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Return Policy

Return Policy

30 Days, Free Returns Both Ways

Every LWM-5 is built by hand in New York and tested before it ships. If something isn’t right, we’ll make it right. You have 30 days from delivery to return your machine — whether it arrived damaged, turned out to be defective, or you simply changed your mind. Return shipping is free, and there is no restocking fee.

1. If Your Machine Arrives Damaged or Defective Please notify us within 30 days of delivery. To help us process your request quickly, please include:

  • Your order number.
  • A brief description of the issue.
  • Photos or video of the damage or the specific defect.

We will review the information, and in some cases may provide troubleshooting steps to be sure the unit is set up correctly. If the unit is confirmed to be defective or damaged, we will provide a prepaid shipping label at no cost to you, and we will either repair the defective part or unit, or send you a brand-new replacement — your choice. There is no charge for either.

2. If You Change Your Mind You have 30 days from delivery to return the machine for a full refund, for any reason at all. You do not need to explain why.

  • Return shipping is free. We will email you a prepaid label, the same as we would for a defective unit.
  • There is no restocking fee.
  • Please keep the original packaging. We ask that the machine come back in its original box and in resellable condition. You are welcome to set it up and run it first — that is the point of a 30-day window.

Refunds are issued to the original payment method within 5 business days of the machine arriving back with us.

3. Before You Send Anything Back All returns must be pre-authorized. Please do not send equipment back without first receiving a Return Merchandise Authorization (RMA). Call or email us and we will issue one along with your prepaid label. Machines that arrive without an RMA cannot be processed. To prevent damage in transit, the product must be returned in its original packaging with all included accessories and documentation.

4. What Is Not Covered Please note that we cannot accept returns for:

  • Damage caused by improper setup, neglect, modification, or use not in accordance with the provided manual.
  • Machines returned after the 30-day window has closed.
  • Machines returned without their original packaging.
  • Units that have been tampered with or repaired by unauthorized parties.

Contact Us For assistance with a return, an exchange, or a damaged or defective order, please reach out to our support team at amazingmedwater@gmail.com or call 845-754-8696, Monday through Friday, 10am–4pm ET. Real people answer.