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Warranty Returns & Terms of Service

Warranty

Our water softeners, neutralizers, iron filters, sediment filters and other backwashing systems come with a 10-year warranty on the tanks, and a 5 Year Warranty on the control valve.

Other systems 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.

Click here to download a copy of the Warranty

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 protected] 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 will be accepted without a Returns Goods Authorization Number written on outside of the box.

90 Day Product Return

In addition to the factory Warranty above, we also offer a 90 DAY RETURN GUARANTEE, from the original date of the order.  Parts and supplies must be new and unused and in the original box.

Water treatment softeners and filter systems covered under the 90-day guarantee must be dry, repacked into original boxes and returned (shipping not included).  There must be no pipe joint compound on the pipe fittings.  A 25% restocking fee will be charged for all wet or dirty units returned that are not in original box.

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 [email protected] 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 protected] 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.

NOTE: once an RGA is issued you have 30 days from the date of RGA to return the item.

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.

NO RETURNS ON THESE ITEMS:

Special order commercial systems, industrial sand separators, commercial RO systems, ultrafiltration systems, water treatment chemicals such as potassium permanganate, chlorine pellets, chemicals, industrial parts, or custom tanks cannot be returned.

NO RETURNS ON MOST CHEMICALS:

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 & TERMS OF SERVICE

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.

PRODUCT SUITABILITY

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 the 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.

AGREEMENT

Acceptance of delivery of any product constitutes the purchaser’s acceptance of this agreement and subjects the 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 the said purchaser(s) shall be subject solely to the jurisdiction of the Court of the State of California.

DISCLAIMER

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 the 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 the merchandise pursuant to this Website shall be subject solely to the jurisdiction of 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:

By FAX: 831-515-5119

8 am to 5 pm Pacific Standard Time Monday through Friday:
By telephone: 831-462-8500

  • Clean Water Systems & Stores, Inc., Water Treatment Equipment,Service & Supplies, Santa Cruz, CA
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