Thanks for shopping at OnTap. We want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products. Please email us with any concerns and we will handle your query within 24 hours.

Order Cancellations:

If you wish to cancel an order, please contact our us via our contact page; https://ontapfilter.com/contact

1. If you contact us within 24 hours of purchase:

Since most orders ship the same day, kindly email us at contact us within 24 hours of placing the order. There will be no cancellation fees for standard items canceled before shipment. If the package has already been shipped, we will provide a prepaid label for return, and once we receive the package from you, we will issue a refund. There will be no cost for cancellations within 24 hours.

2. If you contact us after 24 hours of purchase:

In such cases, you will need to bear the shipping fee if the package is already shipped (subject to our system status). The product must be damage-free, packed in the original packaging we sent to you, and returned with the original receipt of purchase. We will process your refund after receiving the package.

30 Day Return Policy:

You are eligible to return any item within 30 days of receipt under our "Faucet Fit Guarantee"*. Return requests that do not fall within our Faucet Fit Guarantee are eligible for returns within the "14 day cooling off period"‡. All returned items must be disassembled and repackaged as they were originally received, without use; "like new"†. Customers are responsible for the return shipping cost.

*Faucet Fit Guarantee:

In the event that OnTap does not fit your faucet, we provide a 30 day return policy. OnTap support will review the request on a case by case basis and provide additional adapters free of charge in order to resolve the non-fit issue. In the event that we are unable to provide a suitable adapter, you are eligible for a return within 30 days. This does not effect your right to return under the 14 day cooling off period.

Refund Without Return Policy:

In the event of a defective product we will provide the option to exchange the product for new one or, upon receipt of images of the defective product and inspection of those images, we will provide a full refund without the need to receive the defective product from you.

Defective Products:

If you receive a product with quality issues or damages, please contact our customer service team within 30 days of receipt. We will provide you with a free exchange service. Please provide order information and photos of the damaged product when contacting our customer service team for better assistance. Incompatibility with your kitchen, plumbing or filtration system is not considered defective.

Non-Quality Issues:

If you wish to exchange or return a product for non-quality-related reasons, or outside of our Faucet Fit Guarantee please note the following:
The product must be within 14 days of purchase and unused; "like new"†. The product must be returned in its original packaging, along with the original purchase receipt. You will be responsible for the shipping costs.

‡14 day Cooling Off Period:

If your return request does not fall within any of our return policies, you are eligible to return within 14 days for any reason. All returned items must be disassembled and repackaged as they were originally received, without use; "like new"†. Customers are responsible for the return shipping cost. Items that cannot be resold for public health and hygiene reasons are not covered in the 14 day cooling off period, example: opened filter cartridges. The cost of any ineligible returns due to public health and hygiene will be deducted from your refund before any other deductions as outlined in the Return, Refund & Warranty Policy. Outbound (standard) delivery costs are also refunded within the 14 day cooling off period.

How to Return a Product?

If you would like to return a product, please follow these guidelines:
Step 1: Contact our customer service team before returning a product via our contact page.
Step 2: Prepare the package after receiving confirmation from the customer service team, and please note the following requirements: Include the order number in the package. You can print out the order detail page or leave a note inside the package. Ensure the package contains the original receipt of purchase. Return the product in the original packaging we provided.The product must be damage free (this does not apply to defective products, as damage will void the refund) and unused.
Step 3: Contact our customer service and provide your return tracking number. We will track the package and process your refund within 5 working days after receiving and inspecting the package.

General Information for All Returns:

1. Defective Products:
   If you receive a product with quality issues or damages, please contact our customer service team. we provide free returns, replacement with a new product, and comprehensive technical support.

2. You are responsible for shipping the products to the return address provided. Returned items will undergo inspection before issuing a refund. Refunds will be processed within 5 working days after the item has been inspected, and it may take 4-7 days to be reflected in your credit card statement. We highly recommend using a traceable and insurable shipping method for your return. We are not responsible for returns lost or damaged in transit, and you will need to file a shipping claim. Please note that orders made via 3rd-party sellers, including Amazon, are not eligible for our return policy. All returned items must be disassembled and repackaged as they were originally received and be without use.

3. †Items returned in a condition other than "like new" will be subject to a 50% restocking fee. The restocking fee will be deducted from your refund.

4. Refunds are issued no later than 14 days after (i) we receive the goods and complete inspection, or, (ii) in the case of photo proof the product is unused and proof of return receipt with tracking.

Lifetime Warranty:

Enjoy peace of mind and confidence in your purchase with our lifetime warranty on select products. If you receive a damaged item and wish to file a claim, please contact us on the contact page on our website with your order information and a picture of the damaged or incorrect product. For products that become defective during the warranty period due to a quality issue, rather than your own breakage or misuse, we can issue a new replacement.

Warranty does not cover any superficial scratches or damage that appears to have been caused due to misuse. Warranty does not cover filter inserts/refills/cartridges. Filter housing warranty is void in the event that the filter cartridges have not been changed following recommended usage/instructions.