ALKAVIVA WORRY-FREE RETURN/ WARRANTY POLICY
AlkaViva only offers top quality products. As the oldest water ionizer company outside Asia and with an A+ rating from the Better Business Bureau, we also strive to provide excellent customer service.
Our ionizers have the lowest return rate in the industry (<0.5% return rate).
We have dedicated, WQA certified, technical staff to help you with issues around water quality etc.
A large percentage of technical issues are resolved over the phone.
If you do need to send in your ionizer, we provide a 2-day turn-around from receipt of ionizer.
We ARE HUMAN so when on the rare occasion something goes wrong or if for some reason you need to return a product, the following is our policy:
We invite you to try out our incredible, life-changing electric ionizers. We are so sure that you will be satisfied that we offer you a 60* day money back guarantee. If at any time in the first 60 days you wish to return your ionizer, we will give you a full refund (less 15% restocking fee) as long as your electric ionizer is returned in as new condition and in its original packing.
What you need to know...
Many other ionizer companies try to appear transparent about their warranty. Most are not. Many state “unlimited” and then bury "Warranty Maintenance" conditions such as required cleaning or replacement of external filter housings…annually. Who does that? You certainly do not need to with our products. Another company uses terms like “performance issues” which excludes leaking units etc. You can rest assured you have a truly transparent warranty with AlkaViva. We are 100% clear about our terms. We have a 15-year history and the longest BBB Accreditation and A+ rating to back it up. So here it is; our very clearly spelled out warranty.
As new condition means that the electric ionizer is not scratched, damaged or broken in any way and is returned in proper working order in the original box with all the hoses, connectors, parts, manual, DVD, etc. If you have NOT used the ionizer, and NOT opened the box, you can return the ionizer within 30 days of purchase for a full refund. The original shipping charges will not be refunded and return shipping charges must be prepaid by the purchaser.
The AlkaViva Invitation - Non-electric ionizers
(elita US, elita CT and elita Pure)
For non-electric ionizers (elita US, elita CT and elita Pure), we offer a 30 day money back guarantee. If at any time in the first 30 days you wish to return your non-electric ionizer, we will give you a full refund (less 15% restocking fee) as long as your non-electric ionizer is returned in as new condition and in its original packing. As new condition means that the ionizer is not scratched, damaged or broken in any way and is returned in proper working order in the original box. If you have NOT used the ionizer, and NOT opened the box, you can return the ionizer within 30 days of purchase for a full refund. (Refunds are made once the unit is received and inspected.) The original shipping charges will not be refunded and return shipping charges must be prepaid by the purchaser. All requests for warranty service must be accompanied by a valid sales receipt.
Our electric ionizers have the lowest return rate in the industry. If something does go wrong with your electric ionizer, you can be confident with your AlkaViva Lifetime Warranty (Limited) and our top-notch customer service. This warranty applies to all AlkaViva electric ionizers purchased AFTER August 2009. (Please refer to your individual warranty card for purchases prior to September 2009).
Your AlkaViva warranty details are as follows:
Note: Warranty does not apply if the ionizer has been used for selling or vending water commercially. If a commercial warranty is required, please contact Customer Service.
The warranty on AlkaViva electric ionizers begins on the original purchase date. If warranty details are not received by AlkaViva within 30 days, then the warranty is limited to 1 (one) year. The AlkaViva Lifetime Warranty covers all electric ionizer parts (not accessories) and 100% of labor costs in the first 5 years. After the first 5 years, the purchaser is responsible for any labor costs. In no event shall AlkaViva or its dealers be liable for any direct, indirect, incidental or special consequential damages to property whatsoever, arising from use of its products with improperly treated or untreated hard water.
AlkaViva will cover all shipping costs for any return under warranty in the first 30 days. After that date, the purchaser is responsible for all shipping. Items that have not been assigned an RMA number will not be accepted. The warranty expressly excludes environmental damage including (but not limited to) mineral build-up due to hard water or high levels of iron, poor source water quality, infestation, or electrical surges. Warranty is also excluded if non-genuine filters (sold by other than anyone other than an authorized AlkaViva Dealer) are used in an ionizer. Any authorized site will state clearly that they are an “Authorized AlkaViva Distributor.” Non-genuine filters have been shown to not only impair performance, but also to leak out media that has and can damage ionizers. AlkaViva is not responsible for any shipping costs on repairs outside of the United States, Puerto Rico, Guam, and Canada.
Limited Lifetime Warranty is valid for the life-cycle of each ionizer as long as parts are still being manufactured and/or available, but not discontinued. AlkaViva reserves the right to substitute, discontinue, alter or modify any product or part thereof, at any time, without prior notice. Warranty is voided if repairs are made by anyone other than an AlkaViva repair technician.
To fill out your warranty form on-line please go Here (warranty needs to be completed within 30 days of purchase).
