Return Policy

Unused PortaWell® products may be returned within 30 days of purchase for a refund or exchange. Returned products must be in their original condition and include all original packaging, components, and accessories. Filters must be unopened and in original wrapping otherwise the entire system cannot be returned. Products that have been operated, modified, damaged, or had water run through the system are not considered unused.

Unwrapped or wetted filters and other consumable water-contact components cannot be returned. This also means the system cannot be returned.

Contact us by phone explaining the reason for returning. Customer feedback helps us improve our products and service. If we determine you are eligible for a return you will receive a link to our RMA form where an RA# can be requested. Please upload pictures to confirm the condition of the product. Upon review and approval of the submitted RMA form, you will receive an authorized RA# with return shipping information. When returning a product be sure to include all original packing, components, and accesories and include a copy of your order email or packing slip with the return. Clearly write the RA# on the outside of the shipping package. Returns shipped without an authorized RA# will not be accepted.

A 20% restocking fee will be deducted from all refunds for non-defective products. Customers are responsible for return shipping costs unless the return is the result of an error by PortaWell, such as receiving the wrong product (also refer to the product appearance section below). Original and return shipping costs are non-refundable on discretionary returns. Please retain your return shipping receipt and tracking information. PortaWell is not responsible for return packages that are lost or damaged during return shipment.

If you believe your PortaWell product is defective, you must contact us before returning it. After inspection, we will repair or replace the product at our option. If a refund is approved instead, the normal restocking fee will apply. Damage caused by misuse, modification, accident, improper storage, neglect, unauthorized repair, or other customer-caused damage is not considered a product defect. Exchanges are subject to product availability. If an appropriate replacement is unavailable, we will work with you to determine the best available solution. We reserve the right to repair or send replacement parts for defective products instead of issuing a refund or exchange.

Once your return is received, we will inspect the product and notify you of the status of your return. Approved refunds will be issued withing 5 business days to the original method of payment, less any applicable restocking fee and non-refundable shipping charges.

PortaWell® products are continually improved as we refine components, materials, and manufacturing methods. As a result, the product you receive may differ slightly in color, finish, component appearance, or minor design details from photographs shown on our website or in other materials. These changes do not materially affect the intended function or performance of the product and are not eligble reasons for returning products.