Last updated: October 28, 2026
Shower with Fernrain for 60 days. If you don’t love it, send it back for a refund. This page explains how returns, replacements and refunds work.
- Guarantee: 60 days from delivery
- How: email hello@fernrain.com with your order number
- Return shipping: paid by the customer
- Damaged, faulty or wrong item: free replacement first, usually with nothing to send back
- Cancellations: not guaranteed once an order is placed
The 60-day money-back guarantee
- You have 60 days from the day your order is delivered.
- Try it properly: install it, shower with it, swap a filter.
- If it isn’t for you, email us. Once your return is approved, we send the return address.
- Send back the shower head, hose and holder. Used filter sticks don’t need to come back.
- Return shipping is paid by the customer. Please use a tracked service (UPS, FedEx or USPS) and keep the tracking number.
- We refund the price you paid for the returned order once the return reaches us.
Damaged, faulty or the wrong item
An item may be considered defective if it arrives damaged, doesn’t work as intended on arrival, is missing parts, or is a different item from the one you ordered. Email us within 60 days of delivery with photos or a short video.
- Our first and usual answer is a free replacement, and in most cases you won’t need to send anything back.
- A leak at a connection is usually fixed with the washer and three turns of the thread tape in the box. If it still leaks, we replace the part.
- Normal wear, incorrect installation, misuse, modification or damage after delivery aren’t defects.
Proof
To resolve things quickly and fairly, we may ask for photos or a short video. Please send them within 7 days of our request. Without them, we may not be able to offer every option.
Order cancellations
Orders go to our fulfillment partners and start processing soon after checkout, so we can’t guarantee a cancellation once an order is placed. Email us straight away; if your order hasn’t started processing, we’ll try to cancel it. Otherwise, you can return it under the 60-day guarantee when it arrives.
Refunds
- Refunds go back to the original payment method only.
- They are processed within 5–10 business days of approval.
- Exchange-rate differences or fees charged by your bank aren’t covered.
Delivered but not received
If tracking confirms delivery, the order is considered delivered. Contact us if something’s wrong and we’ll review it case by case, in line with our Shipping Policy.
Fair use
To keep things fair for everyone, the guarantee is one per household for the same product, and we may limit options in cases of repeated claims, several replacement requests for one order, or suspected misuse of this policy.
Contact
Email: hello@fernrain.com · Response time: within 24–48 business hours
Please include your order number so we can help quickly.