Return, Refund &
Warranty Policy

1.1 Unopened & Unused Devices

A return may be accepted if the device is returned within 15 days of delivery, provided all of the following conditions are met:

• The device has never been powered on or used
• The product remains in its original, sealed packaging
• All included accessories, documentation, and components are present
• The device and packaging show no signs of damage

Important: Returns that do not meet all of the above criteria will not be accepted. A 20% fee applies to all approved returns to cover shipping, inspection, sanitization, and restocking costs.

1.2 Opened Packaging — Restocking Fee

If the packaging has been opened but the device has not been powered on or used, a 20% restocking fee will apply to any approved return. This fee covers inspection, testing, and preparation for resale.

1.3 Used Devices — No Returns

A refund may be issued under the following specific circumstances:

• Order cancelled within 24 hours of purchase — payment processor fees will be deducted
• Order cancelled within 7 days of purchase (before shipment) — a 10% administration fee applies
• Incorrect item was shipped — full refund or replacement at no cost
• Device arrived severely damaged, verified by unboxing photos or video
• Unused device returned within 15 days in original sealed packaging — 20% fee applies
• No refund on used machines under any circumstances
• No refund on orders cancelled more than 7 days after purchase

Every Pure HydroGen Pro B1500 includes an industry-leading 1.5-year manufacturer's warranty — significantly longer than the standard 1-year warranty offered by most competitors. This warranty covers defects in materials and workmanship under normal use conditions from the date of delivery.

Under our warranty, if your machine experiences a covered defect within the warranty period, we will exchange it for a replacement unit at no additional cost to you. We stand behind the quality of every machine we ship.

What the warranty covers:

• Manufacturing defects in the PEM membrane, electrolysis cell, or electronic components
• Failure to generate hydrogen at rated purity under normal operating conditions
• Display or control panel malfunctions not caused by user damage

What the warranty does not cover:

• Damage caused by use of non-distilled water (tap, filtered, RO, or spring water)
• Physical damage from drops, impacts, or improper storage
• Damage resulting from use outside of specified operating conditions
• Normal wear and tear on consumable components (cannulas, tubing)

To initiate a warranty claim, contact our support team at [email protected] with your order number, a description of the issue, and supporting photos or video.

Purchases made during promotional offers, limited-time sales, or special pricing events are governed by the specific terms presented at the time of the offer. The standard return policy applies only where the purchase fully complies with all stated promotional terms.

Any customer request to modify promotional order terms — including expedited processing, priority shipping, or delivery outside stated timelines — constitutes a Custom Fulfillment Order. All custom fulfillment orders are final sale, non-cancellable, and non-refundable.

By completing a purchase, the customer agrees to resolve any concerns directly with Pure HydroGen Pro before initiating any chargeback, dispute, or payment reversal with their financial institution.

Initiating a chargeback in contradiction of this policy — particularly for used devices or orders that fall outside the return eligibility window — constitutes a breach of these terms. All supporting documentation, including order records, communications, and this policy, will be submitted as evidence in any dispute proceedings.

We are committed to resolving all genuine concerns fairly and promptly. Please contact us first — we want to make it right.