Refund policy

Bello Return & Refund Policy

At Bello, we want every customer to be completely satisfied with their purchase.
If something isn’t right, we’ll do our best to make it right.
Please review the following return and refund terms for all Bello products.

1. Eligibility for Returns

We accept returns of Bello Home machines within 30 days of the delivery date, provided that:
• the item is new, unused, and in perfect condition;
• it is returned in its original packaging (please keep your Bello original box after opening);
• and you can provide proof of purchase (receipt or order confirmation).

Please note that consumable items such as Bello capsules and water filters are final sale for hygiene and safety reasons and cannot be returned or refunded once opened.

2. How to Start a Return

To initiate a return, please contact lisa@bellowater.co with your order number and reason for return.
If your return is eligible, we’ll provide you with a return authorization and detailed instructions.

⚠️ Items sent back to us without prior approval will not be accepted.
Bello is not responsible for return packages that are lost, delayed, or not received due to carrier issues or incorrect shipping details provided by the customer.

3. Return Shipping & Costs

• Customers are responsible for all return shipping costs, unless the item is defective or shipped in error. Customers must provide Bello with a tracking number once the package is sent.
• In-person returns at our Montreal office are accepted free of charge by appointment only (see Section 7).
• Original shipping fees from your purchase are non-refundable.
• We strongly recommend using a trackable shipping method and keeping your tracking number, as Bello is not responsible for lost or damaged return packages.

4. Inspection and Refund Process

Once we receive and inspect your returned product:
• You will receive an email confirming approval or denial of your refund.
• Approved refunds will be issued to your original payment method within 10 business days.
• You will receive an email confirmation within 48 hours after your package is delivered to confirm we have received it.
• Inspection times may vary, but we typically reach a resolution within 5 business days after receipt.
• If more than 15 business days have passed since approval and you haven’t received your refund, please contact lisa@bellowater.co.

5. Damaged or Defective Products

Please inspect your order immediately upon receiving it.
If an item is defective, damaged during transit, or incorrect, contact lisa@bellowater.co within 7 days of receiving it.

Please include videos and photos of the issue from the beginning so we can resolve it more quickly.

If the issue is confirmed and covered by Bello’s one-year limited warranty, our support team will arrange for a repair or replacement at no cost.
Damage resulting from misuse, modification, or improper handling is not covered under this policy.

6. Exchanges

We do not process direct exchanges.
If you wish to replace an item, please return the original product following the steps above, and once the refund has been issued, place a new order for the desired item.

7. In-Person Returns (Free Option)

You may return your machine in person at our Montreal office, free of charge, by scheduling an appointment with lisa@bellowater.co.
Please bring your proof of purchase.

Address:
Suite 300 – 150 Boulevard Côte-Vertu Ouest
Saint-Laurent, QC H4N 1G4, Canada

Appointments must be scheduled at least 48 hours in advance.
In-person returns are accepted between 9 AM – 4 PM EST, Monday through Thursday only.
We appreciate receiving an update on the day of your visit if you anticipate a delay or schedule change.

8. Mobile App & Wi-Fi Connectivity

The Bello Water mobile app is an optional companion tool.
Your Bello Home dispenser, capsules, and filters function fully even without using the app or a Wi-Fi connection.

If you experience difficulty connecting your device, our support team will gladly assist.
However, Bello is not responsible for Wi-Fi or mobile connectivity issues, and no refund will be issued solely due to inability to connect or download the app.

9. Contact Us

For any questions about returns, warranty, or product support:
📧 lisa@bellowater.co
🌐 https://www.bellowater.com

Thank you for choosing Bello — we’re here to help you enjoy better, smarter hydration every day.