General Return Requirements

Receipt & Documentation

The original receipt or invoice must accompany your product for any return to be processed. Please keep your purchase documentation safe as we cannot process returns without proper proof of purchase.

Return Timeframe

All returns must be initiated within 4 weeks of the item’s arrival date. This timeframe ensures we can process your return efficiently and maintain product quality standards.

Damage & Order Error Reporting

Immediate Notification Required

All damages or order errors must be reported within 7 days of receiving your order. After this period, we cannot guarantee that a refund can be granted.

Our Responsibility

Return shipping will be provided for any order errors or warranty items. When the mistake is on our end, we’ll cover the cost of getting it back to us.

Return Process & Refund Terms

Return Authorization Process

All returns must be authorized before being returned. Please contact us first to obtain return authorization and instructions.

Return Shipping Address

Authorized returns should be shipped to our US facility in Medina, NY. Specific shipping instructions and addresses will be provided with your return authorization.

Customer Responsibility

Return shipping costs are not creditable* unless the return is due to our error or a warranty issue. You are responsible for shipping the item back to us along with the completed return form.

Refund Processing

Refunds are not issued until we receive the goods in new condition. We need to inspect returned items to ensure they meet our return standards before processing any refund.

Item Condition Requirements

Any item that is used, read, opened, or damaged by the customer is not eligible for return. Items must be in their original, unopened condition to qualify for a refund.

Shipping Costs

*Unless otherwise noted by an authorized Living Waters staff member, shipping charges are non-refundable. Original shipping fees paid on your order will not be refunded as part of the return process.

Refund Method & Timeline

Processing Method

Refunds will be returned to the original payment method or issued as store credit. The refund method may depend on the original purchase method and return circumstances.

Processing Time

Refunds will be processed within 5 business days after we receive and inspect your returned item.

Specific Item Categories

Final Sale Items

Seasonal items and clearance items are final sale and cannot be returned or exchanged.

Condition Requirements

• Items showing signs of use may not be eligible for refund
• Wrapped items must be returned in original wrapping
• Games and puzzles must be unopened to qualify for return

Exchanges

Items can be exchanged for similar items of equal or lesser value. Price differences for higher-value exchanges must be paid at the time of exchange.

Digital Products

MP3 Downloads

All MP3 downloads are final upon sale with no credit option. Due to the nature of digital products, these purchases cannot be returned or refunded once the download is complete.

Gift Returns

Returns Without Receipt

Returns without receipt will be offered store credit at the lowest sale price the item has been offered at during the past 90 days.

Gift Receipts

With a gift receipt, you will receive store credit for the original purchase price paid at the time of purchase.

Warranty vs. Return Policy

Manufacturer Warranty Items

For items covered under manufacturer warranty, we will replace the defective item according to the manufacturer’s warranty terms. This is separate from our standard return policy.

Warranty Process

Warranty claims should be reported immediately upon discovery of the defect and may require proof of purchase and defect documentation.

Shipping Restrictions for Returns

Lower 48 States

Returns are processed through our US facility for customers in the lower 48 states.

Other Locations

For returns from Alaska, Hawaii, or international customers, please contact us for special return instructions and potential additional requirements.

Questions & Support

For questions about returns, eligibility, or to request a return authorization, please contact our US customer service team. We’re here to help ensure your return process goes smoothly.

Please note: This return policy applies to all purchases made through our US website. Special circumstances may be considered on a case-by-case basis at management discretion.