Refund policy

Last Updated: Aug 10, 2026

Returns & Eligibility

This policy applies to purchases made directly through shopwatermatrix.com. If you purchased through a third-party retailer such as Amazon or The Home Depot, please refer to that retailer's return policy.

At Water Matrix, we want you to be satisfied with your purchase. We accept returns on eligible products within 30 days of delivery, provided the product meets the requirements outlined in this policy.

For the purposes of this policy, the delivery date refers to the date a package is marked as delivered by the shipping carrier.

All returned products must:

• Be returned within the applicable return period.

• Include all original packaging, accessories, manuals, hardware, and components.

• Be unused and in new and resalable condition.

• Not show signs of damage, modification, installation, or misuse.

Products that have been installed, modified, damaged, or are missing components are not eligible for return.

Bidet Product Returns

Due to the hygienic nature of bidet products, bidet seats are eligible for return only if they meet all of the following requirements:

• Unopened and in original factory-sealed packaging.

• Unused and in new and resalable condition.

• Returned within 30 days of delivery.

• Returned with all original packaging, accessories, manuals, and components.

Product Compatibility

Customers are responsible for confirming product compatibility (e.g., toilet bowl shape or plumbing configuration) before placing an order. If you are unsure whether a product is compatible with your existing setup, please contact us at orders@watermatrix.com or 1-800-668-4420 before completing your purchase.

How to Request a Return

To initiate a return, please complete the Returns & Refunds Form. You will need your order number to submit a request.

Once we have reviewed your request and your return has been approved in accordance with this policy, Water Matrix will email you with the next steps and return instructions.

Please do not return products without first receiving return authorization, as unauthorized returns may not be processed and may delay or void your refund.

Return Shipping

Customers are responsible for all return shipping costs. Water Matrix does not provide pre-paid return shipping labels.

Water Matrix will cover return shipping costs only in cases where the incorrect product was shipped, or the product arrived damaged or defective and was reported within the timeframe outlined in the Damaged or Defective Products section below.

Returned products must be securely packaged in their original packaging to prevent damage during transit. Water Matrix is not responsible for products that are lost, stolen, or damaged during return shipping. We recommend using a trackable shipping method and purchasing shipping insurance for your return.

Product Inspection

All returned products are subject to inspection upon receipt to confirm they meet the eligibility requirements outlined in this policy.

Water Matrix reserves the right to refuse a return and deny a refund if the product does not meet the applicable return requirements, including if it shows signs of use, installation, damage, missing components, or is not in new and resalable condition.

If a return is refused, the customer will be notified and will have 14 days to arrange return shipment of the product at the customer's expense. Products not claimed within 14 days of notification may be disposed of at Water Matrix's discretion.

Refunds

Approved refunds are calculated as follows: the refund will be issued for the product purchase price, less the original shipping charges paid at the time of purchase and a 5% restocking fee applied to the product purchase price. Refunds are issued to the original payment method used at the time of purchase.

If a promotional discount, coupon code, or other price adjustment was applied to the order, the refund will be based on the amount actually paid by the customer, not the original retail price.

Refunds will not exceed the original purchase price of the product.

Please allow up to 14 business days for refunds to be processed after approval. Processing times may vary depending on your financial institution or payment provider.

Original shipping charges are non-refundable unless the return is the result of an error by Water Matrix, shipping damage, or a confirmed product defect.

Exchanges

Water Matrix does not offer exchanges for change of mind. If you would like a different product, please submit a return request for the original item and place a new order.

Exchanges may be offered at Water Matrix's discretion in cases involving damaged, defective, or incorrect products, subject to product availability.

Damaged or Defective Products

If your product arrives damaged or you receive the incorrect item, please submit a request using the Returns & Refunds Form within 7 days of delivery.

Please include a description of the issue along with clear photos of the product, packaging, and shipping label (if applicable) to help us process your request as quickly as possible.

Water Matrix will review the issue and determine the appropriate resolution based on the nature of the issue and product availability. In most cases, a replacement will be provided. If a replacement is unavailable, a refund may be issued.

For product defects discovered after delivery but within the applicable warranty period, please refer to our Warranty Policy.

Order Cancellations

Orders may be cancelled before they have shipped by contacting us at orders@watermatrix.com or 1-800-668-4420.

Once an order has shipped, it cannot be cancelled and will be subject to the terms of this Return & Refund Policy.

Final Sale Items

The following items are not eligible for return or refund:

• Items marked as final sale at the time of purchase.

• Gift cards.

Policy Updates

Water Matrix reserves the right to update or modify this Return & Refund Policy at any time. The version of the policy in effect at the time of your purchase will apply to your order.