The warranty on the AlkaViva elita products is for 3 years and begins on the original purchase date. The AlkaViva elita warranty covers all parts and 100% of labor costs due to manufacturing defects only. Customer is responsible for shipping costs both ways unless unit is bad out of the box and returned within 30 days of purchase. The warranty expressly excludes damage caused by environmental factors including (but not limited to) mineral build-up due to hard water or high levels of iron or poor source water quality. No need to register your elita for warranty as proof of purchase is sufficient.
The warranty on the AlkaViva Perfect Pitcher is for 1 year and begins on the original purchase date. The AlkaViva Perfect Pitcher warranty covers all parts and 100% of labor costs due to manufacturing defects only. Customer is responsible for shipping costs both ways unless unit is bad out of the box and returned within 30 days of purchase. The warranty expressly excludes damage caused by environmental factors including (but not limited to) mineral build-up due to hard water or high levels of iron or poor source water quality.
The warranty on your Hydrogen Water Generator begins on the original purchase date. The warranty covers all parts (not accessories such as diverter, adapters, etc) and 100% of labor costs for 3 years. After the first 3 years, the purchaser is responsible for any labor costs. The warranty covers any defect in materials and manufacture. Damage caused by misuse, neglect, improper installation, mishandling and/or environmental factors, including (but not limited to) mineral build-up due to hard water or high levels of iron, poor source water quality, infestation, or electrical surges are expressly excluded. Repair or replacement will be at the final discretion of AlkaViva. AlkaViva will cover all shipping costs for any return under warranty in the first 30 days. After that date, the purchaser is responsible for all shipping costs. Items that have not been assigned an SA (Service Authorization) number will not be accepted.
This warranty is valid for the life-cycle of each hydrogen water generator as long as parts are still being manufactured and/or available, but not discontinued. AlkaViva reserves the right to substitute, discontinue, alter or modify any product or part thereof, at any time, without prior notice. Warranty is voided if repairs are made by anyone other than an AlkaViva repair technician. It is a condition of the three-year warranty (limited) that you agree to replace the filter cartridges no less than every 12 months. Failure to do so or the use of any filters other than those supplied by AlkaViva or its authorized dealers will void your warranty.
Limits and Exclusions: There are no express warranties except as listed above. The warrantor is not responsible for incidental or consequential damage, for damages arising from the use of any unauthorized attachment, or for damages resulting from the use of the product with a defective water faucet. This warranty does not cover the cost of needed repairs due to customer neglect or by failure to stop mineral build-up including (but not limited to) calcium/iron in hard water areas. If using untreated well water, it is always the customer's responsibility to pre-treat so it is safe and suitable for use with an ionizer. All express and implied warranties, including the warranties of merchantability and fitness for particular purpose, are limited to the applicable warranty period. Repair and/or replacement will be at the final discretion of AlkaViva.
UltraHome Salt-Free Whole Home System
Limited Lifetime Warranty on Salt-free Softeners
AlkaViva warrants to the end user (“customer”) that its tanks, valves, in/out heads, bypass’s, fittings, conditioning media and housings (“Covered Items”) in the Salt-free Softener will be free from defects in material and workmanship under normal use and service for the life of the system. No warranty is made with respect to defects or damaged due to neglect, misuse, alterations, accident, misapplication, physical damage, installation on water quality outside guidelines for system or damaged caused by fire, acts of God, or freezing.<
Water quality guidelines as stated above are:
pH Range: 7-11
Max Hardness: 75 GPG (1,282 mg/L or ppm)
Max Iron/Manganese: 0 mg/L
Max Hydrogen Sulfide: 0 mg/L
UltraHome, Whole House Filtration Systems
(UltraHome Basic and UltraHome Premium)
Limited Warranty (Revised 10/1/2018)
NOTE: AlkaViva LLC’s warranty covers the components of its UltraHome Whole House Systems. The length of warranty for parts is a period of 5 years for control valves, 10 years on media tanks, and there is no expressed warranty on media or other consumable or wearable items.
AlkaViva LLC’s Warranty does not cover any costs or damage associated with installation or de-installation. Customer is also liable for any costs associated with shipping unit/ parts to and from where unit is installed to AlkaViva’s warehouse in Reno.
AlkaViva LLC warranty begins on the date of purchase to end customers. The AlkaViva warranty does not cover damage incurred during transit. AlkaViva LLC warranty covers that its products and components will be free from defects in materials and workmanship under normal use and service for a period of 5 and 10 years as outlined below. All warranties are subject to the terms and conditions, exclusions and limitations detailed herein. AlkaViva LLC does not make any warranty or implied warranty as to the merchantability or fitness for a particular purpose. AlkaViva LLC does not warranty any filtration medias capabilities, as all filtration medias capabilities will be dependent on source water chemistry.
Media Filtration Tanks 13” diameter and smaller used for cold water, influent applications only, are warranted for a period of 10 years. Media Filtration Tanks 14”and larger are warranted for a period of 5 years. Media Filtration Tanks must be adequately protected against excessive water pressure (not to exceed 125 psi), water hammer, freezing, hot water (120F maximum), impact damage and vacuum failure. The installation must incorporate flexible connections to prevent failure caused by tank expansion. Outdoor installations must be protected from UV exposure.
