Returns & Warranty

This policy applies to H2QUA products purchased directly from h2qua.com.

Products purchased from Amazon, another marketplace, retailer, or reseller may be covered by that seller’s return and replacement policy.

Please check the product description, capacity, specifications, usage instructions, warranty, and other details before placing your order.

1. Eligible Cases

A request may be reviewed if the product is received:

• Damaged
• Defective
• Not working
• Different from the product ordered
• With a missing product or accessory
• With a confirmed manufacturing issue

Every request is subject to proof, verification, product condition, troubleshooting, and quality inspection.

2. Request Timeline

Delivery-related issues must be reported within 24 hours of delivery.

This includes:

• Damaged product
• Incorrect product
• Missing product
• Missing accessory
• Opened or tampered package
• Product not working when first opened

Requests made after 24 hours may not be accepted as delivery-related claims.

A manufacturing defect reported later may still be reviewed under the applicable 6-month warranty.

Nothing in this policy limits any rights available under applicable consumer law.

3. Required Proof

To help us review the request, please share:

• Order ID or invoice
• Clear photographs of the product and package
• Photograph of the shipping label
• Continuous unboxing video showing the sealed package being opened
• Clear working video showing the reported issue
• A short description of the issue

The unboxing video should be recorded continuously, without cuts or pauses, and should clearly show the package before it is opened.

The working video may need to show:

• Product condition
• Charging connection
• Display and activation button
• Hydrogen-generation cycle
• Indicator or timer display
• The exact charging, activation, battery, display, leakage, or functional issue

If the required proof is incomplete or the issue cannot be verified, we may be unable to approve the request.

4. Basic Troubleshooting

Before arranging a pickup, our support team may ask you to:

• Charge the product fully
• Check the charging connection
• Clean the bottle as instructed
• Test the activation cycle
• Use clean drinking water
• Confirm that the electronic base is dry
• Share an updated working video

Completing these steps helps us identify whether the issue can be resolved without returning the product.

5. How to Raise a Request

Step 1: Contact Support

Contact H2QUA within 24 hours of delivery for any delivery-related issue.

Step 2: Share the Details

Share your Order ID, invoice, unboxing video, working video, photographs, and a short description.

Step 3: Request Review

Our support team will review the information and may guide you through basic troubleshooting.

Step 4: Pickup Arrangement

If the request is accepted for inspection, pickup is usually arranged within 1 to 2 business days, subject to courier availability and PIN code serviceability.

Step 5: Product Inspection

After receiving the product, our team will inspect its condition and verify the reported issue.

Step 6: Final Resolution

After the quality check, we will confirm whether the request is approved for replacement, refund, repair support, or another suitable resolution.

6. Cases Not Eligible

A request may not be approved if:

• It is raised after the applicable period
• The product was physically damaged after delivery
• The product was dropped, crushed, mishandled, or opened
• The electronic base was immersed in water
• The product was cleaned against the instructions
• Hot water, milk, juice, carbonated drinks, or another unsuitable liquid was used
• The bottle was overfilled or used incorrectly
• An unsuitable charger, cable, adapter, or power source was used
• The product was repaired or modified by an unauthorised person
• The product was used against the provided instructions
• The original product, accessories, or purchase proof are missing
• The serial number, label, or identification mark was removed
• The issue relates only to personal preference
• The product is no longer required
• The customer expected a feature not shown on the product page
• There is a minor colour, finish, or packaging variation
• The issue is normal wear and tear
• The issue is normal battery wear over time
• The concern is caused by poor water quality, mineral buildup, or improper maintenance

7. Change of Mind

Returns or refunds are not offered only because:

• The customer changed their mind
• The product is no longer required
• The customer ordered the wrong quantity or pack
• The customer did not check the product details
• The customer expected a feature not listed on the website
• The customer prefers another product or design

Because the bottle is a personal-use product, a used product cannot be returned only for preference or change of mind.

Verified defects and manufacturing issues will still be reviewed under this policy.

