Our refund and exchange policy lasts 14 days (after delivery). If 14 days have passed since your purchase, we can’t offer you a full refund or exchange (except for Phoenix Gravity Water Filter systems, see warranty section)

To be eligible for a return and/or refund, your waterfilter and/or accessoires must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, please contact us via the contact form. This way we can confirm your purchase is eligible for return and subsequently we will provide you with a pre-paid shipping label (DPD/CTT). With this label you can ship the product free of charge from your local post office.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

There are certain situations where no refunds are granted:

  • Any item that is returned more than 14 days after delivery (no exceptions).

For more information regarding your consumer rights, you may obtain more information from the European Consumer Centres Network


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five workingdays.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. The refund is always reversed towards the account which was used to make the initial payment.

Contact your credit card company if you used this payment method, it may take some time before your refund is officially processed.

Next contact your bank. There is often some processing time before a refund is processed.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@filtroagua.pt


We only replace items if they are defective or damaged (due to shipping or the manufacturing process). If you need to exchange it for the same item, send us an email at info@filtroagua.pt and we will help to solve your problem.

Returning a product

To return your product, please contact us via the contact form. We will provide you with return instructions.

Need help?

Contact us at info@filtroagua.pt for questions related to refunds and returns.