An In Depth Look At Hydroviv's Policies

Hydroviv's Policies: Last Update January 2024

Plain English Summary:

SHIPPING & TURNAROUND POLICY: Hydroviv's products are made-to-order. New orders typically ship within 2-4 business days of order receipt. If we have a backlog, we will let you know.

SUBSCRIPTIONS

Customers may enroll in a subscription for cartridges at time of initial order or at any time later on Hydroviv.com.
Customers enrolling in subscriptions agree to be automatically charged and shipped for Hydroviv cartridges at the cadence set in the Accounts portal.
Subscription orders and delivery cadence may be updated or cancelled at any time by the Customer from your Account portal, accessible from the navigation menu on Hydroviv.com.
Subscribers will be notified by email 5 calendar days before an order is created that a subscription will activate and the credit card on file will be automatically billed.
Customers must cancel or change subscription orders from the Account portal prior to order creation to prevent charges; failure to do so will result in an order being automatically fulfilled and charges authorized on the payment method of record with Hydroviv.
Customers acknowledge that messaging Hydroviv via chat, email, or phone to update subscription settings will not result in a completed subscription change until changes are visible to the customer in the Account portal, and that orders or charges may still occur if the account does not display changes.
Subscription orders cancelled or modified after a credit card is charged may be in transit and are subject to restocking fees per our Returns/Refunds section.

RETURNS/REFUNDS:

A return authorization must be requested from our customer service team within 90 days of delivery. To request a return authorization, please contact Customer Service at hello@hydroviv.com. Returns sent without an associated authorization are not eligible for a refund.
You must return the product to Hydroviv to receive a refund. Returned Product(s) must be in good physical condition (not physically broken or damaged). The address to ship returned merchandise to is:

Hydroviv (Attn Returns)
6001 S. 35th St.
Suite D
McAllen, TX 78503-8888
Only full systems are eligible for returns. Replacement parts and/or components are not eligible for a return.
Used replacement cartridges are not eligible for return.
You are responsible for and must handle all return shipping charges. You assume the risk of loss or damage to the returned Product(s) while in transit back to Hydroviv. We recommend insuring the purchase. Shipping and handling charges, gift wrap fees, and taxes paid for/in association with returned items are not refundable.
If the system was purchased as part of a bundle from Hydroviv's website, the filter system cost (Purchase Price will be calculated by the retail cost of the system at the time of purchase, minus discounts/promo codes to the purchase).

QUESTIONS? Contact us at hello@hydroviv.com. We are here for you.

Details Of Our Policy:

All Hydroviv Policies ("Policy") applies to purchases of Hydroviv products made by consumers from Hydroviv, LLC. ("Hydroviv") and visitors to this website (“Site”). By using this “Site” and/or purchasing any product (“Product”) from Hydroviv you agree to this Policy. This Site is controlled by Hydroviv from its locations in Washington, DC, USA and Knoxville, TN, USA. It may be accessed from any state as well as other countries. Because laws may differ, by accessing this Site, you agree that the laws of Washington DC will apply to all matters arising out of use of this Site. This Policy represents the only agreement between Hydroviv and the consumer regarding the use of this site for any purpose

90 DAY GUARANTEE & LIFETIME WARRANTY FOR ALL PRODUCTS

All Hydroviv Policies ("Policy") applies to purchases of Hydroviv products made by consumers from Hydroviv, LLC. ("Hydroviv") and visitors to this website (“Site”). By using this “Site” and/or purchasing any product (“Product”) from Hydroviv you agree to this Policy. This Site is controlled by Hydroviv from its location in Knoxville, TN USA. It may be accessed from any state as well as other countries. Because laws may differ, by accessing this Site, you agree that the laws of Knoxville, TN USA. will apply to all matters arising out of use of this Site. This Policy represents the only agreement between Hydroviv and the consumer regarding the use of this site for any purpose

90 DAY GUARANTEE & LIFETIME WARRANTY FOR ALL PRODUCTS

If you are unsatisfied with your purchase from Hydroviv for any reason, you have 90 days from the date the product was delivered to request a return authorization.

