All Aquasana products are shipped the same day. All Aquasana water filters have a 60-Day Money Back Guarantee. If for any reason you are not satisfied, simply return the filter with all original contents within 60-days (excluding the Aquasana Rhino EQ-300 which has 90 days).
General Return Policy
All return shipping fees are the customer's responsibility unless the return is due to our error or manufactures defect.
All returns must have an RMA or RAC before being returned or the return shipment may refused by AquasanaUSA, call 1-866-356-2192 and speak with customer service to get the RAC. All returns must also contain all parts that were sent, along with all original packaging. If an item is returned without all parts, your refund may be subject to a 15% restock fee. All returns due to customer "change of heart" are subject to refund under the above and below listed conditions, and shipping to the customer will be deducted from your refund.
All performance or product expectations are done verbally or in writing with the customer and do not exceed the manufacturers system specs. New test results will be required on raw and treated water for all well water products before a return is authorized and allowed.
Refund Procedure
All orders placed online may be returned, except for special orders, for a full refund if the returned product falls under the manufacturers return period and AquasanaUSA's return policies listed below. Shipping fees are not refundable. All refund amounts will be based on the above Manufacturers warranty and return policy and AquasanaUSAs return policies. Refunds will be issued back using the payment method you used when you placed your order. Refunds take up to 7 business days to process once we receive the return.
Returns without an RMA
Returned orders without an RMA that fall within the return policy of both the manufacturer and AquasanaUSA will be subject to a refund minus shipping both ways.
Returned orders without an RMA that do not fall within the return policy of either AquasanaUSA or the manufacturer will be issued no refund and customer will be contacted to arraign return shipment to them or the package may be refused upon delivery to AquasanaUSA.
Order Cancellation Policy
You can cancel your order for any item provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you or by our customer service department. However, you can return the item for a refund.
Refused Shipments
If an item is refused upon delivery at no fault of AquasanaUSA, the customer will be charged a 15% restock fee. AquasanaUSA can not be liable for the shipping charges if the item is refused before delivery. Freight packages that are refused will be charged a 15% restock in additional to freight charges both ways. For returns that don't qualify for the manufacturers money back guarantee due to improper installation, improper use and/or neglectful damage, no refund/credit will be given after the time period listed by the manufacturer for returns unless stated otherwise for water filtration units/softener systems.
Damage Claims
All damage claims on deliveries must be made with 15 days of arrival to customers home. All returned product must be in reasonable condition for resale. All damaged returns will be subject to a 15% restock fee or total retail cost of all damaged parts, whichever is higher and shipping. AquasanaUSA is not responsible for damaged equipment being returned.
AquasanaUSA Responsibilities and Limitations
AquasanaUSA representatives will recommend an overall water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. AquasanaUSA can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water. Purchasers are advised that water quality conditions vary by area. Product performance may be affected by these variables, and for optimum performance purchasers should verify prior to ordering that their local water quality falls within AquasanaUSA's recommended specifications. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not prior disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to working with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable solutions available.
AquasanaUSA may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.
The Satisfaction Guarantee and Performance Guarantee do not apply to commercial or custom built systems/filters. Manufacturer's warranties do apply.
