Return Policy
IPW Industries Inc. dba Isopure Water
Return Policy
We want you to be completely satisfied with your purchase. Please read our return policy carefully before initiating a return — all returns require a Return Merchandise Authorization (RMA) number before shipping.
For orders under $500 from date of receipt
For orders $500 and over from date of receipt
Do not ship without an authorization number
Do Not Ship Without Contacting Us
All returns require prior approval before being shipped back to us. Returns received without approval or received more than 21 calendar days after the RMA was issued will be denied in full. Contact us to request your RMA before packaging your return.
Return Windows
📅 Time Limits by Order Size
Days from Receipt
Orders under $500 may be returned for a refund within 30 days of receipt, provided the item is unused and in original condition with original packaging.
Days from Receipt
Orders of $500 or more have a shortened 15-day return window from the date of receipt. Please inspect large orders promptly upon delivery.
Eligibility
✅ What Can and Cannot Be Returned
-
Unused items in original condition — Eligible for a full merchandise refund (minus original shipping costs) within the applicable return window, with original packaging intact.
-
Defective items — Items with manufacturing defects are accepted for return within 30 days of purchase. We will provide a prepaid return label for confirmed defective product.
-
Fulfillment errors — If we shipped you the wrong item, we will accept the return and cover return shipping costs. Must be reported within 30 days of delivery.
-
Damaged items — Do not ship a damaged item back without contacting us first. Email photos of the damage to support@isopurewater.com and we will review and email a return label. Do not return until you receive our instructions.
-
Used items cannot be returned — Filter cartridges, media, and other consumable products are considered perishable once opened or installed and cannot be refunded, unless confirmed defective.
-
Items without original packaging — Returns must be in the condition received, in original packaging. Items returned without original packaging may be refused or subject to a restocking fee.
Shipping
🚚 Return Shipping Costs
-
Wrong item shipped or item arrived damaged — Return shipping is covered by Isopure Water. We will email a prepaid return label once your claim is verified.
-
All other returns — Customers are responsible for the cost of return shipping. Original outbound shipping charges are non-refundable.
How to Return
🔄 Step-by-Step Return Process
Contact Us to Request an RMA Number
Call (714) 541-6600 or email support@isopurewater.com with your order number, the item(s) you'd like to return, and the reason for the return. We'll review your request and issue an RMA number if eligible.
For Damaged Items: Send Photos First
If your item arrived damaged, email photos of the damage before doing anything else. We will assess the damage and send return instructions and a label. Do not ship the item back until you receive our confirmation.
Package the Item in Original Condition
Repack the item securely in its original packaging with all included accessories and materials. Write your RMA number clearly on the outside of the package.
Ship Within 21 Calendar Days of RMA Issuance
Your return must be received at our facility within 21 calendar days of when the RMA was issued. Returns received after this window will be denied in full, regardless of the reason.
Refund Processing
Once we receive and inspect the return, your refund will be processed to the original payment method. Refunds cover the merchandise cost only — original shipping charges are not refunded unless the return is due to our error or a confirmed defect.
Ready to start a return?
Contact us to request your RMA number before shipping anything back.
Key Reminders
📋 Important Notes
-
Inspect all orders immediately upon delivery. Any missing or incorrect items must be reported within 30 days of delivery. We cannot process claims for missing items reported after this window.
-
Document damage before unpacking further. If a package arrives visibly damaged, photograph the outer packaging and the contents before contacting us. This helps us file a carrier claim on your behalf.
-
Defective products are always covered. Items that fail due to manufacturing defects within 30 days of purchase will be accepted for return or exchange at no cost to you. We stand behind everything we sell.
