Returns & Refund Policy

Damaged Items

1. If there is any damage to the packaging, take photographs before opening the packaging. If a package arrives with visible damage or if the product is found to be damaged after opening, you must keep the packaging until the claim is settled, not just filed. Carriers may ask for more than just the initial photos you provided when processing the claim. This happens frequently with Canada Post. Claims unfortunately may be denied due to inadequate evidence of fault on their part.
2. Take photographs of the damaged product and the shipping label, and send them to orders@doulton.ca.
3. We will notify you whether to discard the damaged item(s) or return them.
4. Depending on the shipping carrier, either you or H2O International Inc. may be required to file a claim with the courier. In most cases, filing the claim is our responsibility.
5. Replacement product will be shipped directly.
6. If we require the damaged product to be returned, you will be responsible for paying the return shipping costs. A credit will be issued once the returned product is received by H2O International Inc.

Incorrect Items

1. If you believe you received an incorrect item, take a photograph of the item and send it to orders@doulton.ca.
2. We will check the order information and contact you directly. If the error is ours, a new product will be shipped immediately.
3. We may ask you to return the incorrect product.
4. If we request a return, you will initially be responsible for the return shipping cost. Once the item is received by our warehouse, you will be credited for the full cost of the product and your return shipping costs.

Unwanted Goods

If an item is no longer wanted, it may be returned only if it is unused and in its original packaging, subject to these conditions:

1. Ceramic candles and replacement filter elements cannot be returned.
2. Filter systems may be returned.
3. You are responsible for the return shipping costs.
4. Once received and inspected by H2O International Inc., you will be credited for the cost of the item, but not the return shipping cost.

Special Order Items

Special order items are not normally returnable because we may have purchased these from a third party that does not offer returns.

For questions about a special order, contact H2O International Inc. directly at orders@doulton.ca or by telephone at 1-800-439-1671.

Authorized Returns & Refund Timing

Return deadline: Authorized returns must be received by H2O International Inc. within 30 days of the date of delivery.

Refund processing: Refunds, when eligible, will be processed within 3 business days.

Please contact us before shipping any returned merchandise so we can authorize the return and provide the appropriate shipping instructions.