At Atvelin, we are dedicated to solving the hard water crisis for renters everywhere. To ensure we can provide the PureStream Defense Kit at the best possible value, our policy focuses on delivery excellence and product integrity.
We stand behind the quality of our kits. A refund or a free re-delivery will be issued if:
The Wrong Item is Sent: If you receive a product different from what you ordered.
Lost in Transit: If your package is lost and shows no tracking updates for more than 15 calendar days.
Damaged on Arrival: If your kit arrives broken or defective.
To ensure a swift resolution, please follow these steps:
Timeframe: Damaged items must be reported within 3 days of delivery.
Evidence: Please email our support team with your order number and clear photos/videos of the damage or the incorrect item received.
Verification: Once verified, we will arrange for a replacement to be sent immediately or issue a full refund to your original payment method.
Because our systems are hygiene-based and involve water filtration, we cannot offer refunds or returns in the following instances:
Customer Preference: We do not offer refunds if a customer "dislikes" the product or does not see the desired aesthetic results, as individual hair and skin reactions vary.
Cancellations: Once an order has been processed and shipped, it cannot be cancelled or refunded.
Delivery Failures: We are not responsible for failed deliveries due to an incorrect address provided at checkout or if the recipient is unreachable by the local courier.
Proof of Operation: Please note that a darkening PP Cotton Wand is proof the system is successfully trapping rust and sediment; this is a sign of effective operation, not a defect.
To protect your home and your kit, we explicitly advise against:
Electric Showers: Do not use with low-kW electric showers, as this can cause pressure issues and may void your eligibility for a damage claim.
Physical Mishandling: Damage caused by dropping the unit onto hard surfaces is not covered under our manufacturing guarantee.
Once a refund is approved, it is processed immediately. Please allow 7-10 business days for the funds to appear in your account, depending on your bank's processing times.