emailing it to Support@HighbrowWater.com.
Only items that have been purchased directly from HighbrowWaterFilters.com will be accepted.
No C.O.D packages accepted.
Refunds
Refunds will not be issued for returns without a “RAN”.
Refunds will not be issued for returns beyond 30 calendar days from the date of purchase.
All returned products are subject to Highbrow Water inspection.
Refunds will not be issued for any returned products with any signs of tampering or misuse.
Refunds will not be issued for any shipping unless inspection results deem that the product had manufacturer’s defect(s) or there was a clerical error on behalf of Highbrow Water.
Refunds are not granted until returned item is receive and passed inspection for tampering and or misuse of the product.
Refunds will be issued within 10 business days after inspection and refunds are approved.
A credit will automatically be applied to your credit card or original method of payment.
If you haven’t received a refund:
Check your bank account.
Contact your credit card company (refunds are often delayed prior to being officially posted).
Contact your bank (refunds often require processing time before a refund is posted).
Price Adjustment Refunds
Price Matching - If a shopper sees an item listed online at a lower price than our offer, please call 813-485-5315 to learn if it is qualified for a price matching adjustment.
Black Friday, Holiday Sales and Promotions - Price adjustments will not be made for previous orders when the website offers a new sale at a lower price for the same item.
Questions
If you have any questions, please contact customer service:
Call: 813-485-5315 Mon-Fri 9-5pm EST, except for major holidays
Email: Support@HighbrowWater.com
EFFECTIVE AS OF JULY 17, 2020