Refund policy

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 Guest Services team at (877)-335-3339 or email us. We will send you a Return Material Authorization (RMA) number and additional tips.  

Return Shipping Process

 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 Guest Services 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
  • If you change your mind and want to cancel your order, we will gladly cancel your order free of charge if you contact us prior to the order being fulfilled. 
  • If you receive an incorrect order or one that doesn’t suit you, don’t stress—we will take care of it.   
  • 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 we’ve made a mistake, we’ll figure out a solution and cover any shipping fees as a result of our error.  
  • 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. 
  • Please contact Guest Services for any package refused at the time of delivery.