Refund policy

The short version

Unopened, uninstalled products in original packaging can be returned within 30 days. Cartridges and systems that have been installed cannot be returned. Defective products are replaced at our cost, and that is a separate thing from a return.

Why installed filters can't come back

Water filters are plumbing goods on a potable water line. Once a cartridge has been mounted and wetted, it has been in contact with a water supply we cannot verify, and it cannot be inspected, re-sanitized or resold to another food business. No reputable dealer in this category takes them back, and one that claimed to would be telling you something untrue about what happens next.

So: check the part number before you install. If you are not certain the filter is right, email us the equipment make and model first — that is free, and it is faster than a return.

Returning an unopened item

  1. Email us within 30 days of delivery with your order number and what you want to return.
  2. We will issue a return authorization and the correct return address. Please don't ship anything back without one — dropshipped returns go to the supplier's warehouse, not to us, and an unauthorized return is very likely to be refused.
  3. Pack it in the original packaging, including any manifold hardware, brackets and documentation.

Approved returns are refunded to the original payment method once the warehouse receives and inspects the item, typically within five to ten business days of arrival.

Return shipping is the customer's responsibility unless the return is our error or the product is defective, in which case we cover it. A restocking fee of 25% applies to returns of unopened stock, and is waived when the return is our mistake.

Defective or damaged products

This is not a return, and none of the above applies.

If a product arrives damaged, or fails within its manufacturer warranty period, contact us with your order number and photographs. We will handle the manufacturer claim and get a replacement moving. You should not be doing warranty paperwork with a manufacturer over a part you bought from us.

For freight deliveries, note the damage on the delivery receipt before you sign and photograph it — see our shipping policy. A signed clean receipt makes a damage claim substantially harder to win.

Cancellations

Email us as soon as you can. If the order has not yet been released to the warehouse we can cancel it outright. Once it has shipped it becomes a return under the terms above. Freight orders release quickly, so cancel early.

Wrong part?

If we specced it and we got it wrong, it comes back at our cost with no restocking fee, and we send the right one. Tell us what happened.