Refund policy

Last updated: September 10, 2026

We want customers to be satisfied with their purchase. This Return & Refund Policy explains when products may be returned, the conditions applicable to returns, and how refunds are handled.

60-Day Return Period

Eligible products may be returned within 60 days of purchase.

To qualify for a standard return, the product must:

• be unused;
• be in its original condition;
• include the original packaging and accessories; and
• be returned in a condition suitable for resale.

We reserve the right to refuse a return that does not meet these requirements, subject to any mandatory rights provided by applicable law.

Starting a Return

Before returning an item, please contact us at:

support@primitivelabswaterfilter.com

Please provide:

• your name;
• order number;
• the product you wish to return; and
• the reason for the return.

Do not send a product back without first contacting us and receiving return instructions.

Returns sent to an unauthorized address may experience significant delays or may not be accepted.

Return Shipping Costs

Unless the product was defective, damaged upon arrival, or we sent the wrong item, return shipping costs are the responsibility of the customer.

Original shipping charges are generally non-refundable unless required by law or unless the return is the result of an error on our part.

Customers are responsible for ensuring that returned products reach the return address safely.

We recommend using a tracked shipping service.

Condition of Returned Products

Water filtration products must be returned unused and in their original packaging for a standard change-of-mind return.

Because water filtration products may come into contact with drinking water, products that have been used, contaminated, altered, damaged through misuse, or returned in an unsanitary condition may not be eligible for a change-of-mind refund.

This does not affect any rights you may have regarding defective products under applicable consumer law.

Return Inspection

All returned products may be inspected after they arrive.

A return is not considered fully approved merely because return instructions have been issued.

We may refuse or reduce a refund where legally permitted if:

• the product has been used beyond what is reasonably necessary to inspect it;
• parts or accessories are missing;
• the item has been damaged after delivery;
• the product is not the item originally purchased;
• the item is returned outside the applicable return period; or
• the return otherwise fails to meet this policy.

Refund Processing

Once an eligible return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will normally be issued to the original payment method.

After we issue a refund, your bank or card provider may require additional time to post the credit to your account. These processing times are controlled by the financial institution and are outside our control.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will attempt to accommodate cancellation requests before the order is processed or dispatched.

However, we cannot guarantee cancellation once fulfillment has begun.

If the order has already been dispatched, you may need to wait until it is delivered and then request a return in accordance with this policy.

Refusing Delivery

Refusing a shipment does not automatically qualify it for a full refund.

If a shipment is refused and returned to us, any refund will be processed only after the merchandise has been received and inspected.

Where permitted by law, shipping charges, return-to-sender charges, customs charges, or other costs incurred because of the refusal may be deducted from the refund.

Incorrect or Defective Products

If you receive the wrong product or believe your product is defective, contact us at support@primitivelabswaterfilter.com.

Please include photographs or other relevant evidence where possible.

If we confirm that the product is defective or that we shipped an incorrect item, we will provide an appropriate remedy, which may include replacement, refund, or another solution as required by applicable law.

Damaged Products

If your shipment arrives damaged, please notify us promptly and include photographs of both the damaged item and packaging.

Damage resulting from normal wear, improper use, modification, failure to follow product instructions, improper storage, or accidental damage after delivery is not considered shipping damage.

Exchanges

If you would like to exchange an eligible unused product, contact us within the applicable return period.

Unless the exchange is required because of a defect or fulfillment error, the customer is responsible for the costs of returning the original product and any applicable shipping costs associated with the replacement.

Depending on inventory availability, we may instead process a refund and ask you to place a new order.

Chargebacks and Returned Merchandise

A chargeback is not a substitute for following our return procedure.

We encourage customers to contact us before initiating a payment dispute so that we can attempt to resolve the issue directly.

If you have received merchandise and subsequently receive a refund through a chargeback, payment dispute, duplicate refund, bank reversal, or other payment reversal, you may not retain both the refunded funds and the merchandise.

Where legally permitted, we may require either:

• repayment of the amount refunded; or
• return of the merchandise.

Unless otherwise required by law, return shipping costs in such circumstances may be the responsibility of the customer.

We reserve all rights available to us to recover merchandise, unpaid amounts, or other losses where a customer retains delivered goods after receiving a payment reversal.

Refunds for Delayed Shipments

Estimated delivery times are not guaranteed delivery dates.

A shipment is not automatically eligible for a refund simply because delivery takes longer than the estimated timeframe.

If tracking shows that the shipment remains in transit, we may ask the customer to allow a reasonable additional period for delivery.

Where the shipment is ultimately confirmed lost, we will provide an appropriate resolution in accordance with this policy and applicable law.

Delivered Orders

Orders confirmed as delivered by the carrier are generally not eligible for a refund on the basis of non-delivery.

If you believe a delivery confirmation is incorrect, contact us promptly so that we can review the carrier information.

We may request additional information or ask the carrier to investigate.

Non-Returnable Items

Unless required otherwise by applicable law, the following may not qualify for a standard change-of-mind return:

• used water filtration products;
• products returned without essential components;
• products damaged through misuse or improper storage;
• products altered or modified after delivery;
• products returned outside the return window; and
• products that cannot safely or hygienically be resold.

Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded under applicable consumer protection laws.

If mandatory law applicable to your purchase provides greater rights than this policy, those mandatory rights will apply.

Policy Abuse and Fraud

We reserve the right to refuse returns or refunds where we reasonably determine that a request involves fraudulent activity, deliberate misuse of our policies, falsified information, return of a different product, or repeated abuse of our refund procedures.

Where appropriate, we may provide relevant records to payment processors, financial institutions, carriers, law enforcement authorities, or other parties as permitted by law.

Contact Us

For return or refund questions, contact:

Primitive Labs Water Filter
Email: support@primitivelabswaterfilter.com

Please include your order number and a description of the issue.

One thing I would not copy from Natuva unchanged is a blanket clause saying risk automatically transfers to the customer the instant the parcel is handed to the carrier. That can conflict with mandatory consumer law in some jurisdictions. The version above protects you on carrier delays and chargebacks without making that unnecessarily broad claim.