Warranty
Every product. Twelve months of cover.
Everything we sell is protected by a 12-month warranty from the day it arrives. If a product fails because of a manufacturing defect, we will repair it, replace it, or refund it — whichever gets you styling again the fastest. One condition worth knowing up front: if the item has to come back to us, the return shipping is paid by you.
1. What the warranty covers
Your warranty is a promise about how the product was made — not insurance against everything that can happen to it.
- Dead on arrival. The product does not power on, heat up, or work at all when you first unbox it.
- Manufacturing defects. A faulty motor, heating element, switch, hinge, cable, or battery that was defective from the start.
- Failure under normal use. A component that stops working during the 12 months while the product is used as described in its instructions.
- Damage in transit to you. Something broken or crushed on its way to your door.
2. What the warranty does not cover
These are the situations our warranty cannot pay for. Where we can, we will still offer a paid repair.
- Normal wear and tear. Cosmetic scratches, faded finish, softened hinges, or a cable that has simply seen a lot of mornings.
- Accidental damage. Drops, cracks, crushed casings, or liquid getting inside the device.
- Voltage damage. Plugging a 110V-only model into a 220–240V outlet (or the reverse), or using an unsuitable travel converter. Please check the voltage on the product page before you plug in.
- Misuse or neglect. For example a blocked air intake or clogged filter causing the device to overheat, wrapping the cable tightly around the body, or using the product in a way the manual warns against.
- Unauthorised repair or modification. Opening, dismantling, or repairing the product yourself or through a third party voids the warranty on that unit.
- Consumable parts. Filter mesh, comb teeth, padding, and carry cases wear out by design and are not covered as warranty faults.
- Commercial use. Salon, studio, or other professional use is not covered unless we agreed to it in writing before your purchase.
- Lost or stolen items.
- Products bought from unauthorised third-party sellers. With no verifiable proof of purchase from us, we cannot confirm the item’s history.
3. How to make a claim
Four steps, one email address. Most claims are approved without ever needing a return.
Email us at [email protected]
Put “Warranty claim” in the subject line and include:
- Your order number (or the email address used at checkout)
- Product name and model number
- A short description of what is going wrong
- The date the product was delivered
Attach photos or a short video
A picture of the fault, the model label, and a 10–20 second clip of the problem is usually enough for us to diagnose it and skip a round of questions. Please do not send the item anywhere before we reply.
We reply within 1–2 business days
We will confirm whether the fault is covered and tell you the agreed solution: a replacement part, a replacement unit, a return for repair, or a refund. If a return is needed, you will receive the return address and instructions in writing.
Send the item back and we finish the job
Pack it securely and ship it to the address we provide, using a tracked service. Once it arrives we inspect it and dispatch your replacement or issue your refund, normally within 5 business days. Please email us the tracking number so we can follow it with you.
4. Return shipping — who pays what
This is the part customers ask about most, so here it is without small print.
You pay the return shipping. We pay the replacement shipping.
If a covered product has to be sent back to us for inspection or repair, the cost of shipping it to our return address is the customer’s responsibility. We cover the cost of sending the repaired or replacement item back out to you, anywhere we ship.
| Cost | Paid by |
|---|---|
| Shipping the faulty item back to our return address | Customer |
| Shipping of the repair or replacement back to you | onlyonewaterflosser |
| Original outbound shipping fee on the order | Non-refundable |
| Import duty, VAT, or customs fees on the returned parcel | Customer |
- Use a tracked service. We cannot be responsible for return parcels that are lost or damaged in transit, so keep the tracking number and share it with us.
- Wait for authorisation. Parcels sent to us without an approved claim may be refused or returned to sender at your cost.
- Pack it properly. The original box is not required, but please pack the item so it arrives intact — damage caused by poor packaging cannot be covered.
- Keep the tracking receipt until your replacement or refund has been completed.
5. Repair, replacement or refund
Our aim is to get a working product in your hands with as little effort from you as possible. Once a claim is approved, we will offer the fastest workable option:
- Replacement part. For many faults — a nozzle, filter, cable, or attachment — we can simply send the part so you can keep using your device.
- Replacement unit. For a defective device, we send the same model in the same colour where stock allows.
