Refund policy
At Flex Labs, we're committed to helping families stay ready with clean, reliable water when it matters most. Please review our policy carefully before initiating a return.
By placing an order with Flex Labs, you agree to the terms outlined below.
📦 Return Eligibility
You may request a return if all of the following conditions are met:
The request is submitted within 30 days of delivery. The product is returned in original condition, including all components and accessories. The item is not damaged, altered, or excessively worn. Proof of purchase is provided.
🚫 Non-Returnable Items
The following items are not eligible for return: used or opened filter units, items missing original parts or packaging, products damaged due to misuse, improper cleaning, or neglect, and final sale or clearance items (if applicable).
Because the RIVR-1 is a water filtration product, any unit that has been used to filter water cannot be returned for hygiene and safety reasons. Unused, unopened units in original packaging remain eligible within the return window.
🚚 Return Shipping
Return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.
Once your return request is approved, our support team will email you the return address along with instructions. Please do not ship any item back before receiving this confirmation, as returns sent without prior authorization will not be accepted.
We recommend using a tracked shipping service. Flex Labs is not responsible for lost, delayed, or misdirected return shipments.
💳 Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds are issued to the original payment method. Processing typically takes 5–10 business days. Refunds may be subject to handling or restocking deductions where permitted by law.
💡 Partial Refund (Keep-It Option)
In certain situations, Flex Labs may offer a partial refund (for example, 25%) with no return required.
This option is offered at our discretion and is designed to save you from return shipping costs and provide a faster, hassle-free resolution. Acceptance of a partial refund constitutes full and final settlement of the order.
🔧 Damaged or Defective Items
If your RIVR-1 arrives damaged or defective, please contact us within 48 hours of delivery with clear photos or videos. We will arrange a replacement or refund at no additional cost, where applicable.
📩 How to Request a Return
To initiate a return, contact our support team at:
Please include your order number, reason for return (valid as per the above policy), and photos or videos (if applicable).
Returns sent without prior authorization will not be accepted.
⚠️ Chargebacks & Disputes
We kindly ask customers to contact Flex Labs support before initiating a chargeback. We are always happy to work toward a fair and friendly solution.
Unauthorized chargebacks may result in account restrictions. We reserve the right to contest the chargeback using delivery confirmation, usage timelines, and this published policy in accordance with Shopify Payments and card network guidelines.
🔄 Policy Updates
Flex Labs reserves the right to update or modify this policy at any time. Changes apply to future orders only.
🛡️ Our Promise
We're not just selling a filter, we're giving families clean water, safety, and peace of mind when it counts. If you have any questions, our support team is always happy to help.
Policy Acceptance
By completing a purchase on our website, customers acknowledge and agree to this Return & Refund Policy.