Return Policy

Please note that US Water Systems reserves the right to revoke or revise the Return Policy at its sole discretion.

At US Water Systems, we are committed to providing the best possible product and customer experience, period. However, we are aware that there may be times when things do not go exactly as planned. In that case, we would appreciate the opportunity to work with our customers to remediate any concerns or issues that arise. We look forward to being a loyal partner in all your water treatment needs.

COVID-19 UPDATE

US Water Systems continues to do our part to help prevent the spread of the coronavirus (COVID-19) and protect our team members and customers. Effective today, we’ve changed a few policies to further this protection.

We will not accept returns or exchanges on any chemicals, raw materials, or consumable products purchased from today until August 1, 2020 due to contamination concerns.

All other products will be received into our facility and will then be placed into a quarantine location for 14 days before the return will be addressed. Please note that an RA# must be obtained by following the instructions below.

Refunds will be processed after the receipt of product and then a quarantine period of 14 days. Refunds will then begin the internal process, please allow for 14 additional business days. It may take several more days for bank processing before funds are received.

Residential Products

US Water Systems Brand Residential Items may be returned if new, unused, and unopened, in original packaging, within 60 days of delivery for a full refund or store credit less actual shipping costs. Return shipping fees are the responsibility of the customer unless the item received is deemed incorrect or defective. It is the customers responsibility to insure the return for full value in case of transportation damage.

There are no returns on products which have been installed or used, except for standard warranty replacement according to our stated warranty.

NOTE: Whole House Reverse Osmosis Systems are not covered under Residential Products Return Policy, because they are indeed commercial products. They are covered under the Commercial Return Policy, see below.

Non-US Water Systems Brand Residential Items may be returned if new, unused, and unopened, in original packaging, within 30 days of delivery, for a full refund or store credit less actual shipping costs. Return shipping costs are the responsibility of the customer unless the item received is deemed incorrect or defective. It is the customers responsibility to insure the return for full value in case of transportation damage.

A Return Authorization Number must be obtained from US Water Systems before returning items for any reason. This process is detailed below. There may be a restocking fee of up to 40% depending on the item.

If exchanging items, the return item(s) must be received before replacement item(s) are sent. A Return Authorization number must be obtained from US Water Systems before returning items for any reason. Shipping charges for exchanged or replaced items will be the responsibility of the customer. It is the customers responsibility to insure the return for full value in case of transportation damage.

A request for a Return Authorization Number is generated by selecting the button below and following the steps until completion. This process takes from 24-72 business hours for a response. This number MUST be obtained from US Water Systems before returning any items, for any reason.

Refused Orders: If an order is refused, the customer is responsible for the costs of shipping to and from their location as well as a restocking fee of up to 40%.

Refunds will be processed after the receipt of product and then a quarantine period of 14 days. Refunds will then begin the internal process, please allow for 14 additional business days. It may take several more days for bank processing before funds are received.

 

Commercial Products

 

Commercial Items ineligible for Returns or Refunds include but are not limited to: Point-of-entry reverse osmosis systems, backwashing filters, softeners and any special-order / custom items are made to order specs or engineered based on customer specifications and/or applications.

All Other US Water Systems Brand Commercial Items: A request may be made for a Return Authorization if the items are in original packaging and unopened within 14 days of delivery. If the Return Authorization is approved, the order may qualify for a refund or store credit less actual shipping costs and are subject to a restocking fee of up to 40%.

Return shipping/freight fees are the responsibility of the customer unless the item received is deemed incorrect or defective. It is the customers responsibility to insure the return for full value in case of transportation damage.

Reseller Orders: Items purchased in bulk quantity, special orders, or are custom manufactured are not eligible for a refund but may qualify for an instore credit. A Return Authorization Request must be made within 14 days of receipt of the product to qualify for consideration.

A Return Authorization Number must be obtained from US Water Systems before returning any items for any reason. Please follow the return instructions carefully before returning any item to ensure timely credit or refund.

Refused Orders: If an order is refused, the customer is responsible for the costs of shipping to and from their location as well as a restocking fee of up to 40%.

A request for a Return Authorization Number is generated by selecting the button below and following the steps until completion. The process takes from 24-72 hours to receive a response. This number MUST be obtained from US Water Systems before returning any items, for any reason.

Refunds will be processed after the receipt of product and then a quarantine period of 14 days. Refunds will then begin the internal process, please allow for 14 additional business days. It may take several more days for bank processing before funds are received.

Return Instructions

RECEIVED WRONG ITEM / PROBLEM WITH ITEM - If you received the wrong item or there is a problem or damage with your item, please contact US Water Systems Customer Service within 14 days of delivery by selecting the START button below to begin your request for an RA #.

DAMAGED SHIPMENT - If a package or freight shipment is received that appears damaged or upon opening an item it appears damaged, please take the following actions:

  1. Notify the delivering carrier immediately that the package or item was damaged during shipment to ensure they have noted it in their system and/or paperwork.
  2. Please contact US Water Systems at 800-608-8792 as soon as possible.

RETURN ADDRESS - Send all returning items, properly packaged, with an RA# to:

US Water Systems
Returns RA#
1209 Country Club Road
Indianapolis, IN 46234

Refunds will be processed after the quarantine period, which consists of 14 business days after item delivery to US Water Systems. It may take several more days for bank processing before funds are received.

 

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Please note that this form is not approval for a return. You will hear from a team member by Email or Phone regarding information about your request for a return authorization within 72 Business Hours of submitting this form.

QUESTIONS?

E-mail: support@uswatersystems.com
Phone: 800-608-8792

 

Cancellation Policy

 

To cancel an order that has not yet shipped, please call the customer service department at (800) 608-8792. Once an order has been shipped, it cannot be cancelled, and you will have to process a return.

Due to the nature of commercial/industrial equipment, point of entry RO systems, pond systems, and other special-order/custom items will be subject up to a 40% cancellation fee. Please note that there are special order items that cannot be cancelled. Items with restrictions will be noted in the item description.

*Warranties are product specific and are on product pages.