Refund policy

Last updated: Oct 19, 2025

Return Window

We accept returns within 30 days of delivery.

Eligibility

To qualify for a return:

  1. Item must be unused, in original packaging, with all inserts/accessories.
  2. For water filters and other consumables, items must be unopened and not wetted/installed for health and safety reasons—unless defective or damaged on arrival.
  3. Proof of purchase is required (order number/receipt).

Non‑returnable items: opened/installed filters (unless defective), final‑sale/clearance items (if marked), and gift cards.

Defective, Incorrect, or DOA Items

If you receive a defective, damaged, or incorrect item, email info@filterlo.com within 7 days of delivery. We may request photos/video for quality control and will arrange a replacement or refund.

Return Shipping Costs

  • Customer remorse (ordered wrong/changed mind): Return shipping is the customer’s responsibility.
  • Defective/incorrect on our part: We provide a prepaid return label.

Restocking Fee

0% restocking fee for eligible returns in resalable condition. If items are returned used, missing parts, or not in original packaging, a restocking fee (up to 15%) may be applied or the return refused.

How to Start a Return (RMA)

Email info@filterlo.com with your order number and reason for return.

  • Receive an RMA number and (if applicable) a prepaid label.
  • Pack securely with all materials; write the RMA on the label or box.
  • Ship to our returns address within 14 days of RMA approval:
    FILTERLO — Returns
    302 East 8th Street, 1st Floor, Brooklyn, NY 11218

Refunds

Once your return is received and inspected, we’ll notify you of approval/rejection. Approved refunds are issued to the original payment method within 5–10 business days (bank processing times may vary). Original shipping fees (if any) are non‑refundable unless the return is due to our error.

Exchanges

Need a different model? Start a return and place a new order, or contact us for compatibility assistance before ordering.

Wrong/Insufficient Address

If an order is returned to us due to an incorrect or insufficient address, we can reship to a corrected address (additional postage may apply) or issue a refund of the item price once the parcel is returned to our facility.