60-DAY RETURN & SATISFACTION POLICY

We want you to feel confident trying First Water Lab in your own shower.

If you are not satisfied with your eligible purchase, you may request a return within 60 days after the date your order is delivered.

60-Day Satisfaction Guarantee

First Water Lab showerheads may be installed and reasonably used during the 60-day trial period.

To qualify for a return:

• You must contact us within 60 days of delivery.

• The product must not be intentionally damaged, modified, misused, or excessively worn.

• All original components, accessories, and included parts must be returned.

• Proof of purchase is required.

• Original packaging is preferred but is not required.

The 60-day trial is intended to give customers a reasonable opportunity to install and evaluate the product. It does not cover products damaged through improper installation, neglect, misuse, unauthorized modification, or circumstances unrelated to normal use.

Replacement Filter Returns

Unopened and unused replacement-filter cartridges may be returned within 60 days of delivery.

For hygiene and quality-control purposes, replacement-filter cartridges purchased separately cannot be returned for a change of mind after they have been opened, installed, or used.

This restriction does not apply when a filter arrives damaged, defective, or incorrect.

Starting a Return

To request a return, email:

Orders@firstwaterlab.com

Please include:

• Your full name

• Order number

• The product you wish to return

• A brief reason for the return

• Photos, when the item is damaged, defective, or incorrect

If your return is approved, we will provide return instructions and the address where your item must be sent. When applicable, we will also provide a return shipping label.

Products returned without prior authorization may not be accepted or refunded.

Return Shipping

For damaged, defective, or incorrect products, First Water Lab will cover approved return-shipping costs.

For satisfaction or change-of-mind returns, return-shipping costs may be the customer’s responsibility. If First Water Lab supplies a prepaid return label, the cost of that label may be deducted from the refund unless we tell you otherwise before the return is sent.

Original and expedited shipping charges are nonrefundable unless the product was damaged, defective, incorrect, or otherwise required by law.

Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

Contact Orders@firstwaterlab.com as soon as possible if:

• Your product arrives damaged

• Your product appears defective

• You receive the wrong product

• Any required component is missing

Include your order number and clear photographs of the product, packaging, and shipping label. We will evaluate the issue and arrange an appropriate replacement, refund, or other resolution.

Do not discard damaged products or packaging until we have completed our review.

Nonreturnable Items

The following items cannot be returned unless they arrived damaged, defective, or incorrect:

• Used standalone replacement-filter cartridges

• Gift cards

• Products marked “Final Sale” before purchase

• Products damaged through misuse, improper installation, neglect, or unauthorized modification

• Items not purchased directly from First Water Lab

Products purchased from another retailer must be returned through that retailer under its return policy.

Discounted products remain eligible for return unless they were clearly marked Final Sale before purchase.

Exchanges

We do not currently process direct exchanges.

The fastest way to receive a different product or finish is to return the original eligible item and place a new order after the return has been approved.

If you received the wrong item, contact us before placing another order so we can correct the issue.

Subscription Orders

Canceling a subscription prevents future eligible renewals but does not automatically cancel or refund an order that has already been processed.

Subscription orders that have already shipped may be returned under this policy when they otherwise meet the applicable eligibility requirements.

To avoid another recurring charge, subscription changes or cancellations must be completed before the next scheduled order is processed.

Refunds

We will notify you after your return has been delivered and inspected.

If approved, the eligible refund will be issued to the original payment method within 10 business days after approval.

Your bank or card issuer may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, contact:

Orders@firstwaterlab.com

Refunds may be reduced by:

• Missing components or accessories

• Damage beyond reasonable use

• Unauthorized modifications

• Applicable return-label costs

• Nonrefundable expedited shipping charges

We will notify you before making any deduction from an approved refund.

European Union and Other Mandatory Consumer Rights

For eligible merchandise delivered to the European Union, customers generally have the right to withdraw from an online purchase within 14 days after delivery without providing a reason, subject to applicable exceptions.

Nothing in this policy limits any mandatory consumer rights or legal remedies available in the country, state, or region where the customer resides.

Contact Us

For questions about returns, damaged orders, subscriptions, or refunds, contact:

First Water Lab
Orders@firstwaterlab.com

Please include your order number whenever possible so we can assist you more quickly.