When confirming your payment on our site, a confirmation email will be automatically sent to you within a few minutes. If you do not receive this email, please check the following:

- Check your spam folder to ensure it has not been filtered out by your email provider.

- Verify the email address you entered in your customer account by logging into your account. If you are unable to log into your account, you can find information here: I cannot access my customer account. Update your email and contact us through the contact form so we can resend your order confirmation.

- If none of the above helps in finding the reason for not receiving your order confirmation, please contact us via the contact form, and we will respond as soon as possible.

If you experience a problem while paying for your order by credit card through the E-transactions platform, we invite you to contact us via the form, stating the error encountered as well as your name. We will be able to guide you on how to resolve your issue.

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

If you change your mind and wish to withdraw the order you have placed with us. This option is available to you within 14 days of receipt. Several conditions are necessary and are detailed in our return policy (Return Policy) which we invite you to read carefully.

Please note that Berkey® systems are classed as sanitary and hygiene equipment and, therefore, they are eligible for return only if they have not been assembled and/or used. This rule is from a European directive and is applied to all certified Berkey® resellers, even if it is not always explicitly detailed.

Your request must be made by email to our customer service departement. No return will be accepted without prior approval.

Make sure your return package is well packed and protected so as not to damage the product during transport, otherwise your return may be declined.

A product cannot be returned if it has been opened, handled, or used. Each return is checked by an after sales team. If a seal was present on your product it must be intact.

- If your package is delivered damaged, you must open it in front of the delivery person to check the damage to the goods, and also make a note of the damage on the delivery slip before signing.
- If the entire contents are damaged, you must refuse the package.
- If only one accessory is damaged, it must be noted on the delivery slip. Please keep this item and contact our customer service.