Refund policy

Important: returns are shipped back to us, and every returned vial is inspected before it is restocked. Anything showing signs of mishandling, damage, or tampering is not returned to stock and is never resold. Contact us first so the return can be authorized and the return address confirmed. (Because this is a sterile, lot-controlled product, cancellations and returns remain limited, and issues are handled through review and, when appropriate, a replacement or credit.)

Last updated: Jan 15, 2026

Order Changes and Cancellations

We begin processing shortly after payment. For that reason, once an order is in progress it usually cannot be changed or cancelled.

If you notice a mistake (for example, an incorrect address), contact us immediately with your order number. If the parcel has not yet been handed to UPS, we’ll do our best to help, but changes can’t be guaranteed.

Damaged, Missing, or Incorrect Items

If something arrives broken, leaking, missing, or different from what you ordered:

  1. Contact us as soon as possible.
  2. Include your order number, photos of the packaging and product (if applicable), and a short description of the issue.
  3. We’ll review and, if warranted under our policy, arrange an appropriate replacement or credit.

Returns and Inspection

Returns are shipped back to us. Email support@bacteriowater.com or contact us first with your order number and a short description of the issue so the return can be authorized and the return address confirmed.

Every returned vial is inspected before it is restocked. We check the seal, the aluminum crimp and flip-off cap, the lot code on the label, and the condition of the vial itself. Anything showing signs of mishandling, damage, or tampering is not returned to stock and is never resold.

Refund Eligibility

Because this is a sterile product with controlled lots and expiration dates, we do not offer refunds for buyer’s remorse, ordering the wrong quantity, or similar reasons. Any adjustments are considered only for documented damage, loss, or shipment errors, and are handled as replacement or credit at our discretion.