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FilterWater.com Policies

PLEASE READ THE TERMS AND CONDITIONS CAREFULLY BEFORE ACCESSING OR USING THE ONLINE SERVICE. YOU AGREE TO BE BOUND BY THE TERMS AND CONDITIONS. IF YOU ARE NOT WILLING TO BE BOUND BY THESE TERMS AND CONDITIONS, YOU MAY NOT ACCESS OR USE THE SERVICE.
 
SHIPPING CHARGES ARE NOT REFUNDABLE. WARRANTY ISSUES SHOULD BE RESOLVED WITH MERCHANDISE MANUFACTURERS DIRECTLY.

RETURNS

We offer a conditional 30-day money back guarantee (less the cost of shipping and handling), for most product we carry, except: bottleless water coolers, large custom orders, products that have been used or damaged, filter cartridges* and international orders. Water Cooler and custom order returns have to be authorized by manufacturer. Up to 30% restocking fee can be assessed on products that have been in use and were returned within 30 days from date of purchase. An up to 30% restocking fee may be charged on any returned Bottleless Water Coolers (depending on condition of the units), Custom Products such as Large Whole House systems, or any other products that were returned not in "like new" condition.
 
No refunds are issued on products that were damaged during installation, or because of incorrect installation. No refunds are issued on Replacement Cartridges ("replacement filters") that are not in original sealed packaging or that had contact with water unless a manufacturing defect has been identified, and Water Tests that have been used (even partially).
 
In order to qualify for a Return, a Return Merchandise Authorization (RMA) number must be requested within 30 days from the date of purchase. Requests must be accompanied by either your order number or full billing name. You can also use the contact form to request RMA. Put "Return" in email subject line.
 
No refunds are issued on products after 30 days.
 
No returns on international orders for Crystal Quest products.
 
Shipping charges are non-refundable. Actual shipping charges will be subtracted from refunds on products that received "Free Shipping" promotion, except for products that have defects.
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How to Return Merchandise

All returns must be accompanied by an RMA number (Return Merchandise Authorization) and your Order Number. Please package returned product(s), write both numbers on the shipping box where it will not be covered by a label, and mail to the following address:
Attn: Returns
FilterWater.com
P.O.Box 968
Southampton, PA 18966-0968


CONCEALED DAMAGE
 
Sometimes damage during shipping cannot be detected until product(s) are removed from packaging and/or installed. If concealed damage is detected, it is very important to act immediately. Purchaser needs to file a damaged merchandise claim with the shipping company, and notify us or product manufacturer (if product was shipped directly from manufacturer, see product manual for details) of the damages.
 
CANCELING ORDER

All orders under $1000 can be cancelled prior to shipping with no additional fee. Orders over $1000, custom and commercial units that have been processed and/or sent to shipping or engineering will be subject to a minimum 5% ($50.00 minimum) cancellation fee. Large systems, commercial systems, custom units and systems that are not normally in stock are subject to a 30% restocking fee if returned due to customer's mistake after it has been shipped.
 
If you order has already been shipped, PLEASE REFUSE DELIVERY, and follow the return policy above.
 
WARRANTY

All our products include a standard manufacturer warranty. For instance, Paragon products carry 90-day warranty; Crystal Quest products carry 1 year warranty when installed by a licensed plumber. Filter cartridges are not covered by warranty. If your product is found to be defective or damaged within the warranty period, please call the manufacturer directly, or contact us using the contact form.
 
SALES TAX
 
A Sales Tax charge will be added as % of total order amount to all orders shipped to the following U.S. states
  • Pennsylvania - sales tax of 6%
  • There is no Sales Tax on other orders.



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