Return and Refund Policy

Return, Refund & Warranty Policy

📦 60-Day Satisfaction Guarantee

We want you to love your Ocemida product. If you're not fully satisfied, you can return an eligible product within 60 days of delivery.

  • Hydrogen water bottles (Nexis, Zeta, Omni): can be returned within 60 days, even if you've used them. Contact support@ocemida.com to start a return.

  • Accessories and consumables: can be returned within 30 days, unused and in their original packaging. Check the product page for any restrictions.

The guarantee applies to orders placed on ocemida.com and shipped within the USA and Canada. It covers one opened device per household every 12 months. Buying several? Try one and keep the others sealed: unopened devices can be returned for a full refund. The guarantee can't be combined with a warranty claim for the same device and doesn't apply to products bought from unauthorized resellers. Returned products must be complete and free of physical damage. Amazon orders follow Amazon's return policy (see below).

We may decline returns or future orders when an account shows a pattern of excessive returns.

💰 Refunds

  • Unopened, in the original sealed packaging: refund of 100% of the price you paid.

  • Opened or used: refund of the price you paid minus a 10% return processing fee. A used device can't be resold as new, and the fee covers payment processing, inspection, sanitizing and recycling.

  • Shipping: return shipping is the customer's responsibility. If your order shipped free, nothing is deducted for the original shipping. Shipping charges you paid separately are not refunded.

  • Timing: refunds go to your original payment method within 5 to 10 business days after we receive and inspect your return. Taxes are refunded as required by law.

If 15 business days pass after your refund is approved and you haven't received it, please contact support@ocemida.com.

❌ Order Cancellations

You can cancel an order any time before it ships. Most orders ship the same day, so contact support@ocemida.com as soon as possible with your order number.

  • Cancelled by you: refund of the order total minus a 3% payment processing fee. Our payment processor charges this fee when you place your order and does not return it when an order is cancelled.

  • Delayed orders: if your order hasn't shipped within the time we gave you, you can cancel for a full refund with no fee.

  • Cancelled by us: if we cancel your order for any reason, such as an item being out of stock, you receive a full refund.

  • Already shipped? The order can no longer be cancelled, but you can return it under the satisfaction guarantee above.

🧴 How to Return a Product

  1. Contact support@ocemida.com within 60 days of delivery. We'll send return instructions and a return address. Please don't ship a product without a return authorization.

  2. Clean the device with white vinegar or Ocemida cleaning solution as our team instructs, then wipe it dry.

  3. Fit the membrane protection plug. Returns without it may not be accepted.

  4. Include all components and accessories, and pack the product securely, preferably in its original packaging.

  5. Ship with a trackable method and keep your proof of shipment. For items over $100, we recommend insured shipping.

The product remains your responsibility until it's delivered to us.

🚫 Items That Cannot Be Returned

For hygiene and product integrity, these items can't be returned once opened or used, unless the law requires otherwise:

  • Water filters, reagent drops, nasal cannulas, cleaning agents and test strips

  • Opened replacement bottles and accessories

  • Gift cards

  • Products marked "Final Sale" or listed as non-returnable on the product page. Products discounted by 20% or more may be marked Final Sale when this is clearly shown before purchase.

Defective items are always covered by our warranty, whether or not they can be returned.

🔁 Warranty

Product Coverage
Ocemida hydrogen water bottles (Nexis, Zeta, Omni) Lifetime limited warranty for registered devices. Battery, charging system and included accessories: 2 years.
Other products As stated on the product page (minimum 1 year)

Warranty claims are separate from returns and free of charge, with no 10% fee and no shipping cost. To make a claim, start at ocemida.com/troubleshooter. See our Lifetime Warranty page for full terms.

🛒 Amazon Orders

  • Returns: orders placed on Amazon follow Amazon's return policy and are handled through Amazon.

  • Warranty: products bought on Amazon where Ocemida is the seller of record have the full Ocemida warranty. Products from unauthorized third-party sellers don't.

📬 Check Your Order on Arrival

Please open and check your order within 7 days of delivery. If anything arrived damaged, scratched, missing or wrong, contact support@ocemida.com within those 7 days with photos or a video of the product and its packaging, and we'll send a replacement or the missing part right away.

After 7 days, your order is considered to have arrived complete and undamaged. Defects that appear later are covered by our warranty.

📮 Refused or Undeliverable Orders

If you refuse a delivery (for example, because of customs duties or taxes), or a package comes back because of an incorrect address or because it went unclaimed, your refund is reduced by the actual shipping, customs and related costs we paid, where the law allows.

We're not responsible for carrier or customs delays, or for packages lost after confirmed delivery.

💬 Need Help?

Contact support@ocemida.com with your order number. We reply within 1 business day, often within a few hours.

This policy is voluntary and does not limit any rights you have under consumer protection or warranty laws.