Tanks must be installed on a solid, flat foundation.
Control Valves and related valve accessories are warranted for 5 years. Damage or failure of “wearable parts” (e.g. pistons, o-rings, quad rings, seals, spacers, gaskets, circuit boards and other parts) caused by friction, wear, chemical attack and debris are not covered.
Filtration media is highly dependent upon and susceptible to application and influent water chemistry and is not warranted. When properly used filtration, medias will last up to 10 years, or 1,000,000 gallons, depending on water quality. Systems must be installed and maintained by a licensed, bonded contractor with substantial knowledge and experience with the system in question. Installation and maintenance must comply with all applicable ordinances and plumbing codes. Items in water sensitive areas must include a dedicated pressure regulator, anti-hammer device as appropriate and a leak protection device to mitigate any potential damages.
This warranty does not apply to consumable items, media, sediment pre-filters, products or components that are damaged due to neglect, misapplication, accident, modification, freezing, acts of God, damage, water temperature in excess of 120F, vacuum or any other factor outside of normal operation and source water issues. Contact AlkaViva LLC in advance for advice as to the suitability of a product for a specific purpose, concern and desired result.
Warranty does not extend to items built wholly or partially to the Purchaser’s design or specifications. This AlkaViva LLC warranty is in lieu of any other warranty, expressed or implied. Warranty is void by failing to fully comply with installation, product label, operation or maintenance instructions including the use of incompatible lubricants or sealants. Warranty claims may require detailed documentation and pictures of the installation, on-site inspection and return of the item(s) in question at the customer’s expense.
AlkaViva LLC extends warranties solely to our end use customers and are nontransferable. Purchaser’s exclusive remedies under this warranty shall be limited to the repair or replacement of the non-conforming item(s) as determined by AlkaViva LLC. Warranty applies only to the specific failed component part(s). Items for warranty consideration must be sent freight insured, pre-paid and appropriately packaged to AlkaViva LLC in Reno Nevada with a formal Service Authorization (SA) reference number. Approved warranted items will be shipped F.O.B. after the damage claim form has been filed out. Contact AlkaViva LLC to obtain an SA number or to discuss any warranty issues. Damage claims are handled separately from warranty. Damage claims must be submitted in writing including a fully completed AlkaViva LLC Damage Claim Form. To the extent permitted by applicable law, AlkaViva LLC is not liable for consequential damages. In no event shall AlkaViva LLC be liable for damages, including without limitation, loss of time, inconvenience, charges incurred in connection with the repair or replacement of the product(s), direct or indirect damages, loss or interruption of business or home services or any other monetary impact. AlkaViva LLC’s entire liability under any provision of this limited warranty shall be limited to the actual amount paid for the product(s). No dealer, agent, distributor or other person has any authority to make any warranties or representations concerning AlkaViva LLC or its products. Accordingly, AlkaViva LLC is not responsible for any such warranties or representations.
If you have NOT used any product, and if you have NOT broken the manufacturer’s seal on the box, you can return the products within 30 days of purchase for a full refund less shipping cost. If you have broken the manufacturer’s seal or used the product in any way, you may return the product (exceptions are consumables, books and DVDs which are never refundable), subject to a 15% restocking charge within 30 days of purchase. The original shipping charges will not be refunded and return shipping charges must be prepaid by the purchaser.
The Warranty for products as listed in this heading is one year. This warranty covers all parts and 100% of labor costs due to manufacturing defects only. Customer is responsible for shipping costs both ways unless unit is bad out of the box and returned within 30 days of purchase. The warranty expressly excludes damage caused by environmental factors including (but not limited to) mineral build-up due to hard water or high levels of iron or poor source water quality.
No return can be accepted without our prior authorization. Please contact Customer Service for help.
For all repairs or trouble shooting inquiries, please first fill out the on-line form --> Click Here. This will ensure that you get the best professional help ASAP.
Important note for international customers: AlkaViva will cover the parts and labor portion of the warranty as outlined above. AlkaViva is not responsible for shipping for warranty work in any country outside of the U.S., Puerto Rico, Guam, Canada and Ecuador where the customer bears the expense of shipping. Customers and/or associates who purchase any AlkaViva products including 220v units prior to a repair facility being open in their country will take full responsibility to bear any shipping costs to and from an authorized AlkaViva repair center for warranty work and for any duties or customs fees due. We suggest that any customer on an untreated water source (such as well or catchment) provide a water quality report to AlkaViva so that we may determine if pre-filtration is recommended.
We will notify you of your refund once we have processed the returned item. You can expect a refund to be issued within one week of our receiving and inspecting your return.
Electric ionizer returns need to be completed within 60 days of purchase and other purchases within 30 days*.
*Does not apply to any financed ionizer. Finance contracts require a 72-hour right of rescission, after which you become liable to the finance company for the contract value.
To fill out your warranty form on-line please go Here. Warranty needs to be completed within 30 days of purchase.