Return Policy

APEX Water Filters Return Policy

At APEX Water Filters, we are committed to providing high-quality water filtration products and a positive customer experience. We understand that there may be times when things do not go exactly as planned. If there is ever an issue with your order or product, we ask that you contact us so we have the opportunity to review the situation and help resolve your concern.

Residential Systems

The Residential Systems Return Policy applies to residential systems, countertop systems, undercounter systems, pumps, motors, replacement filters, parts, and other standard residential items.

This policy does not apply to Whole House Reverse Osmosis Systems, Heavy-Duty Whole House Systems, Big Blue Whole House Systems, Commercial RO Systems, Pond Systems, custom systems, special-order items, materials, or other commercial/industrial products. Those items are covered under the Commercial Products Return Policy below.

Customers may return new, unused, unopened items for a refund within 30 days of delivery. Items must be returned in their original packaging and must be in resalable condition.

Return shipping costs are the responsibility of the customer unless the return is due to an error by APEX Water Filters, such as an incorrect item being shipped or receiving a defective product. It is the customer’s responsibility to properly package and insure the return for full value in case of transportation damage. APEX Water Filters is not responsible for returned items that are lost or damaged during return shipping.

A 25% restocking fee will apply to residential product returns, except in cases where the customer received a damaged, defective, or incorrect product.

Refunds will be issued to the original purchaser and to the original payment method, provided the return is approved and the item is received within the required return period. The original cost of shipping the product to the customer may be deducted from the refund depending on the reason for the return.

Products that have been installed, used, modified, damaged, or removed from their original packaging are not eligible for return unless the product is determined by APEX Water Filters to be defective.

No Replacements or Exchanges

APEX Water Filters does not offer direct replacements or exchanges.

If a customer needs a different item, the original order must be returned for a refund, subject to the terms of this Return Policy, and a new order must be placed for the replacement item.

Commercial Products

The commercial products return policy applies to commercial reverse osmosis systems, whole house reverse osmosis systems, heavy-duty whole house systems, big blue whole house systems, whole house systems, pond systems, commercial/industrial equipment, custom systems, pre-treatment systems, special-order items, and any products built, selected, sized, modified, or manufactured based on customer specifications or application requirements.

Due to the nature of these systems and because most of these systems are custom-made or special-ordered, these items are not eligible for return or refund.

If a return is authorized a 40% restocking fee will apply to returns, except in cases where the customer received a damaged, defective, or incorrect product.

Once an order for a commercial product, pre-treament, custom system, or special-order item is in progress, it cannot be cancelled, even if the order has not yet shipped.

Commercial products that are not eligible for return or refund include, but are not limited to:

Commercial reverse osmosis systems, whole house reverse osmosis systems, heavy-duty whole house systems, big blue whole house systems, whole house filtration systems, backwashing filters, water softeners, pond systems, media tanks, pressure vessels, pumps, motors, custom-built systems, special-order items, bulk orders, engineered systems, materials, and any products manufactured, sized, or configured based on customer-provided water quality report, flow rate, application, plumbing requirements, or other project-specific information.

Custom, Special-Order, and Built-to-Order Items

Custom, special-order, built-to-order, modified, or engineered systems are not eligible for cancellation, return, or refund once the order has been processed, placed into production, or shipped.

This includes systems or components selected, assembled, sized, or manufactured based on customer-provided water quality report, flow rate, application, plumbing requirements, or other project-specific information.

Damaged Shipments

If a package or freight shipment is received damaged, or if the product appears damaged after opening, please take the following steps:

Notify the delivering carrier immediately and ask them to note the damage in their system or on the delivery paperwork.
Take clear photos of the damaged packaging, product, shipping label, and any visible damage.
Contact APEX Water Filters as soon as possible.
Do not discard the packaging or product until the claim has been reviewed.

Damage claims must be reported within 14 days of delivery. Claims reported after this time may not be eligible for replacement, refund, or carrier claim assistance.

Wrong Item or Product Issue

If you receive the wrong item or believe there is a problem with your product, please contact APEX Water Filters within 14 days of delivery.

We may request photos, order details, product labels, or additional information to help review the issue. If the item is confirmed to be incorrect, damaged, or defective, APEX Water Filters will provide further instructions.

Refused Orders

If an order is refused at delivery or returned to APEX Water Filters by the carrier, the customer is responsible for all shipping costs to and from the delivery location. Refused orders may also be subject to the applicable restocking fee.

Original shipping charges are non-refundable.

Refund Processing

Refunds are processed after the returned item has been received and inspected. Once approved, the refund will be issued to the original purchaser and to the original payment method.

Please allow up to 14 business days after inspection for the refund to be processed. Depending on your bank or credit card provider, it may take additional time for the funds to appear in your account.

Original shipping charges, return shipping charges, freight charges, and any applicable restocking fees are non-refundable unless otherwise determined by APEX Water Filters.

Return Address

Approved returns must be properly packaged and clearly marked with the order number.

Please send approved returns to:

APEX Water Filters
Returns Department – Order# [Insert Order Number]
2519 Weaver St. Haltom City, TX 76117

APEX Water Filters reserves the right to refuse any return that does not comply with this Return Policy.

Cancellation Policy

To cancel an order that has not yet shipped, please contact APEX Water Filters customer service as soon as possible by calling (310) 329-1945 or emailing sales@apexwaterfilters.com.

Once an order has shipped, it cannot be cancelled. If the item is eligible for return, the customer will need to follow the APEX Water Filters Return Policy to request a return authorization.

Due to the nature of commercial and industrial equipment, orders cannot be cancelled once they are placed, processed, or in progress. These include, but are not limited to, commercial reverse osmosis systems, point-of-entry reverse osmosis systems, whole house reverse osmosis systems, pond systems, pre-treatment systems, custom systems, special-order items, built-to-order products, and any products manufactured, sized, or configured based on customer specifications or application requirements.

APEX Water Filters reserves the right to deny cancellation requests for any order that has already been processed, shipped, placed into production, or specially ordered from the manufacturer.

Professional Plumbing Support Recommended for Installation

WATER PRESSURE CAN CAUSE LEAKS AND DAMAGE THE SURROUNDING BUILDING OR FIXTURES IF NOT PROPERLY INSTALLED. USER MUST CHECK ALL FITTINGS FOR TIGHTNESS. APEX ASSUMES NO RESPONSIBILITY FOR WATER DAMAGE DUE TO LEAKS