Orders and deliveries

I have not received an order confirmation

When your payment is confirmed on our site, an order confirmation e-mail is automatically sent to you within a few minutes. If you do not receive this email, you must check a few points:

- Look in the spam folder of your emails to check if it has not been discarded by your email provider

- Check the email address you entered in your customer file by logging into your account. If you can not connect to your account, you can find information in this topic: I can not access my customer account. Change your e-mail and contact us via the contact form so that we can send you your order confirmation e-mail.

- If none of the two previous points allows to find the reason of not receiving your order confirmation email, please contact us via the contact form, we will answer you as soon as possible.


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I have a problem paying online

If you encounter a problem during the payment of your order by credit card via the E-transactions platform, we invite you to contact us via the form by specifying the error encountered and your name. We will be able to tell you how to solve your problem.

If it is a PayPal payment, please contact PayPal customer service.


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Withdrawal terms

You may have changed your mind and wish to withdraw your order. This possibility is offered to you during the 14 days following the reception. Several conditions are required and are detailed in our Return Policy, which we encourage you to read carefully.

Please note that Berkey® systems are classified as sanitary and hygiene equipment and as such are only eligible to be returned if they have not been assembled and/or used. You should know that this rule comes from a European directive and is applicable to all Berkey® certified retailers, even if this is not always explicitly detailed.

Your request must be made by e-mail to our customer service. No returns will be accepted without prior agreement.

Please make sure that your return package is well protected so that your product does not suffer any damage during transport, otherwise your return will be refused.

We cannot accept returns if the product has been opened, handled or used, a team checks each return. If your product had a seal, it must be intact.


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My package is damaged

- In the event that your package is delivered damaged, you must open it in front of the carrier to observe the damage caused to the products, and also make reservations by noting the damage on the delivery note before signing.

- If all the contents are damaged, you must reject the package.

- If there is only one damaged accessory, it must be mentioned on the delivery note. Please keep this item and contact our customer service.


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