Warranty & Returns
Our water softeners, neutralizers, iron filters, sediment filters and other backwashing systems with the CWS control valves come with a 10 year warranty on the tanks, and a 7 Year Warranty on the control valve. Systems with Fleck control valves come with a 10 year warranty on the tank and 5 years on the control valve. The Scale Stopper Salt-Free Water Conditioner Systems come with a Lifetime Warranty on tank and parts.
Other system and components come with varying lengths of warranty from the manufacturer. Warranty coverage extends to defective parts, not to normal wear and tear. For example if the well failed and sand was pumped through the control valve and the piston needed to be replaced, or the seals changed, that is not considered a defective valve by the manufacturer.
For existing customers (customers who have purchased from us in the past only): Contact us for Support by Opening a Ticket. Submitting a ticket is a great way to get fast priority support for our customers who have purchased from us and need assistance. It is fast and easy, and even if you call in, you can reference the Ticket # and our staff can quickly assist you! Email us at email@example.com for support and to automatically create a support ticket.
For items that need to be returned under warranty, please contact us to get a Returned Good Authorization number. Shipping costs are not covered under the warranty.
Subject to the terms of the warranty we will replace and/or repair, at our option, any parts found to be defective in materials and workmanship. Defective parts must be returned, shipping pre-paid to us.
Should you ever need to contact Clean Water Systems regarding a warranty claim, please supply us with your original Order Tracking Number (or Order Date), your Account Number, the Product Serial Number if applicable, and a brief description of the warranty claim.
Should you need to return your water treatment system or product under warranty, we will supply you with a Returns Goods Authorization Number. No returns can be accepted without a Returns Goods Authorization Number.
90 Day Product Return Guarantee
In addition to the factory Warranty above, we also offer a 90 DAY RETURN GUARANTEE, from original date of the order, for all our residential backwashing and upflow residential filter systems, water softeners, Scale-Stopper water conditioners, backwash and upflow neutralizers, iron filters, sediment backwash filters, carbon backwash filters, chlorinators, and WonderLight UV Sterilizers!
We will return 100% of your money (less shipping costs) if you return your order within 90 Days of purchase, providing you contact us first so we can assign you a returns good authorization number. Please note : Shipping costs refers to what it costs us to ship it to you when you first order the product, plus what it costs for the product to be shipped back to us at our corporate headquarters in Santa Cruz CA 95062.
The item can be in used condition of course, but cannot be damaged otherwise by misuse etc. The system must be clean, and not scratched or damaged. We recommend the shipment be insured (usually shippers charge a very small extra charge for this) in case it is damaged during shipment.
Not covered by 90 Day Money Back Guarantee:
Nitrate Filters, Tannin Filters, Ultra-Filtration Systems, Commercial and Industrial filter systems, Rusco Spin-Down Filters, RO systems (unders-sink, point of use, commercial and/or industrial), sand separators, water filter cartridges, water treatment chemicals, flow switches, water meters, Carlon water meters, water treatment parts, test kits, supplies, fittings, flex lines, gauges and spare parts.
Note if it the item is not a special order or specially built (such as an EPRO commercial RO or UF system) we can often take the item back and issue credit if the item is new and it is in the original box and returned within 90 days.
Returned systems should be shipped to Clean Water Systems & Stores Inc. 2806-A Soquel Ave, Santa Cruz, CA 95062. Please call us or email us at firstname.lastname@example.org for a Returns Goods Authorization number to include with your return.
The items being returned must have a Returned Goods Authorization number on the outside of the box.
It is important to contact us at email@example.com for your RGA # prior to returning any items. In your e-mail or phone calls, please reference your original order number and the reason for return and whether you would like a refund or replacement product.
Reasons for Return
- • Shipping damage
- • Incorrect item(s) shipped
- • Dissatisfaction (please explain)
- • Other (please explain)
We will respond promptly with a return confirmation message and (if necessary) shipment instructions for returning the item.
Please Note: regarding shipping costs, if we made an error and sent you the wrong item, we will pay for shipping to return the item and send you a replacement. However, if you are returning an item that was not our error, then you will need to pay for shipping to us, and if you received free shipping of the items to your location, then you will be charged for our shipping costs to ship the items to you.
RESTOCKING FEES (If un-used and returned to us within 60 days)
NOTE These items have a 35% restocking fee:
Filter cartridges, control valves and valve parts, Stenner Pumps and Parts, Carlon Meters, Sand Separators, EverHot, EverCold products, and Waterwise Distillers.
NO RETURNS ON THESE ITEMS:
Special order commercial systems, industrial sand separators, commercial RO systems, water treatment chemicals such as potassium permanganate, chlorine pellets, industrial parts, or custom tanks cannot be returned.
Chemicals such as chlorine pellets and potassium permanganate cannot be shipped back to us due to Federal law and restrictions, however you may be able to physically drop them off to us, if that is possible, so please contact us for more details.
LIMITATION OF LIABILITY
Clean Water Systems & Stores Inc. (the Seller) makes no warranties of any kind, expressed or implied concerning water treatment products offered for sale, including warranties of merchantability or fitness for a particular purpose, except that water treatment products should be capable of performing as claimed by the manufacturer of each product.
Prices are subject to change without notice.
Seller’s obligation for water treatment products performance below specifications shall be limited solely to the refund of the purchase price minus shipping & handling charges or replacement of product if defective. Installation charges are not refundable. Determination of suitability of the product for uses and applications contemplated by Buyer shall be at the sole responsibility of the Buyer. Purchase of products offered by Clean Water Systems & Stores Inc. constitutes Buyer’s acceptance of this Limited Liability.
All information presented by Clean Water Systems & Stores Inc is based on data believed to be reliable. It is offered for evaluation and comparison but is not to be considered a warranty of any kind. Seller makes no warranty, expressed or implied, concerning any product, the merchantability or fitness thereof. Seller’s maximum obligation under this warranty shall be limited to a refund of purchase price or replacement of product proven defective. Clean Water Systems & Stores Inc. shall in no event be responsible for consequential damages of any nature or amount. Determination of suitability of the product for uses and applications contemplated by the purchaser shall be the sole responsibility of the purchaser.
Acceptance of delivery of any product constitutes purchaser’s acceptance of this agreement and subjects purchaser to its contents. Any purchaser of merchandise from Clean Water Systems & Stores Inc pursuant to this Internet advertisement agrees that any and all claims and controversies regarding the sale of merchandise to said purchaser(s) shall be subject solely to the jurisdiction of the Court of the State of California.
The following conditions are agreed to by the Seller (Clean Water Systems & Stores Inc) and the Purchaser(s). All merchandise shall remain in the name of the Seller until the purchase price is paid in full. Seller shall not be responsible for goods damaged in transit. The Purchaser(s) use and/or installation of above merchandise constitutes acceptance of these legal terms and conditions. All merchandise is guaranteed only to the extent of the original manufacturer’s warranty. Warranties exclude liability for labor and/or consequential damages. Repairs or alterations to merchandise shall void any and all warranties. All claims and issues regarding the sale of merchandise pursuant to this Web site shall be subject solely to the jurisdiction to the Court of the State of California.
You can contact the Clean Water Systems in the following ways:
24 hours a day, 7 days a week:
- Existing clients priority technical and product support
- Email the office: All other general business matters
- Looking to Get a New System? System design and selection
8am to 5pm Pacific Standard Time Monday through Friday:
By telephone: 831-462-8500