To qualify for a refund, all the following conditions, terms, and conditions must be met:

A return authorization must be requested from our customer service team within 90 days of delivery. To request a return authorization, please contact Customer Service at hello@hydroviv.com.
If the system was purchased as part of an Installed Package from Hydroviv's website, the filter system cost (calculated by the retail cost of the system at time of purchase, minus discounts/promo codes to the purchase). Installation charges are not refundable, and the customer is responsible for disconnecting the system for return.
You must return the Product to Hydroviv to receive a refund. Returned Product(s) must be in good physical condition (not physically broken or damaged).
Shipping and handling charges, gift wrap fees, and taxes paid for returns are not refundable.
You are responsible for and must prepay all return shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to Hydroviv. We recommend insuring the shipment.
ALL refunds are in Hydroviv’s sole discretion and are subject to a restocking fee as described hereinabove.

In addition to our 90-day guarantee, Hydroviv products are covered by a one-year Manufacturer's Limited Warranty against defects in materials and workmanship. Hydroviv reserves the right to deny your warranty or other claim if it is found that the product was improperly installed, damaged, modified or abused.

Hydroviv does not reimburse customers for other expenses incurred, such as but not limited to installation and setup fees, damages caused by product, professional services, or legal fees, and will not respond to requests for such.
ALL refunds are at Hydroviv’s sole discretion. All returned products WILL be carefully analyzed to determine if it has been used, abused, modified or damaged in any way, either damaged during installation, or operated under improper conditions. Any refund determined to be due will be issued at the conclusion of the analysis. Misapplication of the product, damage from overpressure, water pressure spikes, freeze damage, improper water conditions, and installation damage do not qualify for a refund.

Subscription Terms Of Service

"Hydroviv" provides a replacement subscription service. By subscribing to our service, you have confirmed that you accept our Terms of Service. Your subscription will automatically renew on a recurring basis at which time your provided payment method will be charged automatically for the subscription products until you cancel your subscription. Taxes and shipping fees may apply. You may cancel your subscription at any time from the Subscriptions section of your account.

DISCLAIMER OF LIABILITY FOR ALL PRODUCTS AND INSTALLATION SERVICES

For all products and services: Hydroviv is not responsible or financially liable for any water damage, property damage, or personal injury, direct or indirect, that may occur from normal and correct use of the products we sell, catastrophic failure of the products we sell, failure to properly connect the units to the water supply lines, and/or failure to understand and observe the proper water pressure ratings and requirements for these units. Use, install, and monitor all of our products solely at your own risk. Do not expose any of these units to freezing temperatures (<33 degrees Fahrenheit) or direct sunlight (UV rays).

In all circumstances, HYDROVIV's maximum liability is limited to the purchase price of the product(s) sold.

Hydroviv has no liability toward any plumbing fees or bills nor any or all plumbing work and connecting these units to the water supply is done at your own risk.
Always check all connections for leaks periodically. Hydroviv is not responsible for any leaks or water damage.
For all Hydroviv products, the determination of product suitability, application use of the product, and the fitness of a product for a particular purpose is the sole responsibility of the buyer.

WATER QUALITY ASSESSMENTS

The information and/or water report used to make product recommendations is believed to be accurate to the best knowledge of HYDROVIV. and is based on publicly available information and/or private data obtained from water quality tests. The information provided relates only to the specific product recommended. Hydroviv assumes no legal responsibility for use of or reliance upon the information provided.

Assessment Disclaimer: All information, product claims, and statements are made in good faith and believed to be true, and are offered for your evaluation and verification only. For all Hydroviv products, the determination of suitability, application use, and fitness for a particular purpose is the sole responsibility of the buyer.

