Refund policy
Last updated: September 21, 2026
Our Satisfaction Guarantee
Hard Water Hero products are made to solve real problems, and we stand behind them.
If you purchased a product directly from Hard Water Hero, used it as directed, and are not satisfied with the results, contact us within 30 days of delivery. Our Customer Support team will take the time to understand your experience and work with you toward an appropriate solution.
Depending on the circumstances, we may provide application guidance, send a replacement, recommend a product better suited to your situation, or issue a refund. For refunds based on product satisfaction, original shipping charges are not refundable. See the Refunds section below for details and exceptions.
Requesting Assistance, a Replacement, or a Refund
Email support@hardwaterhero.shop within 30 days of receiving your order. Please include:
- Your name and order number
- The product you used
- What you were trying to address
- How you applied the product
- What happened after application
- Photos, when helpful
These details help our product specialists understand your situation and determine the best way to help.
Physical Returns
Please do not mail a product back unless our Customer Support team provides return instructions.
Because our products are consumable liquid cleaners, we generally do not require customers to return opened or used products or their packaging.
Refunds
Once a refund is approved, we will refund the amount paid for the affected product and applicable product taxes to the original payment method. Original shipping charges are not refundable for product satisfaction requests.
We will refund original shipping charges if an order arrives damaged, leaking, incomplete, or incorrect and we approve a refund for that issue. We will also refund shipping when required by law or when our team confirms otherwise.
We will issue an approved refund within 10 business days. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since approval and you have not received it, contact us at support@hardwaterhero.shop.
Replacements and Product Support
In some situations, adjusting the dosage, treatment time, or application method may resolve the issue. Our team may offer personalized instructions or a complimentary replacement so you can try the recommended application.
When another Hard Water Hero product is better suited to your situation, we may offer an exchange or replacement at no additional product or shipping cost.
We will explain the available options and work with you to determine the most appropriate resolution.
Damaged, Leaking, Incomplete, or Incorrect Orders
If your order arrives damaged, leaking, incomplete, or incorrect, contact us at support@hardwaterhero.shop.
Please include your order number and a photo of the product and packaging, if possible. We’ll review the issue and arrange a replacement or refund as quickly as possible. If we approve a refund for one of these issues, it will include the original shipping charge.
Order Cancellations
Contact us as soon as possible if you need to cancel an order. We will make every reasonable effort to stop an order that has not entered processing or shipment.
Once an order has been processed or shipped, it may no longer be possible to cancel it. If we are able to cancel an order before shipment, we will refund the amount paid for that order, including shipping.
Subscriptions
Subscriptions may be canceled at any time through your customer account or by emailing support@hardwaterhero.shop.
Cancellation prevents future subscription renewals, charges, and shipments. It does not automatically cancel or refund an order that was processed before the cancellation request was received.
If a subscription order has recently processed, contact us as soon as possible and we will determine whether it can still be stopped.
Purchases From Other Retailers
This policy applies to purchases made directly through hardwaterhero.shop.
Purchases made through another retailer, marketplace, or authorized seller are generally subject to that seller’s refund policy. Our Customer Support team is still available to help with product selection and application questions.
Exceptions
- Gift cards are nonrefundable except where required by law.
- Discounted and promotional products remain covered unless clearly marked “final sale” before purchase.
- Custom, bulk, distributor, and wholesale orders are handled according to their applicable sales agreement or on a case-by-case basis.
- We reserve the right to limit or deny requests involving suspected fraud, policy abuse, repeated claims, improper use, or use that conflicts with product directions.
Questions?
We’re here to help. Contact Hard Water Hero Customer Support at support@hardwaterhero.shop.