Refund policy

Refund & Return Policy

Last updated: June 25, 2026

At StayAlive Gear, we want you to feel confident in your purchase. If you are not satisfied with your order, please review the policy below.

1. Return Window

We accept returns within 30 days of delivery.

To be eligible for a return, the item must:

  • be unused and in its original condition
  • be returned in its original packaging
  • include all parts, accessories, and included materials

We do not accept returns for items that have been used, damaged after delivery, or returned without their original packaging, except where required by law.

2. Non-Returnable Items

For safety, hygiene, and product integrity reasons, we may refuse returns for:

  • used water filters
  • opened or used replacement filter elements
  • items damaged by misuse, improper handling, or unauthorized modification
  • clearance or final sale items, if marked as such at the time of purchase

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at jpgao2010@gmail.com.

Please include:

  • your order number
  • a brief description of the issue
  • clear photos of the item and packaging

If the issue is confirmed, we will offer an appropriate remedy, which may include a replacement, store credit, or refund.

4. Return Shipping

If you are returning an item because you changed your mind, you are responsible for the return shipping cost.

Original shipping charges are non-refundable unless the return is due to our error or the item arrived damaged or defective.

We recommend using a trackable shipping service. We are not responsible for returns lost in transit.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or payment provider.

6. Exchanges

We do not offer direct exchanges at this time.

If you would like a different item, please return the original eligible item and place a new order.

7. Order Cancellations

Orders may only be canceled before they have been processed or shipped. Once an order has shipped, it cannot be canceled and must follow the return process above.

8. Contact Us

If you have any questions about returns or refunds, please contact us at:

Email: jpgao2010@gmail.com
Business name: StayAlive Gear