Renew Lab Group · Houston, Texas

Shipping, Returns & Refund Policy

Last updated: October 17, 2026

Unopened Renew Labs deionized water can be returned within 30 days of delivery. Bacteriostatic water and sterile water can’t be returned once shipped unless they arrive damaged, defective or wrong. Lab testing fees are refundable until testing begins. Approved refunds go back to your original payment method within 5 to 10 business days.

Shipping

All orders ship from Houston, Texas. Orders placed before 2:00 PM Central Time, Monday through Friday (excluding holidays), usually ship the same business day; later orders ship the next business day. You will receive tracking by email when your order ships.

Most US orders arrive 3 to 5 business days after shipping, depending on distance from Houston. Renew Labs 1 liter and 1 gallon water ships to US addresses only. Some small-bottle items can ship to Canada and Mexico at the rate shown at checkout; international buyers are responsible for any duties, taxes or customs fees. For more detail see our Shipping Information page.

Returns: Renew Labs deionized water

• Unopened items in their original sealed packaging can be returned within 30 days of delivery for a refund of the product price.
• Opened, used or unsealed items can’t be returned unless they were defective or damaged on arrival.
• The customer pays return shipping, unless the item arrived damaged or defective or we sent the wrong item. Original shipping charges are not refunded on change-of-mind returns.
• Pack returns securely. Items damaged in return transit because of poor packaging may be refused or partially refunded. We recommend a trackable shipping method.

Returns: bacteriostatic water and sterile water

To protect product integrity and the safety of every customer, bacteriostatic water and sterile water are non-returnable once shipped. We can’t verify how a product was stored or handled after it leaves our facility, so returned units are never restocked or resold.

The exception is an order that arrives damaged, defective or is not what you ordered. Report it within 7 days of delivery (see below) and we will send a replacement or refund the affected items at no cost to you.

Lab testing services

• You may cancel a lab testing order for a full refund any time before testing begins.
• Once testing has begun, testing fees are non-refundable, because instrument time, reagents, standards and analyst time have been committed and the sample is often consumed during analysis.
• If, before testing begins, we determine that we can’t test your sample as requested, we will tell you and refund the testing fee in full.
• Submitted samples are generally consumed or disposed of during testing and are not returned unless arranged in writing before testing.
• Questions about a result? Contact the lab and we will review your report with you.

Damaged, defective or wrong items

Please inspect your order when it arrives. If anything is damaged, leaking, defective or not what you ordered, email info@renewlabgroup.com within 7 days of delivery with:

1. Your order number
2. Photos of the outer box, packing and the affected product (and the shipping label)
3. A short description of the problem

We will send a replacement or refund the affected items, including the shipping you paid for them. If we need the item back, we will send a prepaid return label. Please keep the packaging until your claim is resolved.

Lost or missing packages

If tracking hasn’t updated for 7 business days, or a package shows delivered but you can’t find it, check with neighbors and your local carrier office, then contact us within 30 days of the ship date. We will open a claim with the carrier and, once the carrier confirms the package is lost, send a replacement or a full refund including shipping. We are not responsible for packages lost after delivery to the correct address shown on your order, or for orders shipped to an incorrect address entered at checkout; contact us right away if you spot an address error and we will try to correct it before shipment.

How to start a return

1. Contact us first. Email info@renewlabgroup.com or call 936-379-5515 (Monday–Friday, 9 AM–5 PM Central) with your order number and the items you want to return.
2. Get your return authorization. We will confirm eligibility and send a return authorization number and instructions. Returns sent without authorization may be refused.
3. Ship it to:
   Renew Lab Group – Returns
   6001 Central Crest
   Houston, TX 77092
   Write your return authorization number on the outside of the package.
4. Get your refund. We inspect returns within 2 business days of arrival and email you when your refund is issued.

Refunds

• Approved refunds are issued to your original payment method within 5 to 10 business days after we receive and inspect your return, or after we approve a damage, defect or lost-package claim.
• Your bank, card issuer or pay-later provider (such as Klarna) may take additional days to post the credit. Pay-later refunds are applied through that provider.
• Shipping charges are non-refundable, except when the order arrived damaged, defective, wrong or was lost in transit.
• We don’t charge restocking fees on eligible returns.
• We don’t offer direct exchanges. Return the eligible item for a refund and place a new order.

Order cancellations

You can cancel a product order for a full refund, including shipping, any time before it ships. Because most orders ship the same business day, contact us as soon as possible at 936-379-5515. Once an order has shipped it can’t be cancelled; eligible items can be returned under this policy. We may cancel and fully refund an order if a product is unavailable, if there is a pricing or listing error, or if we can’t verify the order.

Your rights under Texas law

Renew Lab Group is a Texas business. This policy is part of our Terms of Sale and is governed by the laws of the State of Texas, without regard to conflict-of-law rules. Any dispute is resolved in the state or federal courts located in Harris County, Texas, except where applicable law gives you the right to bring a claim elsewhere. Nothing in this policy limits or waives any rights you have as a consumer under the Texas Deceptive Trade Practices–Consumer Protection Act (Texas Business and Commerce Code §17.41 et seq.) or any other law that cannot be waived by agreement. If you have a concern, please contact us first so we can make it right; we respond within 1 business day.

Business and institutional accounts may have written terms that differ from this policy; where they do, the written account agreement controls.

Related: Terms of Sale · Shipping Information · Legal Disclaimer · Privacy Policy