Refund policy

At Devailo, your satisfaction is our priority. Return and exchange conditions may vary depending on the product to ensure the highest standards of quality and hygiene.

General Conditions

All Devailo products can be returned or exchanged within 30 days of receiving your order, subject to the product-specific conditions below.

To be eligible for a return or exchange, the product must:

  • Be in its original condition, as applicable to the product.

  • Include all original accessories and components.

  • Not be damaged due to misuse or improper handling.

Product-Specific Conditions

HydroHeat & Accessories

HydroHeat and its accessories can be returned or exchanged, even after opening or use, provided that:

  • The product meets the general conditions above.

  • The product has not been damaged due to misuse.

HydroPure & Accessories

Due to the personal nature of HydroPure, the product is eligible for return or exchange only if:

  • It has not been used or installed.

  • It is returned in its original packaging with all accessories.

  • It meets the general conditions above.

Once HydroPure has been used, it cannot be returned or exchanged for hygiene reasons, unless it has a manufacturing defect or you received the wrong item.

To help us process your request faster, we recommend attaching clear photos or a video showing the product's condition.

Please note: Every first HydroPure order includes a Rose Vitamin C Filter. Preference for a different scent is not considered a valid reason for a return or exchange. You can choose your preferred scent when purchasing replacement filters, subject to availability.

Warranty

All Devailo products are covered by a 1-Year Warranty against manufacturing defects only.

The warranty does not cover:

  • Misuse.

  • Failure to follow the product instructions.

  • Damage caused by neglect or improper cleaning.

Manufacturing Defects or Shipping Damage

If your product arrives with a manufacturing defect or is damaged during shipping, please contact us and provide your order number along with clear photos or a video of the issue.

Once the issue has been reviewed and confirmed, Devailo will cover all return or replacement shipping costs at no additional charge.

How to Request a Return

  1. Contact our customer support team and provide your order number.

  2. Send clear photos or a video showing the product's condition.

  3. Once your request is approved, we'll send you the return instructions.

Please do not send any product before receiving approval, as unauthorized returns cannot be accepted.

Product Inspection

Returned products are inspected within 2–3 business days after they are received.

Exchanges

Once approved, your replacement product will be shipped within 3–5 business days.

Refunds

Once your return is approved and the product passes inspection, your refund will be processed within 5 business days.

Refunds are available via:

  • InstaPay

  • Mobile Wallet

  • Bank Transfer

Cash refunds through the shipping company or courier are not available.

Important Notes

  • Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or shipping damage.

  • Original shipping fees are non-refundable.

  • Customized or made-to-order products cannot be returned or exchanged.