Return and Refund Policy

Return, Refund & Warranty Policy

Last Updated: November 9, 2024

📦 Easy Returns & Refunds

We want you to love your Ocemida product. If you're not fully satisfied, you may request a return within 60 days of delivery.

  • Hydrogen water generators (Nexis, Omni, Zeta): Contact support@ocemida.com within 60 days of delivery. Complete a brief satisfaction survey, and we'll process your refund - no need to ship the device back.

  • Accessories and consumables: Some items have a 30-day return window and must be returned unused in original packaging. See individual product pages for details.

This policy applies to all orders shipped within the USA and Canada, including orders placed through Amazon where Ocemida is the seller of record.

The 60-day satisfaction guarantee is limited to one claim per customer per 12-month period and cannot be combined with a warranty claim on the same device. It does not apply to products purchased from unauthorized resellers.

🚫 Items That Can't Be Returned

To protect product integrity and hygiene, the following items are non-returnable once opened or used:

  • Water filters, reagent drops, nasal cannulas, or test strips

  • Gift cards

  • Products marked "Final Sale" or discounted 20% or more

  • Shipping or customs charges

  • Opened replacement bottles or accessories

💰 Refunds & Processing

  • Refunds are processed within 5–10 business days after your return is approved (or after we receive and inspect a returned accessory or consumable).

  • You'll receive the refund to your original payment method or as store credit if you request it.

  • No restocking fees on unused products returned in unopened condition within 60 days.

  • For all returns, order cancellations, and satisfaction guarantee refunds, a 10% processing fee may apply to cover payment processor costs, sanitization and recycling.

  • Shipping costs (both ways) are non-refundable for all returns returns. For warranty-covered defects on hydrogen water generators, see our Lifetime Warranty page for shipping coverage details.

If 15 business days pass after your refund approval and you haven't received your funds, please email support@ocemida.com - we'll make it right promptly.

🧴 How to Return a Product

For satisfaction guarantee refunds on hydrogen water generators (within 60 days): You do not need to return the device. Contact support@ocemida.com, complete the satisfaction survey, and your refund will be processed.

For warranty claims or accessory returns that require shipping:

  1. Disinfect the bottle using white vinegar or Ocemida cleaning solution (let sit for 30 min, then rinse with distilled water).

  2. Secure the membrane protection plug - returns without it cannot be accepted.

  3. Wipe dry and place the unit in its original packaging.

  4. Use a trackable shipping method for added peace of mind.

🔁 Warranty Coverage

Our products are built to last, and your purchase is protected by a minimum 1-year warranty.

Product Type

Coverage

Most products

1 Year Warranty

Select models

Lifetime Warranty (see product or warranty page)

Batteries, electronics

1 Year Warranty


What's Covered:

  • Charging or battery failure (within coverage period)

  • Leaking or component separation

Important: To be eligible for warranty service, your product must be registered at ocemida.com/warranty-activation within 30 days of purchase. Unregistered devices are not eligible for warranty coverage. See our Lifetime Warranty page for full details.

How It Works:

  1. Register your product at ocemida.com/warranty-activation within 30 days of purchase (if you haven't already).

  2. Log into your account → View Orders → Select item

  3. Request a warranty return label

  4. Once received, we'll inspect your product within 1–2 business days and ship your repaired or replacement unit within 1–3 business days.

    You'll receive a tracking number as soon as it's on its way.

    Our Battery Longevity Commitment

    At Ocemida, we believe a "Lifetime Warranty" should be backed by a lifetime of practical support. While our high-performance Lithium-Ion cells are engineered for hundreds of cycles, we recognize that batteries are a consumable component of any advanced electronic device. To ensure your Queen or Omni series remains a permanent fixture in your wellness routine, we've designed our units with User-Serviceable Integrity. Unlike sealed "disposable" competitors, Ocemida devices are built to be opened. If your battery performance declines, we offer three streamlined paths to power back up:

    1. The "Right to Repair" DIY Option (Post-Warranty)

    If you are out of your 1-year battery warranty period, you don't need to ship your device across the country.

    • The Kit: We will mail you an Official Ocemida Replacement Battery Kit for a flat fee of $39.00.

    • The Process: Our units are secured by four standard screws. If you can handle a screwdriver, you can swap your battery in under five minutes. No soldering, no proprietary glue, and no expensive labor fees.

      A video tutorial is available upon request.

    2. The "Express Service" Credit (Under Warranty)

    If your battery fails within the 1-year warranty period and you are "handy" enough to perform the swap yourself, we want to reward your initiative.

    • The Offer: We will ship your replacement battery for free, and upon confirmation of the repair, we will issue a $25 store credit to your account.

    • The Benefit: This eliminates the 10–14 day wait time for round-trip shipping and professional servicing, getting you back to peak hydrogen levels instantly while giving you a bonus toward your next purchase.

    3. Full-Service White Glove Repair

    For those who prefer a professional touch, our technicians are always available.

    • The Service: Simply mail your device to our service center. We will perform a full diagnostic, replace the battery, and pressure-test your PEM membrane seals to ensure factory-spec performance before shipping it back to you.

    [!TIP] Sustainable Hydration By choosing the DIY repair option, you help Ocemida reduce the carbon footprint associated with shipping and keep unnecessary electronic waste out of landfills.

1️⃣ Ocemida Products Sold on Amazon

  • Extended Return Window: While Amazon provides 30-day returns through their platform, Ocemida extends the satisfaction guarantee to 60 days for eligible products. Contact support@ocemida.com to initiate.

  • Warranty Coverage: Products purchased through Amazon where Ocemida is the seller of record are covered under the Ocemida Lifetime Limited Warranty. Products purchased from third-party sellers on Amazon are not eligible for warranty coverage.

  • Condition: Items returned as accessories or consumables should be clean and in their original packaging.

 

🚫 Customs or Delivery Refusals

  • If you refuse delivery due to customs fees, your refund will exclude original and return shipping costs and the 3% merchant fees.

  • Please track your shipment — unclaimed or refused deliveries will incur only minimal shipping deductions; no penalty fee if promptly resolved.

🛑 Exclusions

Our warranty and return policies don't cover:

  • Incorrect or incomplete shipping addresses

  • Carrier or customs delays

  • Packages lost after confirmed delivery

  • Unfulfilled pre-orders or production backlog delays

📦 Returning High-Value Items

For returns valued over $100 USD, please use a trackable and insured shipping service.

We cannot replace items lost in transit without proof of delivery.

💬 Need Help Fast?

We're here to help — just email support@ocemida.com.

Our support team typically replies within a few hours on business days.