Refund policy

This policy applies to purchases made from illi Water, operated by WATERMART - TOTAL WATER TREATMENT INC., based in Ontario, Canada.

90-Day Return Guarantee 

You have 90 days from the date your order is delivered to return your product. We accept returns for both defective and non-defective items, whether it's brand new, lightly used, or already installed as long as the conditions below are met.

Eligible Product Condition 

We accept returns for:

  • New or unopened products

  • Opened or lightly used products

  • Installed systems that are still in good working condition

How to Start a Return 

All returns need to be authorized before shipping anything back. Getting started is easy:

  1. Contact our team via email or our contact page

  2. Include your order number and reason for the return

  3. We'll respond with return instructions, including where to send it

Returns sent without prior authorization may not be accepted.

Return Conditions 

To qualify for a return:

  • The product must include all original parts, manuals, and accessories

  • Items must be clean and securely repackaged

  • Products must be in functional condition

Items missing major components or returned in damaged condition may not be eligible for a full refund.

When Returns May Be Declined 

Returns may be declined or partially refunded if:

  • The product is damaged due to misuse, improper installation, or handling

  • Major components are missing

  • The item is not in functional or resalable condition

Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item

  • We strongly recommend using a trackable, insured shipping method

  • illi Water is not responsible for items lost or damaged during return transit

No Restocking Fees 

We don't charge restocking fees on approved returns.

Damaged or Defective Products 

If your product arrives damaged or defective, contact us within a reasonable timeframe after delivery. Our team will assess the issue and arrange a replacement, repair, or refund as needed.

Refund Processing 

Once we receive your return:

  • Your item will be inspected within 5–10 business days

  • Refunds are issued to the original payment method

  • Processing typically takes up to 10 business days, depending on your payment provider

  • Original shipping fees are non-refundable unless the return is due to an error or defect on our end

Need Help? 

If you have questions about your return or need assistance, reach out — we're here to help.

Email: info@illiwater.com
Phone: 647-800-1315

Business Address: 350 John Street, Unit 8, Markham, Ontario, L3T 5W6, Canada

Clean water should come with peace of mind. That's why we make returns simple no restocking fees, no stress. We're here to make sure your experience with illi Water is nothing short of excellent.

This policy applies only to products purchased directly from illi Water. Products purchased through third-party retailers or marketplaces are subject to their respective return policies.

 

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