Return Policy

Last updated: September 19, 2026

We want you to love your new water filter. If it isn't right for you, this page explains exactly how returns and refunds work.

1. How to reach us

Our support team replies within 1 business day (Monday to Friday, [9 AM to 5 PM ET]).

Email: contact@newtapfilters.com

When you contact us, please include:

  • Your full name and order number
  • The date you placed your order
  • What you'd like to return and why

Buy only from our website. Some third-party sites sell counterfeit products or pretend to be us. This policy only covers orders placed at www.newtapfilters.com. If we can't find your order number, the order may have come from an unauthorized seller.

2. What can be returned

An item can be returned if:

  • You bought it directly from our website.
  • You contact us within 30 days of delivery.
  • It is unused, has never been installed or connected to a water supply, and is in its original packaging with all parts, manuals, and accessories.

These items can't be returned:

  • Used or installed items, including used filter cartridges
  • Items that are damaged by misuse, improper installation, or normal wear, or that are missing parts
  • Free gifts, bonus items, and promotional items
  • Gift cards, extended warranties or protection plans, and items marked as final sale

If you return an order that included a free gift, please send the gift back too, or its value may be deducted from your refund.

3. How to start a return

  1. Email us at contact@newtapfilters.com within 30 days of delivery and ask for a Return Authorization (RA).
  2. Wait for approval. We'll email you an RA number, the return address, and packing instructions.
  3. Pack and ship it. Put the item back in its original packaging and write your RA number on the outside of the box.

Important: Don't send anything back without an approved RA number. Our warehouse can't process packages that arrive without one, and they may be refused or not refunded.

4. Return shipping

  • You pay for shipping the item back to us. We don't provide prepaid return labels.
  • Use a shipping method with tracking and keep your receipt and tracking number until your refund is issued.
  • We're not responsible for returns that are lost or damaged on the way back to us.
  • Return shipping costs and original shipping charges are not refundable.

5. How your refund is calculated

Your refund is the price you paid for the item, minus a 25% restocking fee. The restocking fee covers inspecting, repackaging, and restocking returned items.

6. Refund timing

  • We inspect returns within 2 to 3 business days of receiving them.
  • Approved refunds go back to your original payment method within 5 to 7 business days.
  • Your bank or card company may take a few extra days to show the credit.
  • We'll email you when your refund has been issued.

If a returned item doesn't qualify, we'll let you know. We can ship it back to you at your cost.

7. Damaged, defective, or wrong items

Please check your order when it arrives. Email us within 7 days of delivery if your item is:

  • Damaged in shipping
  • Defective or not working
  • Not what you ordered

Include your order number and clear photos or a short video showing the problem. Once we confirm it, we'll send a free replacement or give you a full refund. No restocking fee, and we cover all shipping.

8. Subscription orders

If you're signed up for automatic filter replacements:

  • You can cancel future deliveries at any time before your next billing date, from your account or by contacting us.
  • Once a subscription order has shipped, it can be returned only under this policy (unused, within 30 days, 25% restocking fee).
  • Canceling stops future orders. It doesn't refund orders that have already shipped.

We follow FTC and state automatic-renewal laws, including clear disclosure of subscription terms and easy online cancellation.

9. Canceling an order

You can cancel for a full refund, with no restocking fee, if your order hasn't shipped yet. Email us as soon as possible. Once an order ships, it has to go through the normal return process.

10. Lost or stolen packages

We're not responsible for packages that tracking shows as delivered to the address entered at checkout. If you think your package was lost or stolen:

  1. Check around your property and with neighbors, and wait 1 business day, since carriers sometimes mark packages delivered early.
  2. Contact the carrier or your local post office to file a claim.
  3. Email us at [support email] and we'll help with the investigation.

We can't guarantee a refund or replacement for lost or stolen packages, but we'll do what we can to help. See our Shipping Policy for more.

11. Exchanges

We don't do direct exchanges. If you'd like a different product, return the item you have (if eligible) and place a new order. If you're replacing a damaged or defective item, we'll send the replacement at no cost.

12. Other policies

This Return Policy should be read together with our Terms of Service, Shipping Policy, and Privacy Policy. If they conflict, the more specific policy applies. We may update this policy at any time; the version in effect when you placed your order applies to that order.

13. Contact us

New Tap Filters
Email: contact@newtapfilters.com

Thank you for choosing us. We're here to help you get cleaner, better-tasting water at home.