Refund policy
Kleer Blue Water™
Returns, Refunds & Replacements Policy
Effective: August 1, 2026
At Kleer Blue Water™, we want every customer to have a positive experience. This policy explains when refunds, replacements, reshipments, and retesting support may be available. This policy is incorporated into and governed by the Kleer Blue Water, LLC Terms of Service, and is subject to the dispute resolution, limitation of liability, governing law, and other provisions in the Terms of Service. To the extent permitted by law, the remedies described in this policy are the customer’s sole and exclusive remedies for the matters covered by this policy.
If you have a question about your order, kit, sample, or results, please contact Customer Support. We will work with you to find a fair solution whenever possible; however, any refund, replacement, reshipment, or retesting support described in this policy will be provided in Kleer Blue Water, LLC’s reasonable discretion based on the circumstances, and Kleer Blue Water, LLC may choose the form of remedy offered (including replacement, reshipment, retest, or refund).
Third-Party Marketplace Purchases
If you purchase a Kleer Blue Water™ kit through a third-party marketplace or platform, the marketplace’s terms, policies, payment rules, shipping rules, return rules, and customer-service processes may apply to the purchase transaction.
This Policy applies to Kleer Blue Water™ Services after purchase, including Kit Registration, sample submission, laboratory coordination, Personalized Dashboard access, reports, educational content, AI-powered tools, and Customer Support.
If marketplace terms conflict with this Policy regarding the purchase transaction, the marketplace terms may control that transaction. This Policy, together with the Kleer Blue Water, LLC Terms of Service and other applicable Kleer Blue Water™ policies, will continue to apply to Kleer Blue Water™ Services to the fullest extent permitted by law.
1. Refund Eligibility
Unused water testing kits may be eligible for a refund if requested within 30 days of delivery.
A kit may still be considered unused if it has been opened or registered, provided that the testing process has not begun.
For purposes of this policy, the testing process generally begins when any of the following occurs:
• Sample collection information is submitted through the Water Sample Data Form;
• A sample is tendered to Kleer Blue Water, LLC’s designated return carrier using the required prepaid return process (as shown by the carrier’s acceptance scan or other tracking confirmation);
• A sample is returned to the laboratory; or
• Laboratory testing services otherwise begin.
Once the testing process has begun, the kit and related testing services are generally not eligible for refund.
Refunds are not available based on dissatisfaction with, disagreement with, or the content of test results. If you believe a result is inaccurate, your remedy is retesting under Section 6 (as determined by Kleer Blue Water, LLC in its reasonable discretion), not a refund.
Refund rights under this policy apply only to the original purchaser and are not transferable. Kits that are resold or transferred are not eligible for refunds, replacements, reshipments, or retesting support under this policy.
2. Refund Process
To request a refund, please contact Customer Support within 30 days of delivery.
We may request the order number and/or Kit ID, proof of purchase, and reasonable information (including photographs and reasonable identity verification) needed to review and process the request.
Approved refunds will generally be issued to the original payment method used for purchase.
Refunds will not exceed the amount actually paid for the kit (net of discounts or promotions) and do not include shipping, taxes, or other fees unless required by law. Promotional, free, gifted, or bundled kits may have different or no refund eligibility.
Refunds are typically processed within approximately 7 business days after approval, although your bank, credit card company, or payment provider may require additional time to post the refund.
Kleer Blue Water, LLC may deactivate a refunded Kit ID and prevent future registration, sample submission, or testing associated with that kit.
In most cases, customers will not be required to physically return an unused kit. However, Kleer Blue Water, LLC reserves the right to require return of a kit before issuing a refund when appropriate. Please contact Customer Support before initiating a chargeback. Kleer Blue Water, LLC may dispute chargebacks that are inconsistent with this policy or the Terms of Service, and may suspend or terminate accounts associated with suspected fraud, abuse, or excessive or repeated requests.
3. Damaged, Defective, or Incomplete Kits
If your kit arrives damaged, defective, or missing components, please contact Customer Support as soon as possible.
Depending on the circumstances, we may provide replacement materials, replacement components, a replacement kit, or another appropriate solution at no additional cost.
We may request photographs or additional information to help evaluate the issue.
We may limit or decline requests under this policy in cases of suspected fraud, abuse, or excessive or repeated requests, and may limit no-cost replacements to a reasonable number per customer, household, or account.
4. Lost Shipments
If your kit is lost during shipment to you, please contact Customer Support.
Once the shipment status has been reviewed and verified, Kleer Blue Water, LLC may provide a replacement kit or other appropriate resolution. Shipping and turnaround times are estimates and not guarantees. Delays alone are not grounds for a refund, except that if we cannot ship your kit within the stated time (or if no time is stated, within 30 days), we will notify you and provide an opportunity to cancel for a refund as required by law.
5. Sample Collection, Shipping, and Testing Issues
Water testing involves sample collection, shipping, laboratory processing, and other factors that may occasionally affect the testing process.
If a sample is lost during return shipment, compromised during transit, determined to be unusable, or produces inconclusive results, Kleer Blue Water, LLC will review the situation and work with the customer to determine an appropriate resolution.
Depending on the circumstances, we may provide replacement sample materials, a replacement kit, retesting support, or another reasonable solution. If tracking confirms that the customer timely tendered the sample to Kleer Blue Water, LLC’s designated return carrier using the required prepaid return process and the shipment is subsequently lost, Kleer Blue Water, LLC will ordinarily provide one replacement kit or replacement sample materials at no additional cost. This remedy does not apply where the customer used an unauthorized carrier, shipping method, drop box, packaging, or label.
Issues caused by customer error (including failure to follow instructions, improper handling, improper packaging, shipping outside any required window, contamination, insufficient sample volume, or incomplete information) are generally not eligible for no-cost replacement materials, a replacement kit, or retesting support, except as required by law.
6. Retesting
Retesting requests are evaluated on a case-by-case basis.
If a retest is needed due to a laboratory issue, shipping issue, compromised sample, inconclusive result, or another issue outside the customer's reasonable control, Kleer Blue Water, LLC may provide replacement materials, a replacement kit, or retesting support at no additional cost.
7. Customer Support Window
Customers should contact Kleer Blue Water, LLC within 60 calendar days of delivery or discovery of an issue regarding damaged kits, missing components, shipping issues, compromised samples, inconclusive results, replacement requests, or similar service matters.
While we will make reasonable efforts to assist customers after that period, our ability to investigate or resolve certain issues may be limited.
8. Contact Us
If you have questions about this policy or need assistance with your order, please contact:
Kleer Blue Water, LLC
4610 N Clark St, Suite 1036
Chicago, IL 60640 USA
Support@KleerBlueWater.com