RETURNS POLICY
The purity of your water and your complete satisfaction are most important to our team at Fresh Water Systems.
We accept returns on most items up to 30 days after your order is delivered unless noted in our return exceptions below. To make a return, please contact our Customer Solutions team at (877)-335-3339 or email us. We will send you a Return Material Authorization (RMA) number and additional tips. We ask that customers notify us within (15) days or order delivery if a claim needs to be made.
Standard Returns
If you have questions not answered below, don’t hesitate to ask for help. We look forward to communicating with our guests.
- Keep all your packaging and any manuals included until you are sure you love your purchase. If you’re not satisfied, just send us the properly packaged item and your RMA number. We keep track of receipts and paperwork for you.
- We accept items shipped using one of the following carriers:
- UPS
- FedEx
- USPS
- If you have a question, send us a photo or video of any incorrect items you receive, and we will do our best to solve the problem.
Exceptions
If your return fits any of the following criteria please contact our customer solutions team and they will guide you through the returns process.
- Custom-Built Systems
Products that are specially designed to meet your specific need may not subject to the same return policy. A 25% cancellation fee may apply to custom or special orders.
- Damaged or Missing Items
Please report damaged or missing items within 15 days of your order delivery.
- Defective Merchandise
Some items must be handled according to the original manufacturer’s abiding warranty policies. If manufacturer warranty information is not included with your product, please contact us and we will be glad to assist you. Plan to ship a defective product to the manufacturer.
- Clearance Items
Items specifically marked as clearance are nonrefundable. This does not include sale items, just items listed as clearance.
How We Can Help in Complicated Situations
- Our goal is to ship your product the same day you place an order. If a product has been packaged for shipment, we will not be able to cancel it but will happily help you return it. If you change your mind and want to cancel your order, contact us as soon as possible to see if your order has been packaged yet. We will gladly cancel your order free of charge if you contact us prior to the order being fulfilled. US callers: (864) 603-5804 International inquiries call (877) 930-7295.
- If you receive an incorrect order, don’t stress—contact us at returns@freshwatersystems.com and we’ll help you take care of it! If we’ve made a mistake, we’ll figure out a solution and cover any shipping fees as a result of our error.
- If you need to return an item that does not work for your application, please contact us for return instructions at returns@freshwatersystems.com.
- If an item is damaged in the return shipping process, we cannot provide a refund, but we will work with you and the carrier to fix the problem.
- If an order is returned to us marked as undeliverable, we will contact you for a valid address. Additional fees may apply.
- Please contact customer solutions for any package refused at the time of delivery. Email us at orders@freshwatersystems.com or call (877) 930-7295.