- Refund. If the model is out of stock or cannot be repaired, we refund the price you paid for the product in full.
There is no restocking fee and no inspection fee for an approved warranty claim. Refunds are issued to your original payment method and typically appear within 5–10 business days after approval, depending on your bank. If we ask you to return the item first, we send the replacement or process the refund once the return has been received.
6. Warranty period and proof of purchase
How the 12 months are counted
- The warranty starts on the delivery date confirmed by the carrier’s tracking record.
- A replacement unit is covered for the remainder of the original 12 months.
- A repaired product keeps the original end date — the clock is not extended by time spent in repair.
- No registration is needed. Your warranty starts automatically with your order.
What we need from you
- Proof of purchase: an order number, order confirmation email, or invoice.
- Original purchaser only. The warranty is not transferable if the item is resold or given away.
- Honest information. Claims found to describe a different item, or a fault caused by an excluded situation, cannot be approved.
- Reasonable cooperation. A few photos, or one short video, is normally all we ask.
This warranty sits on top of your statutory consumer rights. Nothing in this policy reduces rights you have under the consumer law of your country, and where local law is more generous than this policy, local law applies.
7. Frequently asked questions
My item arrived damaged. Do I still pay return shipping?
Send us photos within 7 days of delivery and we will treat it as transit damage. In most cases we resolve this from the photos alone and send a replacement without asking for the damaged item back — in that situation there is nothing for you to ship. If we do need to inspect the parcel, we will tell you in writing before you send anything, including who covers the shipping.
How long do I have to report a fault?
You can open a claim at any point during the 12 months. Reporting it late in the period does not reduce your cover, but please contact us as soon as you notice the problem — it makes diagnosis easier. Claims made after the 12 months have ended cannot be approved under warranty, though we can often still quote a paid repair.
Do I need the original packaging?
No. The box is not part of the warranty. What matters is that the item arrives with us undamaged, so please use a sturdy carton and enough padding. Keep the accessories that came with it, as we may ask you to return the complete product.
I bought from Amazon, eBay or another marketplace. Am I covered?
If the order came from one of our own official marketplace stores, email us the marketplace order ID and we will confirm your cover. If you bought from an unrelated third-party seller, the warranty sits with that seller — please contact them first, as we cannot verify the item’s history or condition.
My device stopped working after I used it abroad. Is that covered?
Voltage damage is an exclusion, because it is caused by the power supply rather than a manufacturing fault. Dual-voltage models are marked clearly on the product page and on the rating label. If your model was damaged this way we can usually still repair it for a fixed fee — email us and we will send a quote.
Can I just get the spare part instead of a whole new unit?
Yes, and we prefer it when it works — it is faster for you and less wasteful. Filters, nozzles, cables, and several internal parts are available separately. Mention it in your first email and we will check whether the part alone solves the problem.
How long does the whole process take?
First reply: 1–2 business days. If no return is needed, your replacement is usually dispatched within 3 business days of approval. If a return is needed, add the transit time in both directions — most claims are fully closed within 7–14 business days of the item reaching our warehouse.
Is the warranty transferable if I resell or gift the product?
No. The warranty belongs to the original purchaser and cannot be transferred to a second owner. If you are buying a gift, the warranty still applies — we simply need the original order details from the person who bought it.
Can I upgrade to a different model instead of a like-for-like replacement?
Warranty replacements are like-for-like. If you would prefer a different model, we can usually arrange it as a new purchase with the value of the approved claim applied — just ask the support agent handling your case.
Still not sure whether your case is covered?
Email us before you buy anything, ship anything, or give up on a product. A short message with a photo is usually enough for us to give you a straight answer — and if we cannot help under warranty, we will tell you what we can do instead.
Include in your email
- Order number
- Product name and model
- Description of the fault
- Photos or a short video
- Your shipping address
Response times
- First reply: 1–2 business days
- Office hours: Monday–Friday, 9:00–18:00 (GMT+8)
- Replies to weekend emails go out the next business day
- Prefer a form? Use our warranty claim form
This warranty policy applies to all products sold on onlyonewaterflosser.com. We may update this policy from time to time; the version published on the date of your purchase is the version that applies to your order. Questions about this policy can be sent to [email protected].