LAST UPDATED · SEPTEMBER 10, 2026
A straightforward policy. Help when something arrives wrong.
We do not accept product returns. If your vials or syringes arrive broken, open or defective, we replace the affected products at no charge. You pay a flat $15 shipping fee per replacement shipment, subject to applicable consumer rights.
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No product returns
We do not accept product returns or change-of-mind exchanges. Please check the product details, pack size and quantity before ordering. Do not mail products back to us.
What we cover
We cover vials and syringes that arrive broken, open or with a defect. This includes compromised product seals or individual product packaging on arrival. We will replace the affected products at no product cost after reviewing the issue.
Do not use a product that arrives broken, open or defective. Keep photos of the products and packaging so we can understand what happened; do not handle damaged items just to take a photo.
The replacement shipping fee
The replacement products are free. You cover a flat $15 shipping fee for the replacement shipment, rather than a fee for each affected item. We will confirm the affected products and explain how to arrange the replacement and shipping fee by email.
This fee applies to replacement shipping; it does not change the shipping charges shown for your original order. If applicable law requires a remedy at no cost, we will not charge the replacement shipping fee.
How to request a replacement
- Email support@valuebacwater.com with your order number.
- Tell us which products and quantities were affected and describe the issue. Include clear photos of the product and packaging when it is safe to do so.
- We will review your message and help arrange the replacement. Please contact us as soon as you notice the issue.
You do not need to return the affected products. We will not ask you to send payment card details by email.
Other order issues and your rights
If an item is missing, an order has not arrived or you received the wrong item, email us so we can investigate and resolve the issue. The $15 replacement fee is not automatically applied to these situations.
This policy does not limit rights or remedies that cannot be excluded under applicable consumer law, including any required refund, repair or replacement. If a replacement is unavailable, contact us to arrange an appropriate resolution.
Need a hand?
For questions about this policy or an order, contact support@valuebacwater.com.