30-Day Quality Guarantee
Direct Bac Water replaces or fully refunds any vial that arrives damaged or leaking, has a broken or missing seal, is cloudy or contains particles, or does not match its label. Report it within 30 days of delivery. You do not need to send anything back, and there is no charge for the replacement or its shipping.
What the guarantee covers
- 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.
- Include your order number, the lot number printed on the vial, and a clear photo of the vial 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; refunds go back to the original payment method.
What the guarantee does not cover
Bacteriostatic water is a sterile product. Once it has left Direct Bac Water its storage and handling cannot be confirmed, so change-of-mind returns and exchanges are not accepted, and 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. Shipping charges are refunded when the problem was a Direct Bac Water error or the parcel arrived damaged.
Questions
How long do I have to report a problem?
30 days from the delivery date shown in your tracking.
Do I have to post the vial back?
No. A photo with the order and lot numbers is enough; nothing needs to be returned.
Can I return bac water I no longer need?
No. Change-of-mind returns are not accepted on sterile products. The guarantee covers faults, damage and wrong items.
How fast is a replacement sent?
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.