Return and Refund Policy

Last Updated: 9 Mar 2025

STANDARD RETURN AND REFUND POLICY

We have a 30-day or 60-day return policy on select products, which means you have 30 to 60 days after receiving your item to request a return. This return policy is valid for USA and Canada.


To start a return, you can contact us at returns@ocemida.com.
Please note that if we haven't sent you a return label, returns will need to be sent to the following address on your expense.

USA
Marco Teasdale
1706 STATE RTE 11
INFINIVA PMB-1
MOOERS NY 12958 		CANADA
OCEMIDA REPAIRS
130-5645 boul Grande Allée
Unit #288
Brossard, QC J4Z 3G3



If your return is accepted, we’ll send you a prepaid return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

We are not responsible for delays caused due to 3rd parties, such as mail carriers.

Failed or Refused Deliveries

For properties with restricted access such as gated communities, buildings with access codes, or other locations with limited delivery access, it is the buyer's responsibility to actively monitor their tracking number and ensure package receipt. If no delivery attempt notification card is left, buyers must contact USPS directly to locate and retrieve their package from the local post office.

Failed deliveries due to access restrictions will incur a 2.9% platform fee, which represents non-refundable selling platform charges. In such cases, refunds will be processed minus both the original shipping costs and any return fees.

Please note that we cannot be responsible for packages that cannot be delivered due to access restrictions, and it is essential that buyers provide accurate delivery instructions or alternative delivery arrangements for restricted access properties.

    Process:

    1. Once we receive the package back from of a failed or refused delivery, we will initiate the refund process.
    2. The refund will be processed using the original payment method within 5-10 business days of the return date. 
    3. Customers need to monitor the status of the return and to notify us.
    4. Customers will receive an email confirmation once the refund has been processed.

    Important Notes:

    • It is the customer's responsibility to collect their package from the post office within the timeframe specified by the postal service.
    • We recommend tracking your package and staying informed about its delivery status.
    • If you anticipate issues with collecting your package, please contact our customer service team as soon as possible.

    For any questions or concerns regarding this policy, please contact our customer service team returns@ocemida.com.

    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    DEFECTIVE ITEMS AND WARRANTY RETURNS

    If you receive a defective item that is under warranty or the item malfunctioned, you can initiate a warranty return through the following process:

    1. Log into your account and navigate to the orders section
    2. Select the defective item from your order history
    3. Request a return to generate a prepaid shipping label
    4. Track the entire return process through your account dashboard

    HOW TO RETURN A HYDROGEN WATER BOTTLE

    1. Disinfect the bottle to protect our workers. Fill the bottle with white distilled vinegar and let it sit for an hour. Empty the bottle and rinse with distilled water.
    2. Remove the bottle and the cap and secure the membrane protecting plug. Devices without a protective plug will not be accepted and will be sent back to the user.
    3. Wipe the device from the outside to remove any water. Place the device in the original box. Returns are only accepted in the original box.

    Once we receive your defective item:

    • Our team will inspect the item within 1-2 business days
    • Based on the inspection, the item will either be repaired or replaced with a new unit
    • The repaired or replacement item will be shipped back to you within 1-3 business days
    • You will receive tracking information for the return shipment

    NON-RETURNABLE ITEMS POLICY

    Some specific items are ineligible for return, including:

    • Water filters including alkaline filters
    • Personal items such as nasal cannulas
    • Reagent drops
    • Test strips
    • Gift cards
    • Items sold as "Pre-order", "Final Sale" or any sale at 20% discount or more
    • Shipping and/or customs fees
    • Replacement bottles or accessories that are opened or in used condition


    WE DO NOT COVER

    - Lost parcels or redelivery fees due to incorrect or incomplete address details provided by the customer.
    - Delays during shipping.
    - Orders labeled as unfulfilled or unshipped, which might occur with pre-orders or during busy periods like holidays.
    - International orders detained in customs. We are not responsible for customs delays. Contact your carrier and handle any required customs payments. Refusal to pay customs fees will lead to deductions from your refund for any return to sender fees.
    - Items left outside your property at your request that subsequently go missing; agreeing to this absolves us from any claims as per carrier terms and conditions. 

    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days of receiving the return. Please remember it can take some time for your bank or credit card company to process and post the refund too.

     
    If more than 15 business days have passed since we’ve approved your return, please contact us at returns@ocemida.com.


    International customers will be responsible for paying their own shipping costs for returning their items.

    Free shipping is factored into the product price. If you request a refund, please note that shipping fees are non-refundable. Your refund amount will be reduced by both the initial shipping cost and any return shipping expenses.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    If you are returning more expensive items ($100+), you may consider using a trackable shipping service or purchasing shipping insurance. If no tracking is used, we don’t guarantee that we will receive your returned item.

    We reserve the right to change our return and refund policy at any time without notice. 

     

    Need help?

    Contact us at returns@ocemida.com for questions related to refunds and returns.