8. Replacement Process

A replacement may be approved when:

• The required proof is provided
• The reported issue is verified
• The product has no accidental or misuse-related damage
• The product has not been repaired or modified
• The original accessories and purchase proof are available
• The issue is not caused by incorrect use, unsuitable liquids, improper cleaning, or an unsuitable power source

If approved, H2QUA may provide:

• The same product
• The same product variant
• A suitable alternative, with customer confirmation, if the original product is unavailable

Replacement depends on stock availability.

The replacement will be dispatched after the returned product passes the quality check. Tracking details will be shared after dispatch.

9. Refund Eligibility

Our usual resolution for an eligible product issue is replacement.

A refund may be approved when:

• A replacement cannot be provided
• The ordered product is unavailable
• H2QUA cancels a prepaid order
• Inspection confirms that a refund is the appropriate resolution
• A refund is required under applicable law

A refund is not automatically provided for every return or replacement request.

10. Refund Process

A refund is initiated only after the request has been reviewed and approved.

Approved refunds are scheduled for processing on the next Friday after approval.

The refund will be transferred to the customer’s bank account. The customer may be asked to provide:

• Account holder’s name
• Bank account number
• IFSC code
• Bank name
• Cancelled cheque or bank proof, where required

Please check the bank details carefully before sharing them.

After H2QUA initiates the refund, the bank may take approximately 5 to 7 business days to credit the amount.

H2QUA does not offer store credit as a refund method.

11. Six-Month Manufacturer’s Warranty

The H2QUA Hydrogen Water Bottle comes with a 6-month manufacturer’s warranty from the date of purchase, unless a different period is clearly mentioned on the product page or invoice.

Please keep the invoice or purchase proof for any warranty request.

The warranty applies only to manufacturing defects confirmed by the H2QUA support or quality team.

12. Warranty May Cover

The warranty may cover:

• Product not switching on because of a manufacturing fault
• Charging issue caused by a manufacturing fault
• Activation or timer issue
• Internal electronic fault
• Display issue confirmed after testing
• Hydrogen-generation issue confirmed after testing
• Battery issue confirmed as a manufacturing fault
• Leakage caused by a confirmed manufacturing defect
• Another technical issue approved by the quality team

13. Warranty Does Not Cover

The warranty does not cover:

• Physical or accidental damage
• Cracks, dents, scratches, or broken parts
• Damage caused by dropping or impact
• Water damage to the electronic base
• Charging the product while wet
• Damage caused by hot water, steam, or unsuitable liquids
• Damage caused by overfilling
• Damage caused by incorrect cleaning
• Damage caused by an unsuitable charger or power source
• Unauthorised repair or modification
• Normal battery wear
• Normal wear and tear
• Cosmetic damage after use
• Missing accessories
• Loss or theft
• Mineral buildup or damage caused by unsuitable water
• Damage caused by chemicals or harsh cleaning products
• Use outside the stated product instructions

14. Quality Check

All replacement, refund, and warranty requests are subject to quality review.

The review may include:

• Video review
• Troubleshooting
• Product inspection
• Charging test
• Activation-cycle test
• Display test
• Leakage check
• Physical-condition check
• Water or impact damage check
• Internal approval

The final resolution will be confirmed after the review is completed.

15. Reverse Pickup

Where reverse pickup is available, H2QUA may arrange collection from the customer’s address.

Pickup is usually arranged within 1 to 2 business days after initial approval, subject to courier serviceability.

If reverse pickup is unavailable, the customer may be asked to send the product to the address provided by the support team.

The product must be packed safely with all original accessories to avoid damage during transit.

16. Important Conditions

• Delivery-related requests must be raised within 24 hours.
• A clear unboxing video is required for delivery-related claims.
• A working video may be required for functional issues.
• The original product and accessories must be returned.
• Purchase proof may be required.
• Every request is subject to quality inspection.
• Warranty is valid for 6 months from the purchase date.
• Warranty covers confirmed manufacturing defects only.
• Approved refunds are scheduled for the next Friday after approval.
• Bank processing may take 5 to 7 business days after initiation.
• Replacement depends on stock availability.

17. Returns and Warranty Support

Email: support@h2qua.com
WhatsApp: +91 74288 00534
Support hours: Monday to Saturday, 9 AM to 6 PM IST

Please share:

• Order ID
• Product name
• Delivery date
• Description of the issue
• Unboxing video
• Product working video
• Clear photographs