RECOMMENDED ROUTINE MAINTENANCE

For homes with very high or fluctuating water pressure, we recommend installing a pressure-reducing valve before the under sink drinking water purification systems system. This will reduce the water pressure flow to the system and will prevent water pressure spikes, water hammering, and excessive water pressure build-up. The recommended operating water pressure range is 30-80 psi.
For added safety, customers can purchase a leak-detecting valve or leak detector.
HYDROVIV point-of-use systems should be periodically cleaned inside the cartridge housings with a clean damp cloth. Some customers may experience build-up or film located on the outside of the cartridge. This can vary based on existing water conditions and represents items being trapped by the cartridge and removed from the water.
We recommend periodically cleaning debris from faucet aerators

O-ring Inspection and Replacement:

Regularly check the O-ring used in the system for any signs of wear, damage, or degradation. The O-ring is typically located in the cartridge housing. If you notice any cracks, tears, or deterioration in the O-ring, it should be replaced promptly. Contact Hydroviv for further guidance on obtaining and installing a replacement O-ring.

WEBSITE & PRIVACY

You must be 18 years old to use this site.
Everything on the website is copyrighted by Hydroviv, unless otherwise noted.
Hydroviv takes reasonable measures designed to prevent unauthorized intrusion to the Site and the alteration, acquisition or misuse of personal information. Hydroviv cautions consumers and visitors to this Site, however, that no network is entirely secure. Accordingly, Hydroviv cannot be responsible for loss, corruption or unauthorized acquisition of personal information furnished to this Site and/or stored by us, or for any damages resulting from such loss, corruption or unauthorized acquisition.
Hydroviv takes reasonable steps to ensure that the information on the website is accurate and updated, but mistakes do happen. Accordingly, Hydroviv is not responsible inaccurate information on the website.

WHAT DATA DOES OUR WEBSITE COLLECT?

We may collect the following categories of information on our website and use them for the purposes explained below.

Website activity: Data about your browsing activity on our website
Device and browser information: Technical information about the device or browser you use to access our website. For example, your device's IP address, and (in the case of mobile devices) your device type and mobile device's unique identifier such as the Apple IDFA or Android Advertising ID.
Contact Information: If you choose to provide your name, email address or phone number
Account Information: If you open a account, we will collect your username and a password and other information to necessary to open and access your account
Customer Service Information: Information you may provide to customer service
Financial Information: Credit card number or other payment account information. This information is collected directly by our payments processors and is not stored at Hydroviv.
Third party information: We may collect additional information about you from third party sources where we have the rights to do so.
The website uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.

We use this data to:

provide services and customer support
collect fees and troubleshoot problems
prevent potential fraud and enforce our Terms of Service
customize, measure, and improve our website and services
deliver targeted marketing to you
contact you by email or phone about your account or our services including to market our services to you

DATA SHARING

We take your privacy very seriously, and will never sell your personally identifiable information. We will only disclose your personally identifiable information under the following scenarios:

Companies we contract with who help with critical parts of our business operations have access to our website’s back end. Examples of the types of 3rd parties with access to our website include: web developers, lawyers, and accountants. We require that our service providers only use your information in connection with the services they perform for us.
In connection with legal proceedings: When we are under a legal obligation to do so, for example to comply with a binding order of a court, or where disclosure is necessary to exercise, establish or defend the legal rights of Hydroviv.
In connection with a sale of our business: If a third party acquires some or all of our business or assets, we may disclose your information in connection with the sale.
The personally identifiable information that you provide to us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. We also use Pixel Tags to collect additional information regarding your browsing experience. This information will be used to make our future marketing efforts more efficient and to provide you with a more relevant and timely brand and shopping experience. This information may also be shared with our third party service providers that assist us with our marketing efforts and with other marketers whose products or services we feel may be of interest to you. If you prefer that we do not share your name and address with other marketers, please email us at hello@hydroviv.com
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.

COOKIES

The Hydroviv website uses cookies, tracking pixels and related technologies. Cookies are small data files that are served by our platform and stored on your device. Our site uses cookies dropped by us or third parties for a variety of purposes including to operate and personalize the website. Also, cookies may also be used to track how you use the site to target ads to you on other websites.

