Refund policy

Effective date: October 5, 2026

IN SHORT

You have 90 days from delivery to decide. If your Hartenwell kit is not what you expected, write to us and we will make it right: a replacement or a refund.

WHAT YOU CAN RETURN

Unused kits, in their original packaging. Refundable. We will give you the return address when you contact us.

Kits you have already used. Covered by the 90-day guarantee. Tell us what went wrong; we may ask for a photo or a short video, then we replace or refund.

Damaged, defective or incorrect items. Always covered. Send us a photo: we replace or refund at our expense.

WHAT IS NOT REFUNDABLE

Requests sent more than 90 days after delivery.

Damage caused by use that goes against the instructions: letting a wet filter freeze, filtering hot water, salt water, fuel or chemicals.

Products purchased from other sellers: in that case, contact the seller.

Orders returned to sender because of an incorrect address entered at checkout: refunded net of the shipping costs incurred.

HOW TO REQUEST A REFUND

Write to support@hartenwell.com within 90 days of delivery, giving your order number and one sentence about what happened.

We reply within 1-2 business days with the confirmation and, if a return is needed, with the instructions.

Do not send anything back before contacting us: unannounced returns cannot be matched to an order.

REFUNDS

Approved refunds are issued to the original payment method within 3-5 business days of approval, or of receipt of the return when one is required. Your bank may take a further 5-10 business days to credit it.

When a return is required, return shipping is at your expense, unless the item is damaged, defective or incorrect: in that case we pay for it.

CANCELLING AN ORDER

You can cancel any order for a full refund before it ships. Write to us as soon as possible: orders are prepared within 1-3 business days. After shipment, the policy above applies.

CONTACT

Hartenwell · support@hartenwell.com