As of January 27, 2014
Please know that we do not like policies but the below are what we refer to as life lessons. While we will do all that we can to help our customers feel 100% satisfied in working with us, we recognize that no one is perfect all the time; the below helps both parties “make it right” more effectively. In these instances we want our customers to know that we like transparency with the hope that our valued customers trust that we are treating them fairly and consistently. If we are wrong, we will make it right. On the other hand, if our customers make a mistake, and we aren’t judging, then we expect they treat us equally as fair.
All WaterBrick products are backed by a (5) year guarantee from the date of original purchase against defects in the materials and workmanship of the product. WaterBrick International will replace any defective item with proof of purchase. The warranty does not cover any product alterations, physical abuse or misuse of the products, including failure to follow any instructions and/or proper care of the product as per our Owner’s Manual at http://www.waterbrick.org/owners-manual/. WaterBrick International’s liability is limited to the value of the original products and specifically excludes the cost of any and all consequential damages.
WaterBrick International does not accept any returns except as it relates to defective items as stipulated in our warranty policy. Since WaterBrick containers are food grade containers, we are unable to re-sell them because WaterBrick International does not know the extent to which the product has been used or tampered with and customer safety therefore is our primary concern.
The below are definitions of terms used within WaterBrick International’s terms and conditions.
- Partial Refund – the total amount paid less (1) a 20% restocking fee and (2) the original shipping fee.
- Full Refund – 100% of the total amount paid in the original customer sales receipt.
- Additionally, if for any reason the customer fails to return any portion of the original order, WaterBrick International reserves the right to reduce the refund on a pro-rata basis for the items not returned.
WaterBrick International is not liable for damage incurred in the shipping process so any replacement is at the sole discretion of WaterBrick International on a case by case basis. WaterBrick International will only review inquiries regarding damaged items in shipment for up to 3 business days after delivery. WaterBrick International ships its products without insurance using UPS and the U.S. Postal Service. If you feel your item was damaged during shipping, call UPS at 800-742-5877 or the U.S. Postal Service at 800-275-8777.
If a customer deems a product to be defective and the customer has purchased the product within the warranty period as stipulated in the warranty policy, the customer should proceed as follows:
- Please have your original proof of purchase available.
- Contact WaterBrick International at 407-499-4105.
- WaterBrick International may require that the defective item be shipped back for analysis. However, WaterBrick International is not responsible for any items shipped back to WaterBrick International without their written approval to return the product.
- If WaterBrick International does require the defective item to be shipped back, the customer will be required to pay for the shipment cost to return the defective product to WaterBrick International, Inc.
- If WaterBrick International determines that the product is defective, the customer can expect reimbursement of the return shipping cost at a cost no greater than the cost of the U.S. Postal Service Parcel Select rate. WaterBrick International, in its sole discretion after speaking with the customer, will then either ship the customer a replacement product of equal value at the expense of WaterBrick International or provide a full refund.
- If WaterBrick International determines that the product is not defective, the customer may either pay for the shipping cost of shipping the product back to the customer or determine a solution that is cost neutral to WaterBrick International.
Unshipped Items – Customers can cancel items purchased for a full refund (refer to refund policy) for items that have not shipped but only if WaterBrick International provides the confirmation in writing confirming that WaterBrick International was able to stop the shipment prior to departure.
Shipped Items Not Received – If a customer requests to cancel items that have shipped but have not yet been received by the customer, WaterBrick International will request the carrier to return the product. If the carrier is able to return the items directly to WaterBrick International, the customer will receive a partial refund (refer to refund policy).
To request a cancellation, customers should call 407-499-4105 or email us at firstname.lastname@example.org. Please note that WaterBrick International is open Monday thru Friday 9am to 5pm EST and is not open on select holidays. Requests received outside of these operating hours will be responded to as quickly as possible during normal operating hours. After the cancellation is completed, WaterBrick International will send the customer a confirmation to the e-mail address in the customer’s sales receipt.
SHIPPING ADDRESS POLICIES
Carrier Returns Items due to Undeliverable or Incorrect Shipping Address
If a customer’s items or orders are returned by the carrier due to an undeliverable or incorrect address and WaterBrick International used the shipping address provided in the customer’s sales order receipt, the customer can either choose to (1) have WaterBrick International reship the items to a corrected address for a 20% restocking fee or (2) the customer can receive a partial refund (refer to refund policy).
Customer Request to Change Shipping Address
Unshipped Items – Customers can update their shipping address for items that have not shipped but only if WaterBrick International provides confirmation in writing confirming that WaterBrick International was able to change the shipment prior to departure.
Shipped Items Not Received – Once items have shipped, the shipping carrier is unable to change the shipping address. If the customer’s items are returned by the shipping carrier due to an undeliverable or incorrect address, the customer can either choose to (1) have WaterBrick International reship the items to a corrected address for a 20% restocking fee or (2) the customer can receive a partial refund (refer to refund policy). The only exceptions are as follows:
If WaterBrick International used a shipping address that was different than in the customer’s sales order receipt, then WaterBrick International will reship to the customer for free.
If the customer requested a shipping address change and WaterBrick International confirmed the shipping address change in writing but did not use the corrected shipping address as confirmed in writing to the customer, then WaterBrick International will reship to the customer for free.
To request a shipping address change, customers should call 407-499-4105 or email us at email@example.com. Please note that WaterBrick International is open Monday thru Friday 9am to 5pm EST and is not open on select holidays. Requests received outside of these operating hours will be responded to as quickly as possible during normal operating hours. After the shipping address change is completed, WaterBrick International will send the customer a confirmation to the e-mail address in the customer’s sales receipt.
“I Received the Wrong Item”
If you believe you have received an item that was not ordered, call 407-499-4105 or email us at firstname.lastname@example.org.
“I Received an Item I Did Not Order”
If you received an item you did not order, call 407-499-4105 or email us at email@example.com and we will provide instructions for returning the item.
If you are missing an item from your package, check the receipt that was emailed to you to verify that you correctly ordered the right items. WaterBrick International may split your order into multiple shipments. The main reason is that some items are manufactured and shipped from different locations in the U.S. When this happens, your order will list the separate shipments and you will receive an e-mail with the tracking number for each package that was shipped. If you still feel that you are missing an item, call 407-499-4105 or email us at firstname.lastname@example.org.
MISSING PACKAGES REPORTED AS DELIVERED
Tracking information may show that your package has been delivered, while the package has not been physically received. If you don’t receive the package within the next few business days:
- See if someone else accepted delivery.
- Look around the delivery location.
- Look for a notice of attempted delivery.
- Contact the carrier.
To contact UPS or the U.S. Postal Service, call them at UPS 800-742-5877 or the U.S. Postal Service 800-275-8777 and provide them the tracking number. WaterBrick International will have e-mailed the tracking number to the e-mail account used in the customer’s sales order receipt.
WATERBRICK CONTAINERS ARE NOT INTENDED FOR THE STORAGE OF ANY FLAMMABLE LIQUIDS.
WaterBrick International recommends that you review the remainder of the WaterBrick container owner’s manual here.