How long does it take to receive my shipment?

Our policy is to ship the units within 3 days of receipt of order. Delivery times and cost of shipment will depend on method chosen by customer. It could take 3 days or 2 weeks. Our policy is to send you a tracking number from either UPS, Canada Post or USPS immediately as the shipment is processed from our warehouse.

What if my order is damaged in transit?

We will replace any product damaged or broken upon delivery. However, you must contact us within 3 days of receiving your order to make a damaged goods claim. Customers will be responsible for the shipping charges to return goods damaged in transit. We will replace all damaged goods for the identical product and provide complimentary standard (non-expedited) shipping to get it back to you.
What is your refund policy?

We are happy to offer our customers a thirty (30) day Exchange OR Money Back Guarantee from the day they receive their unit. However, you must notify us of your intention to return your order within this time frame. This return policy is only valid for retail customers*. There is no returns allowed on wholesale orders of 3 or more units.

Ayana Vitality Units that have been unopened and returned will incur a 10% Restocking Fee.

Ayana Vitality Units that have been opened and used for over 20L will incur a 20% Restocking Fee

*There are no refund on filters.
*NOTE there are no returns on products purchased on a CLEARANCE sale.

Disclaimer – IMPORTANT:
It is important to understand that the Vitality can produce close to the estimated levels on the machine. ALL sources of water differ, even daily at times depending on the source. The machine attempts to get close to an adjusted pH based on a number of variables but rarely will be exact. This is not only our unit, but any single water ionizer on the market. 11.5 is the max the unit has been tested at as well as low as 2.5. It is by no means a guarantee again depending on the input water.

The display on the Vitality water ionizer gives the best approximate values it can for pH and ORP, however water quality differs from town to town, state to state and country to country. Time of day and time of year (season) can also affect pH levels. Every water ionizer has a general setting to work best with water but cannot guarantee that all adjustments will be exact for every location in the world and all types of source water. The pH values and ORP values are as close as we can get, yet are general. There are settings that you can adjust manually to get closer settings to your area. To request detailed instructions for manual machine adjustment please contact us:

No warranty repairs or returns will be accepted on the basis of differing pH values from the display screen.

Products that are returned damaged, scratched, dirty or otherwise un-resale-able will not be refunded. Upon receipt, these will be shipped back to you (collect return postage) even if you have received a RTA. Please ensure that your merchandise is in perfect condition before requesting a refund.

Customers who purchased through our in-house finance program will be charged restocking fee based on the full retail price of the unit regardless of purchase price. Original shipping charges will not be refunded. Customers are responsible for all shipping costs associated with returning the merchandise. Any shipping costs incurred by Ayana Water when providing free shipping promotions will also be deducted from the customer’s refund.

IMPORTANT NOTE: Please do not declare any value on your return. Any customs incurred will be paid by customer. We will send you a shipping label to use, when available from your area.

Requesting a Refund

Requesting a refund is simple. To initiate the process, please email us at within Thirty (30) days from the day you receive your order.

On approval, you will receive a detailed email with instructions for returning your product.

If you are eligible for a refund, we will refund the charges within 30 days once we have received your returned goods.

Please note:

We can only credit the same account that was used for the original purchase. For credit card refunds, please allow 10 – 14 business days for the credit to appear on your statement.

To maintain strict standards of fairness to all of our customers, any submissions that have exceeded the Money Back Guarantee period will not be accepted.

Read complete Warranty details here:

What information we collect? We collect information from you when you register on our site, place an order, subscribe to our newsletter or respond to a survey.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address or phone number. You may, however, visit our site anonymously.

What do we use your information for? Any of the information we collect from you may be used in one of the following ways:

To process transactions Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
To administer a contest, promotion, survey or other site feature

To send periodic emails The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

How do we protect your information? We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do we disclose any information to outside parties? We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

California Online Privacy Protection Act Compliance Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.

Childrens Online Privacy Protection Act Compliance We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Online Privacy Policy Only This online privacy policy applies only to information collected through our website and not to information collected offline.

Your Consent By using our site, you consent to our

Changes to our Privacy Policy If we decide to change our privacy policy, we will post those changes on this page. This policy was last modified on 10/11/2011

Contacting Us If there are any questions regarding this privacy policy you may contact us using the information below.

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