Refund policy

Last updated: November 3, 2026

30-day returns

You can return an unused purifier within 30 days of delivery for a refund of the price you paid.

To be eligible, the item must be:

• Unused: never connected to a water supply or power outlet.
• Complete and in its original packaging, with all parts, accessories and manuals.

Not eligible: purifiers that have been installed or used, and filter cartridges once their packaging has been opened.

How to start a return

Email support@getosmera.store with your order number and the item you'd like to return. We'll reply with return instructions and the return address. Please contact us before sending anything back; returns sent without instructions may be delayed.

Return shipping

Return shipping is paid by the customer, unless the item arrived damaged, defective or wasn't what you ordered. We recommend a trackable shipping service, as we can't refund items that don't reach us.

Damaged, defective or wrong items

If your order arrives damaged, defective or isn't what you ordered, please email us within 7 days of delivery with your order number and photos of the item and its packaging, so we can resolve it quickly. We'll send a replacement or issue a full refund, at no cost to you.

Refunds

Once your return arrives and is inspected, we'll email you to confirm. Approved refunds are issued to your original payment method within 10 business days; your bank may take a few extra days to show it. If you used a discount code, the refund is the amount you actually paid.

Cancellations and exchanges

You can cancel an order free of charge until it ships; just email us. To switch to a different model, return the one you have under this policy and place a new order.

Questions

We're here to help: support@getosmera.store