Returns and Refunds

Thanks for shopping at www.alkaway.com

If you are not satisfied with your purchase, our Returns and Refunds Policy outlines how you and when you can return your item/s for a refund.

UltraStream 30 Day Money Back Satisfaction Guarantee

At AlkaWay, our purpose is to provide best-in-class water filtration products so that you and your family can enjoy healthy, great-tasting water. We’re so confident you will love your UltraStream water filter that we offer a 30-day, no questions asked, trial period.

Returns Policy - UltraStream 30 Day Money Back Satisfaction Guarantee

The 30 Day Money Back Satisfaction Guarantee is only valid for the Benchtop and Undersink versions of the UltraStream water filter unit.
You have 30 calendar days to return your UltraStream Benchtop or Undersink, which begins on the day your order is ‘Delivered’ to you as per the tracking status.
For Warranty claims please refer to our Warranty Policy but follow the Returns and Refunds Policy for the actual return procedure.
All return items shipped to AlkaWay require prior authorization from AlkaWay and a clearly labelled Return Authorization Number – RA# – on the outside of the return shipment package. This RA# entitles you to a full refund of the purchase price for the UltraStream Benchtop or Undersink unit that you ordered, no questions asked, provided the goods are received back within 45 days of the ‘Delivered’ tracking status.
Ensure that the product you are returning is in the original packaging and is repackaged with all the parts, tubing, adapters and documentation that were included when you received it.
You are responsible for the return shipping costs via your choice of carrier. Shipping costs are nonrefundable. We strongly recommend trackable shipping. AlkaWay is not responsible for returns lost in transit. Refunds will not be paid out on goods lost in transit.
You are responsible for the cost of insuring the product during return shipping.

How to Return an UltraStream Benchtop or UltraStream Undersink Unit

Contact AlkaWay and request a Return Authorization RA Number via Contact Us.
Once you receive the RA number by email you can then proceed to return the UltraStream unit
Using the original packaging, repackage the UltraStream with everything included in the package when you received it.
Clearly label the Return Authorization RA Number on the outside of the package. AlkaWay will not accept unauthorized returns that do not have an RA number.
Your return must be received by AlkaWay within 15 calendar days of the RA number being generated and sent to you via email.
Choose your carrier. We strongly recommend a trackable shipping method. AlkaWay is not responsible for returns lost in transit. Refunds will not be paid out on goods lost in transit.
Ship the RA#-labelled UltraStream return package to the following return shipping address:
QMP INC.
ATTN: ALKAWAY RETURNS
25070 AVE TIBBITTS
VALENCIA CA 91355

Refunds Policy - UltraStream units

For UltraStream authorized returns, AlkaWay will initiate a full refund (purchase price excluding shipping and handling) when the product is received back within 45 days to the approved shipping address as listed above.

Your Return Authorization RA Number will be identified and marked as received.

The package will be inspected to confirm that it contains everything included with the product.

Your refund will be sent to the original method of payment within 10 business days of receipt of the returned UltraStream Benchtop or Undersink unit.

If you have any questions about your UltraStream return or refund, Contact Us.

Returns and Refunds Policy - All other AlkaWay products (excluding UltraStream Benchtop and Undersink)

Consumers may ask for a full refund or replacement of the item purchase price if the goods purchased have either a major failure or do not fit their advertised description.

If you have NOT used any product, and NOT broken the manufacturer’s seal on the box, you can return the product within 30 days of purchase of the original purchase date for a refund of the purchase price not including the original or return shipping fees.

If you have broken the manufacturer’s seal or used the product in any way, you may return the product within 30 days of the original purchase date (exceptions to this are consumable filter replacement cartridges which are never refundable unless faulty). There will be a 20% restocking charge. The return shipping charges must be prepaid by the purchaser.

How to Return an AlkaWay product

(See separate return instructions for the UltraStream Benchtop and Undersink)
Contact AlkaWay to request a Return Authorization RA Number via Contact Us.
Repackage the item with everything included in the package when you received it.
Clearly label the Return Authorization RA Number on the outside of the package. AlkaWay will not accept unauthorized returns that do not have an RA number.
Your return must be received by AlkaWay within 15 calendar days of the RA number being generated and sent to you by email.
Arrange the return shipment at your cost. Tracking is strongly advised. AlkaWay is not liable for lost return shipments. Refunds will not be paid out on goods lost in transit.
Ship the RA#-labelled return package to the following return shipping address:
QMP INC.
ATTN: ALKAWAY RETURNS
25070 AVE TIBBITTS
VALENCIA CA 91355

If you have any questions about your return or refund, Contact Us.

