Return Policy

Returns & Replacements

Residential Systems

NOTE: The Return Policy below applies for all Residential Systems (Excluding Whole House Reverse Osmosis Systems, Heavy-Duty Whole House Systems and Big Blue Whole House Systems)

Customers have the option to return new, unopened items for a refund within 30 days of delivery. The items must be returned in their original packaging. The buyer is responsible for covering the cost of return shipping, except in cases where the return is due to an error on the part of the merchant. It is the customers responsibility to insure the return for full value in case of transportation damage. There will be a 15% re-stocking fee except in the case a damaged, defective or the wrong product is received. 

Refunds will be issued to the original purchaser as long as the return is made within the specified return period. The cost of shipping the product to the customer may be deducted from the refund depending on the reason for the return.

Please note that we do not offer replacements or exchanges. Customers should return their original order for a refund and place a new order if they require a replacement.

 

NOTE: Whole House Reverse Osmosis Systems, Heavy-Duty Whole House Systems and Big Blue Whole House Systems are not covered under Residential Systems Return Policy, because they are commercial products. They are covered under the Commercial Return Policy below

Commercial RO Systems, Whole House Systems, Pond Systems, And Special Order Items

Due to the nature of commercial/industrial equipment, commercial reverse osmosis systems, whole house systems and other special order items, and the fact that most of these systems are custom-made to order, there can be no returns or refunds on these items, and once an order is in progress, it cannot be cancelled, even if it has not shipped. If it has shipped, the customer is responsible for shipping it back, and there will be a 40% re-stocking fee.

Items classified as hazardous materials are not returnable. Please contact the merchant for issues concerning these items. OrderingTo proceed to checkout:

Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.
Sign in to your account or create a new account if this is your first order. Enter a shipping address, choose a shipping method, and enter your payment information.
Review your order details. Be sure you’ve applied any Gift Cards or promotional codes you want to use on your order.
Click Place your order.

 

Payment, Pricing & Promotions

Entering Promotional Codes
If you have a promotional discount code, please enter it in the field provided on the Place Your Order page, and click the Apply button. You will see your discount applied in the Order Summary box. Alternately, you may enter this code on the Payment Method page.

Automatic Promotional Codes
Some promotional discounts are automatically applied to your order during Checkout. If this is the case, your promotional discount will automatically be applied to qualified orders. During your online Checkout, you will see your discount applied on the Place Your Order page, as well as in the order acknowledgement e-mail we will send you.

Changing Orders
You can make changes to an order (for example, changing item quantities or deleting an item) if the items have not yet shipped. However, keep in mind that changing item quantities or deleting items may affect the eligibility of any promotional offers used with the order or related orders in a purchase.

Canceling Orders
If an order includes promotional offers, you may not be able to cancel the order if any items in the same purchase (possibly in other orders) have already shipped.

Returns
The refund value for each item returned will be reduced to reflect the value of any free gifts or discounts.

 

Viewing Orders

Once you log in to your account, click the View Orders button. This opens the Your Orders page with a complete summary of your most recent order. If you want to view a different order, select the order from the “View more orders” drop-down menu at the top right of the page.

Updating Account Information

To change your account information, click on “my account” on the top of the homepage. Once you enter your login information you will be brought to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”.

To change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”.

To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Edit Address”, “Delete Address”, or “Add Address”.