Refund and Returns Policy

Last updated: October 17, 2026

We want you to be happy with your order. This policy explains how returns, refunds, exchanges and cancellations work at Iceandwater LLC.

Return window

You can return items within 30 days of delivery.

Return conditions

Because water filters are hygiene-sensitive products, returned filters must be:

• Unused and never installed
• In the original, unopened manufacturer packaging with any seals intact
• Sent with your order number

Filters that have been installed, used, or opened from their sealed packaging cannot be returned unless they are defective or we sent the wrong item.

How to start a return

1. Email support@iceandwater.shop or call (909) 616-8779 with your order number, the item you want to return and the reason.
2. We reply within 1 business day with your return authorization and the return address.
3. Pack the item securely and ship it to the address we provide. Please use a trackable shipping service.

Returns sent without contacting us first may be delayed.

Return shipping costs

• Damaged, defective or wrong items: return shipping is free. We send you a prepaid return label.
• All other returns (for example, you ordered the wrong filter or changed your mind): you pay the cost of return shipping. The original shipping was free, so nothing is deducted from your refund for it.

We do not charge restocking fees.

Refunds

Once your return arrives, we inspect it and email you the result. Approved refunds are issued to your original payment method within 7 days of receiving the return. Your bank or card issuer may take an additional 3 to 10 business days to post the refund to your account.

Exchanges

If you ordered the wrong filter number, contact us. We can exchange an unopened filter for the correct one. You pay return shipping for the original item, and we ship the replacement free.

Damaged, defective or incorrect items

If your item arrives damaged, does not work, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo. We will send a free replacement or issue a full refund, including any return shipping.

Order cancellations

You can cancel your order for a full refund any time before it ships. Contact us as soon as possible. Once an order has shipped, it can be returned under this policy.

Contact us