Return, Refund & Cancellation Policy

At Inergize Health, we are committed to ensuring your satisfaction with our products. Please review our cancellation and return terms below.

Order Cancellations (Before Shipment)

Cancellation fees are based on the date you placed your order, not the ship date. This applies equally to in-stock, backordered, and pre-order items.

  • Within 14 days of purchase: a 5% cancellation fee, or the actual non-refundable payment processing fees we incurred on your order, whichever is greater. Credit card orders are typically 5% total. Orders financed through Affirm, Trumed, or similar services incur that provider's fee, typically 6-10%. We will quote you the exact amount before you confirm your cancellation.
  • After 14 days of purchase, if the order has not yet shipped: a 20% cancellation fee.
  • Once your order has shipped, it can no longer be cancelled. It is then covered by the Return Policy below.

Cancellation fees cover non-refundable payment processing costs (charged to us whether or not an order ships), administrative time, and the cost of pulling an order out of an active fulfillment or pre-order allocation.

Refunds for cancelled orders are issued to the original payment method within 7 to 10 business days.

Returns (After Delivery)

  • You have 30 calendar days from the date of delivery to request a return.
  • All returns require prior written authorization (an RMA number) from Inergize Health. Unauthorized returns will not be accepted or refunded.
  • Items must be returned in like-new condition, drained and fully dried, with all included accessories, manuals, and protective materials, in the original packaging or equivalent freight-safe packaging. We strongly recommend keeping your original packaging and crate until you are certain you're keeping the unit, as replacements are costly.
  • A 25% restocking and handling fee applies to all returns. This covers inspection, testing, sanitation, recertification, repackaging, and administrative costs.
  • Items returned not in like-new condition may be subject to additional deductions, up to and including full forfeiture of the purchase price (for example: damage, missing components, water left in plumbing, staining, or odor).
  • Return shipping is the customer's responsibility. Typical return shipping costs: Spire, $800 to $1,200 (crated LTL freight); Elite and Pro systems, $200 to $350 (ground). Actual cost depends on your location and carrier rates.
  • Shipping charges paid at checkout are non-refundable.

Refused or Undeliverable Shipments

If a delivery is refused (other than for documented freight damage, per our Shipping Policy), or a shipment is returned to us because delivery could not be completed or scheduled, it will be processed as a return: the 25% restocking fee plus all round-trip freight costs will be deducted from the refund.

Final Sale Items

  • Certified Refurbished and demo units are sold at a discount and are final sale. They are not eligible for return, refund, or exchange.
  • Opened water care products, filters, and consumables are final sale.

Exchanges

We do not offer direct exchanges. To switch models, request a return under the terms above and place a new order.

Damage, Defects & Warranty Issues

A damaged or defective unit is not a "return" and no restocking fee applies to verified claims:

  • Freight damage must be reported within 48 hours of delivery (visible damage) or 72 hours (concealed damage). See our Shipping Policy. We will manage the carrier claim and repair or replace affected components.
  • Defects in materials or workmanship are handled under our Limited Warranty at no restocking cost to you.

Return Process

  1. Contact our Customer Support Team at contact@inergizehealth.com to request an RMA. Our team will confirm eligibility and provide return instructions and the return address.
  2. Securely package the item in its original packaging or a suitable freight-safe alternative, drained and fully dried.
  3. Ship the return with the RMA number clearly marked on the package.
  4. Inspection and refund: once received, we inspect the item against the eligibility criteria above. Please allow 7 to 10 business days from receipt for the refund to be processed.
  5. Refund notification: you will be emailed once your refund is issued to the original payment method.

Contact Us

If you have any questions about this policy, contact our Customer Support Team at contact@inergizehealth.com.