This AlkaWay Returns and Refunds Policy (“Policy”) applies to online purchases of AlkaWay products made by USA-based consumers via the website www.alkaway.com

By purchasing any product from www.alkaway.com you agree to this Policy.

AlkaWay reserves the right, at its sole discretion, to change, modify, add, or remove portions of this Policy, at any time. It is your responsibility to check this Policy periodically for changes.

Warranty Policy

All Products supplied by AlkaWay are covered by our 12-month Manufacturer’s Warranty against defects. This commences from the purchase date unless otherwise stated below.
A warranty against defects is a representation communicated to a consumer that if the goods or services (or part of them) are defective or not as advertised, AlkaWay will:
1. repair or replace goods (or part of them) or
2. provide a refund as per the Returns and Refunds Policy to the consumer.
Any warranty period starts from the date of purchase. To validate your warranty please keep a copy of your Proof of Purchase (invoice). You will need it if a warranty claim is made. If you report a fault within 14 working days of purchase, we will replace the item.
All installations must be done by a registered plumber, otherwise, the warranty is void.
To return a product, you must Contact Us to receive return instructions including a Return Authority Number (RA#). We do not accept returns without an RA#. Visit Returns and Refunds Policy for full return instructions.
The cost of return freight is the purchaser’s responsibility as it is not a part of our product price.
Our Manufacturer’s Warranty ONLY applies to NON-COMMERCIAL end users. It is limited to covering defects in materials and manufacture. It does not cover any defects judged by AlkaWay or AlkaWay Authorized Resellers to be the result of misuse, neglect, mishandling, incorrect installation or overdue filter replacement. It also does not cover damage caused by insect infestation, or by failure to prevent the build-up of calcium in hard water areas.
Water replacement filters or cartridges are consumables and therefore not covered under our Manufacturer’s Warranty against defects unless broken during delivery or there is a manufacturing defect. (All water filters are dependent upon the quality of your source water, and will fail if excessive contaminants and sediment enter the filter.)
Source water conditions are beyond our control.
1. In some cases, certain contaminants may block the filter. This may result, in extreme cases, of the filter casing leaking. Warranty is void if the untreated source water is put through the filter.
2. Ideally working water temperature is in the range of 39 -72°F (4-20°C). Prolong use of hot water can cause channelling through the carbon layers. Warranty is void if hot water is put through the filter.
Water filters should not be used on water that is microbiologically unsafe. If unsure please Contact Us
If you plan to use a water filter with well or bore water that is very hard or high in iron or sulphur levels, please Contact Us
It is necessary that a water filter is replaced at least every 12 months or earlier as specified for the filter. AlkaWay Customers may receive filter replacement reminders by email every 12 months from your purchase date.
To make a warranty claim Contact Us.
Please refer to our Returns and Refunds Policy for how to make a warranty return.

UltraStream 3 Year Extended Warranty

Your UltraStream Benchtop or Undersink unit comes with the standard 1 Year Manufacturer’s Warranty from the date of purchase.
The 3 Year Extended Warranty is available on these units if the UltraStream filter cartridge is replaced at least every 12 months. We may ask to see a copy of the replacement cartridge invoices if you make a warranty claim after 12 months.
The UltraStream Under-sink Kit Vented Faucet is only covered by the standard 1 Year Manufacturer’s Warranty from the date of purchase.
If the UltraStream is installed undersink without a vented faucet the warranty and all claims are void.
When making a claim, it is a condition that the 3 Year Extended Warranty must be validated by a copy of the invoice as proof of purchase.
If you have any warranty questions or claims please Contact Us.
Please refer to our Returns and Refunds Policy for how to make a warranty return.

Warranty Disclaimer: The above warranty policy does not override statutory consumer rights in the USA. The warranty, returns and refunds policies on www.alkaway.com apply to USA AlkaWay customers only.