OPTING OUT

We recognize how important your online privacy is to you, so we offer the following options for controlling the targeted ads you receive and how we use your data:

You can opt-out of receiving targeted ads served by us: You can opt out of receiving targeted ads served by us or on our behalf by clicking on the blue icon in the corner of the ads we serve. Please note that, if you delete your cookies or upgrade your browser after having opted out, you will need to opt out again. Further, if you use multiple browsers or devices you will need to execute this opt out on each browser or device. If you opt-out we may collect some data about your online activity for operational purposes (such as fraud prevention) but it won't be used by us for the purpose of targeting ads to you.
You can opt-out of receiving targeted ads served by us or other advertising companies: You may use the NAI opt out tool here, which will allow you to opt out of seeing targeted ads from us and from other NAI approved member companies.
We also comply with the Self-Regulatory Principles for Online Behavioral Advertising as managed by the Digital Advertising Alliance (DAA). You may opt out of receiving targeted ads from other companies that perform ad targeting services, including some that we may work with as Advertising Partners via the DAA website here.
We also comply with the Canadian Self-regulatory Principles for Online Behavioral Advertising as managed by the Digital Advertising Alliance of Canada (DAAC). You may opt out of receiving targeted ads from other companies that perform ad targeting services, including some that we may work with as Advertising Partners via the DAAC website here.
We also adhere to the European Interactive Advertising Digital Alliance (EDAA) guidelines for online advertising and you may opt out via their Your Online Choices website.
Please note that when using the ad industry opt-out tools described above:

If you opt-out we may still collect some data about your online activity for operational purposes (such as fraud prevention) but it won't be used by us for the purpose of targeting ads to you.
If you use multiple browsers or devices you may need to execute this opt out on each browser or device.
Other ad companies’ opt-outs may function differently than our opt-out.

You can request that we stop email marketing to you. You can use the unsubscribe link in our marketing emails or contact hello@hydroviv.com.

DATA RETENTION

Identifiable information about you is held no longer than necessary for our business purposes or to meet legal requirements.

SECURITY

We apply technical, administrative and organizational security measures to protect the data we collect against accidental or unlawful destruction and loss, alteration, unauthorized disclosure or access, in particular where the processing involves the transmission of data over a network, and against other unlawful forms of processing.

ACCESSIBILITY

eAccessibility Statement

Hydroviv, LLC (“Hydroviv”, “us”, “we”, “our”) is a leading manufacturer of water filtration products and operates a website at www.hydroviv.com (“the Website”).

We are dedicated to ensuring our Website is accessible to as many visitors as possible regardless of their ability or technology. We have an active commitment to increasing the accessibility of the Website and it is currently undergoing accessibility remediation.

Our ongoing accessibility and remediation efforts work toward conforming the Website to the Web Content Accessibility Guidelines (WCAG) version 2.1, level AA criteria where possible and reasonable. See, https://www.w3.org/TR/WCAG21/.

While we strive to provide an accessible experience for all users, we acknowledge that some limitations may exist. These limitations may result from legacy content, or may be a result of factors beyond our control or knowledge, third-party integrations or content, or technical constraints. We are committed to minimizing these limitations and we welcome your feedback to help us improve.

To access and use our Website optimally, we recommend using the latest versions of popular web browsers, such as Google Chrome, Mozilla Firefox, Apple Safari, or Microsoft Edge. Please refer to your browser for guidance regarding how best to customize your settings for accessibility purposes.

Our Website is periodically checked to ensure its coility and functionality in various environments. We strive to provide a consistent experience across different platforms and screen sizes.

We appreciate your support and feedback as we work towards enhancing the accessibility of our Website. Your feedback is invaluable in helping us improve and provide an inclusive online experience for everyone.

If you encounter any difficulties viewing or navigating the content on the Website or wish to submit your feedback regarding the accessibility of our Website, please email our team at hello@hydroviv.com with “Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. Alternatively, you may call us at 1.800.676.9312 (Monday – Friday 10:00AM-6:00PM EST).

We value your input and will make every effort to address any issues promptly. Please note that any feedback submitted by you will be handled in accordance with our Policies.

CHANGES TO POLICIES

Hydroviv reserves the right, at its sole discretion, to change, modify, add, or remove portions of this Policy, at any time. It is your responsibility to check this Policy periodically for changes.

QUESTIONS? CONCERNS?

Questions regarding policies should be directed to hello@hydroviv.com, or by sending mail the following physical mailing address:

Hydroviv, LLC
6001 S. 35th St.
Suite D
McAllen, TX 78503-8888