Returns and Refunds
Every order is covered by the 30-Day Quality Guarantee: if anything arrives damaged, faulty or wrong, Direct Bac Water replaces it or refunds you in full. Report it within 30 days of delivery. You do not need to send anything back.
What we replace or refund
- A vial or parcel that arrives damaged, cracked or leaking.
- A broken, missing or tampered seal or cap.
- Water that is cloudy, discoloured or contains visible particles.
- A vial whose label does not match what you ordered (size, product or quantity).
- A wrong item or a missing item in your order.
How to make a claim
- Email support@directbacwater.com within 30 days of the delivery date shown in your tracking.
- Include your order number, the lot number printed on the vial, and a clear photo of the item and its packaging.
- Choose a replacement or a refund.
Replacements ship the same business day when the claim is confirmed before 1 pm ET, Monday to Friday, by the standard UPS or USPS service at no charge.
What we cannot take back
Bacteriostatic water, kits, syringes and prep pads are sterile goods. Once they have left us we cannot confirm how they were stored or handled, so we do not accept returns or exchanges for a change of mind. Vials that have been opened and used are covered only for a fault that was present on arrival, such as cloudiness, particles or a wrong label.
How refunds are paid
Refunds go back to the payment method you used: to your card or wallet for card, Apple Pay and Google Pay orders, and by Zelle for Zelle orders. Shipping charges are refunded when the problem was our error or the parcel arrived damaged.
Cancelling an order
An order can be cancelled in full before it is dispatched. Email us with your order number as soon as possible; orders placed before 1 pm ET on a weekday usually leave the same day.
Contact
Direct Bac Water, 30 N Gould Street, Sheridan, Wyoming. support@directbacwater.com