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Refund Policy

HyLine Water Systems – Returns & Refund Policy
Last Updated: December 2025
We stand behind the quality of our products. Because our water systems are high-value appliances that require installation, water exposure, and internal use, our return policy is necessarily strict to protect customers, maintain sanitary standards according to local laws, and ensure product integrity.
1. Return Window
A return must be requested within 15 days of the original delivery date and received by us within 30 days of original delivery date.
To qualify:
  • The product must be unopened, unused, and in brand-new condition
  • You must obtain a Return Authorization Number (RMA) before shipping anything back
  • Once an RMA is issued, the return shipment must be sent/postmarked within 7 days
2. How to Request a Return
To initiate a return and obtain an RMA (Return Authorization Number):
Email: support@hylinewater.com
Subject: Return Request – [Order Number]
Include:
  • Your order number
  • Full name
  • Reason for the return
  • Photos of the unopened product and packaging
Returns will NOT be accepted without an RMA.  Items received without authorization will be refused or returned to sender.
3. Non-Returnable Items
The following items cannot be returned:
  • Any machine that has been installed or exposed to water
  • Units with broken or removed tamper seals
  • Machines showing scratches, cosmetic damage, or installation marks
  • Opened filters, cartridges, or consumables
  • Damage caused by improper installation, scaling, sediment, or misuse
4. Opened or Used Units
If a unit has been:
  • Hooked up to plumbing
  • Powered on
  • Run with water
  • Altered or modified
  • Damaged due to user error
…it is not eligible for a return or refund.  Used units may still qualify for warranty service if applicable.
5. Refund Amounts
If a return is approved (unopened and unused):
  • Refund will equal the purchase price minus shipping costs
  • A restocking fee of up to 15% may apply
  • Refunds are issued only after inspection and confirmation of resellable condition
6. Refund Processing Time
Once a returned product has been received, inspected, and approved, your refund will be processed within 5–7 business days.
Please note:
  • Inspection may take up to 10 business days after arrival
  • Refunds are issued only to the original payment method
  • Your bank or card issuer may require additional time to post the funds
  • Shipping and restocking fees are deducted from the refund
7. Damaged or Defective Products
If your product arrives damaged or defective:
  • Notify us within 7 days of delivery
  • Include clear photos or video
  • We will repair or replace the unit under our warranty standards
Damage caused by incorrect installation or water quality issues (scaling, sediment, etc.) is not considered a manufacturing defect.
8. Exchanges
Exchanges are permitted only for unopened, unused units within the return window.  Used units cannot be exchanged.
9. Return Shipping Requirements
Customers are responsible for:
  • All return shipping costs
  • Packaging the product securely
  • Purchasing adequate insurance
HyLine is not responsible for lost or damaged return shipments.
10. Final Note
We maintain this strict return policy to protect product integrity, prevent misuse, and comply with sanitary standards for water-processing equipment according to local laws.
If you are unsure which system fits your needs, contact us before purchasing — we’re happy to help.