Which products are eligible for returns and warranties?Updated a month ago
Not all products fall under the same return window or warranty coverage. Here’s a breakdown by product category:
Inhalers are NON-REFUNDABLE. They are covered by a 1-year warranty for repairs only — not returns or refunds.
Warranty ≠ Returns. These are separate processes with different rules. Do not confuse them.
Always troubleshoot first — many issues can be resolved without a return
Attempt replacement or discount before approving a refund
Keep return policies up to date on both the website and Gorgias Help Center — the AI agent pulls from both
3. Return Policy Overview
Product | Returnable? | Refund? |
Hydrogen Tablets (first-time buyer) | Yes — within 30 days | Yes — refund issued without return required (opened) |
All Inhalers (all models) | No — non-returnable | No — warranty repair only (see Section 4) |
Other products (nasal cannulas, accessories, etc.) | Yes — if unopened | Yes — if opened, offer refund or replacement based on condition |
Exception — Opened tablet bottles: Cannot be resold. Refund is issued without requiring the product back.
⚠️Note that inhalers were eligible for a 30-day money back guarantee and a 365-day manufacturer guarantee before February 2026. All orders placed before that time are still under the previous terms.
Warranty SOP (Inhalers Only)
The 1-year manufacturer warranty applies to inhaler purchases only. It covers repair assessment and shipping to technical repair team— it does NOT cover returns or refunds.
In Warranty (≤ 1 year) | Out of Warranty (> 1 year) | |
Applies to | New purchases — inhalers only | Any inhaler outside the 1-year window |
Covers | Repair assessment + shipping to Murrel at no cost to customer | Repair available — customer pays shipping and repair costs (~$450 total) |
Does NOT cover | Returns or refunds | Returns or refunds |
Action | Approve repair, provide instructions, cover shipping to Murrel | Explain costs upfront, get customer confirmation, then proceed — see VR Returns & Repairs SOP for full pricing |
Warranty Process — Step by Step
Customer reports an issue (e.g., inhaler stopped working)
Troubleshoot first: ask for a video and description of the problem. Resolve without repair if possible.
Confirm warranty status: check order date — within 1 year = covered; outside 1 year = customer pays
If in warranty: approve repair, provide shipping instructions, cover shipping to Murrel
If out of warranty: explain costs upfront, get customer confirmation before proceeding
Escalate to the technical team
Policy Maintenance (Critical for Sale Readiness)
Return and warranty policies must be kept consistent across the website AND the Gorgias Help Center. The AI agent pulls from both — inconsistencies cause customer confusion and risk.
Review website policy page after any policy change
Update Gorgias Help Center articles to match
Flag any discrepancies to Raphaëlle
30-Day Money Back Guarantee (No Warranty)
These products can be returned within 30 days, but are not covered by warranty:
- Hydrogen Water Bottles
- Molecular Hydrogen Tablets (unopened only; consumables have no warranty coverage)
- HydroGlow / Dermal Hydrogen Misting Device
- Inhaler Accessories
- Hydrogen Mats (Grounding & Sleeping Mats)
KENCOS Pocket Inhaler
- Comes with a 30-day satisfaction guarantee.
- Used units are not returnable unless defective.
Return Shipping Costs
Covered by us for returns within the money-back guarantee window (10 or 30 days) or warranty-covered defective replacements.
This applies to returns from the United States, Canada, and Europe.
In other cases, customers may be responsible for return shipping, and shipping costs are non-refundable.
Refund Timeline
Once we receive and inspect your return, you’ll receive an email confirmation.
Refunds are typically processed within 2–3 business days after approval.
If your refund is delayed:
Check your bank account and contact your card provider.
If unresolved, email us at [email protected].