Warranty Returns & Terms of Service

Our Guarantee

Complete Systems — 6-Month Satisfaction Guarantee

Not happy with your system for any reason? Return it within 6 months of purchase — even if it’s been installed and used — for a full refund of the purchase price.

  • No restocking fee
  • Customer pays return shipping
  • Residential systems only
  • Call or email first for an RGA number (how to request a return)

Parts — 90-Day Returns

  • Return within 90 days of purchase
  • Must be unused and in original packaging
  • 25% restocking fee
  • Customer pays return shipping

Water Test Kits — 30-Day Returns

  • Return within 30 days of purchase
  • Must be unused and unopened

Other Returns

For unused items returned for reasons other than satisfaction with a system (for example, ordering the wrong item):

  • 25% restocking fee
  • Original shipping charges are non-refundable, and if free shipping was provided, outbound shipping costs may be deducted from the refund

On international orders, taxes, brokerage, customs, and border fees are non-refundable.

Shipping

Most orders ship within 2–3 business days from our warehouse. Large, commercial, or multi-system orders may take 5–7 business days.

  • Flat-rate shipping: $9.95 for orders under $100
  • Free shipping: orders $100 and over within the continental U.S.
  • Alaska, Hawaii, Canada, and other international destinations may incur additional charges

Please inspect all deliveries promptly. If your order arrives damaged, notify us within 5 business days of delivery so we can help with a carrier claim, replacement, or next steps.

Limited Warranty

Warranty Periods

  • Lifetime warranty on fiberglass mineral tanks 6″–13″ diameter; 5 years on 14″ and larger
  • 5-year warranty on contact/retention tanks, any size
  • 5-year warranty on control valves; lifetime on the 7500-Rev4 ceramic disc
  • 1-year warranty on all other components

What This Warranty Covers

What This Warranty Does Not Cover

  • Normal wear items
  • Labor, installation, or removal costs
  • Shipping charges
  • Freeze damage, misuse, neglect, or improper installation
  • Plumbing, pipes, fixtures, or appliances
  • Delays or consequential damages

Some products and components carry manufacturer-specific warranties. Some implied warranties may apply and vary by state. Where prohibited by law, certain exclusions or limitations may not apply.

Warranty Returns

All warranty returns require a Returned Goods Authorization (RGA) issued in advance. To request one, please provide:

  • Order number or order date
  • Product serial number (if applicable)
  • A brief description of the issue

Return shipping is the responsibility of the customer. Approved warranty items will be repaired or replaced at our discretion. No returns are accepted without an RGA number.

Shipping Errors

If we shipped the wrong item, we’ll cover return shipping and send the correct item or issue a refund.

If the return is not due to our error, see the return terms above for that item.

Non-Returnable Items

These items can’t be returned and aren’t covered by the 6-month satisfaction guarantee:

  • Water treatment chemicals (including chlorine pellets and potassium permanganate)
  • Custom or special-order items
  • Commercial or industrial systems, including commercial RO and commercial UV (including Viqua)
  • Industrial sand separators
  • Tannin systems

Due to shipping restrictions, most chemicals can’t be returned by carrier. Local drop-off may be possible by prior arrangement — please contact us first.

How to Request a Return (RGA)

Before returning any item, contact us for an RGA number:

Please include your order number, the items you’re returning, the reason, and whether you’d like a refund or replacement. Once an RGA is issued, ship the item back within 30 days.

Return Address

Clean Water Store
Attn: Returns – RGA #XXXXXX
2806 Soquel Ave Ste A
Santa Cruz, CA 95062

Limitation of Liability

Except as stated in Our Guarantee above, Clean Water Systems & Stores Inc.’s liability is limited to refund of the purchase price or replacement of defective product, at our discretion. Installation costs and labor are not refundable. We are not responsible for incidental or consequential damages; some limitations may vary by state and may not apply where prohibited by law. All purchases are governed by the laws of the State of California.

Agreement

Acceptance of delivery of any product constitutes acceptance of these terms. Determination of product suitability for a particular application is the sole responsibility of the purchaser.