Refund policy


Santevia guarantees the components of your Santevia product to be free from defects in workmanship and manufacturing for a period of 30 days or 90 days based on the terms below.

30-Day Warranty:

  • All Santevia filters (pitchers, countertop, or dispenser)
  • Santevia Shower Filter
  • Santevia Bath Filter
  • Santevia Stick or Pouch products
  • Santevia Water Bottles (Tritan, Glass, Stainless Steel)

90-Day Warranty:

  • Santevia Gravity System - Countertop or Dispenser Models
  • Santevia Classic Pitcher
  • Santevia MINA Pitcher

Please examine all parts prior to assembly. During the warranty period, if you discover that any part of your system is damaged or broken due to a manufacturing defect or shipping accident, please submit a warranty claim by emailing us at help@santevia.comAll warranty claims will be examined by our quality control department.

Please note that proof of purchase is required when submitting a warranty claim. Failure to provide this will result in the rejection of your claim.

Customer negligence, accidental damage, and water damage of electronic components are not covered under our extended warranty. This warranty also does not cover abuse, alteration, theft, loss, or unauthorized and/or unreasonable use of your Santevia product.

To the extent permitted by local law, this warranty is in lieu of any other warranty, express or implied, including any implied warranty of merchantability or fitness, and precludes any other obligation on the part of the manufacturer, distributor, or dealer, including any liability for special, incidental or consequential damages. This warranty gives you specific legal rights, and you may also have other rights which vary from province to province.


The following policy applies to purchases made directly from Santevia Water Systems Inc. If you purchased your product from a retailer or through an online marketplace other than directly from Santevia, you must return your product to that retailer and subject to their return policy.

Santevia Water Systems Inc. guarantees your satisfaction with our products. If you are unsatisfied for any reason with your product purchased directly from Santevia, you may contact us and return or exchange it within 30-days of the original delivery date.

To initiate a return, please email us at

To be eligible for a return, you must have the original packaging and you must be able to provide your order number as proof of purchase. Any item that is returned without its original packaging or is missing parts for reasons not due to our error will result in a 20% restocking fee and only a partial refund will be issued.

After 30 days we are unable to provide you with a refund or exchange for your order. If your product is defective, you can initiate a warranty request by contacting us at

Once your product is received and inspected, we will send you an email to confirm receipt of your returned item and when your refund is processed. Refunds will be processed on the original method of payment and may take up to 7-10 business days to appear on your statement.


The purchaser is responsible for paying his/her own return shipping costs unless the reason for return is a consequence of Santevia’s error. Shipping costs are non-refundable. Any shipping fees paid on the original order will not be refunded to you.

For convenience and to provide customers the cheapest shipping option, Santevia will provide a return label and the cost will be deducted from your refund. The return address will be pre-populated on the return label. Any return must include the Return Authorization number obtained from the Santevia Customer Experience team so that we can refund/exchange your product correctly. We are not responsible for any returns that do not include a return authorization number.