Politique de remboursement

Returns & Warranty

SANTEVIA 30-DAY MONEY BACK GUARANTEE

The following guarantee applies to purchases made directly from Santevia Water Systems Inc. If you purchased your product from a retailer or through an online marketplace other than Santevia, you must return your product to that retailer and subject to their return policy.

Santevia guarantees your satisfaction with our products. If you are unsatisfied for any reason with your product purchased directly from Santevia, you may contact us and return or exchange it within 30-days of the original delivery date. To initiate a return, please email us at help@santevia.com.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted, where a 20% restocking fee will apply: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned to Santevia more than 30 days after delivery.

After 30 days, unfortunately we are unable to provide you with a refund or exchange for your order. If your product is defective, you can initiate a warranty request by filling out our product warranty request form.

Refunds

Once your product is received and inspected, we will send you an email to notify our receipt of  your returned item and when a refund is processed. Refunds will be processed on the original method of payment and may take up to 7-10 business days to appear on your statement.

Shipping

All returns must be shipped prepaid to Santevia at 201 – 6901 72nd Street, Delta, BC, V4G 0A2, Canada, unless otherwise directed by Santevia Customer Service. Any return must include the Return Authorization number obtained from the Santevia Customer Service team so that we can refund / exchange your product correctly. We are not responsible for any returns that do not include a return authorization number.

The purchaser is responsible for paying his/her own return shipping costs. Shipping costs are non-refundable. If you receive a refund and did not receive free shipping on your original purchase, the amount paid for shipping will not be refunded to you.

If you are shipping an item over $75, you may wish to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

EXTENDED WARRANTY

Santevia guarantees the components of your Santevia product to be free from defects in workmanship and manufacturing for a period of 30 days or 90 days based on the terms below.

30-Day Warranty:

  • All Santevia filters (pitchers, countertop or dispenser)
  • Santevia Shower Filter
  • Santevia Bath Filter
  • Santevia Stick or Pouch products
  • Santevia Water Bottles (Tritan, Glass, Stainless Steel)

90-Day Warranty:

  • Santevia Gravity System - Countertop or Dispenser Models
  • Santevia Classic Pitchers
  • Santevia MINA Pitchers

Please examine all parts prior to assembly. During the warranty period, if you discover that any part of your system is damaged or broken due to manufacturing defect or shipping accident, please submit a warranty claim by emailing us at help@santevia.com. All warranty claims will be examined by our quality control department.

Please note that proof of purchase is required when submitting a warranty claim. Failure to provide this will result in rejection of your claim.

Customer negligence, accidental damage, and water damage of electronic components are not covered under our extended warranty. This warranty also does not cover abuse, alteration, theft, loss or unauthorized and/or unreasonable use of your Santevia product.

To the extent permitted by local law, this warranty is in lieu of any other warranty, express or implied, including any implied warranty of merchantability or fitness, and precludes any other obligation on the part of the manufacturer, distributor or dealer, including any liability for special, incidental or consequential damages. This warranty gives you specific legal rights, and you may also have other rights which vary from province to province.