Return Policy

BIOWATERFLAME accepts returns only for products that arrive defective or develop a malfunction that cannot be repaired. We do not accept returns for non-defective items, buyer's remorse, or a change of mind. Custom-made products are final sale and not eligible for return. Return shipping is free for approved defective returns, and there are no restocking fees.

How to Report a Defective Product

To start a defective product claim, email our Customer Success Team at support@biowaterflame.com within 30 days of delivery.

Please include the following in your request:

  • Your order number
  • A description of the malfunction or defect
  • Photos or video of the issue

Our team will review your claim and confirm next steps by email.

Replacement Process

Once your claim is approved, here's what happens:

  1. We ship a replacement unit to you first, before anything needs to be sent back.
  2. You confirm that the replacement is working properly.
  3. Once confirmed, we provide a prepaid return waybill, and the defective unit is picked up and returned at no cost to you.

Please do not ship the defective unit back before receiving your prepaid return waybill and instructions from our team.

Refunds

If a replacement isn't available or isn't what you'd prefer, we're happy to process a refund instead once the defective unit is received:

  • Refunds are processed to your original form of payment within 14 business days of us receiving the returned item. There is no restocking fee.
  • The credit should appear on your statement within 3-7 business days after the refund is processed.

Return Requirements

  • All items must have been purchased directly from BIOWATERFLAME via our website or a direct order.
  • Claims must be reported within 30 days of delivery.
  • Custom-made products are not eligible for return, replacement, or refund.

Non-Returnable Items

  • Non-defective items, including returns requested due to a change of mind, do not qualify for return, replacement, or refund.
  • Custom-made and made-to-order products are final sale.
  • Items damaged due to misuse, unauthorized modification, or improper installation are not covered under this policy.

For issues that arise after the initial 30-day window, please see our Warranty page for coverage under our 3-year warranty.

For any questions about a defective product claim, contact our Customer Success Team at support@biowaterflame.com.