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This Pentair Water Solutions (PWS) Refunds and Returns Policy ("Policy") applies to factory-direct purchases of Pentair, Pentair Pelican and other consumer purchases from Pentair.com or PelicanWater.com ("Pentair"). By purchasing any product from Pentair Water Solutions (PWS) you agree to this Policy. This policy was last updated on July 19, 2021. Pentair reserves the right, at its sole discretion, to change, modify, add, or remove portions of this Policy, at any time. It is your responsibility to check this Policy periodically for changes.
60-Day Money-Back Guarantee
At Pentair Water Solutions, we pride ourselves in selecting the just-right system for your unique water challenge. We use tools and proprietary data to diagnose your water, and recommend a custom solution that is right for your family. We want you to feel confident in your water solution, and as such, offer a 60-day, no questions asked, trial period. If you are not confident in your water solution, we will provide a full refund.
Pentair Water Solutions will accept return of Pentair or Pelican brand items unused and in original condition within 90 days of shipment for a full refund of your purchase price. Freight shipments may be returned within 90 days of shipment for a full refund of your purchase price minus a 25% restocking fee. Other terms apply:
- If your return is received on or before 60 days after purchase, you will receive a full refund.
- You have 90 calendar days from purchase to return a product that is unused, unopened, and in working condition for a refund.
- All returns must be shipped to Pentair Water Solutions (PWS) and require prior authorization and a clearly-labeled Return Authorization Code ("RAC") on the outside of the return shipment package. This code entitles you to a full refund of the purchase price for the product(s) you ordered, no questions asked.
- Ensure that the product you are returning is repackaged with all the parts, pieces and documentation that was included when you received it.
- You are responsible for the return shipping costs on all products.
- You are responsible for the cost of insuring the product during return shipping.
- Installation fees and any costs incurred to un-install the product will not be reimbursed, as the money-back guarantee can be applied to product/system only.
- Shipping charges related to the original purchase are not refundable/reimbursed.
- This offer is only applicable for products purchased directly from Pentair Water Solutions through our virtual consult, Pentair.com direct e-commerce site or if purchased from an in-home sales consultant (in select markets).
- Water test kits may be returned if unused within 30 days of shipment, minus a 15% restock fee.
- UV (Viqua, UV Max) product may be returned within 30 days of shipment unopened, minus a 10% restock fee.
All returns will be inspected for completeness and damage. Some products have return restrictions. Please review the list below to determine if special return policies apply to your products. Systems altered or changed from their original manufacturer build and specs are not returnable. Taxes, brokerage, shipping, customs, and border crossing fees on shipments are not refundable. All custom, high flow, estate or special order products are built to order and cannot be returned once ordered. Manufacturer warranties still apply to all custom systems.
How to Return Pentair Water Solutions Products
- Contact Pentair Water Solutions and request a Return Authorization Code by calling 1-877-842-1635.
- Repackage the product with everything included in the package when you received the product.
- Clearly label the Return Authorization Code on the outside of the package. Pentair will not accept unauthorized returns.
- Your return must be received by Pentair within 30 calendar days of the Return Authorization Code number being generated.
- Returns for factory-direct Pentair Water Solutions products will only be granted for products purchases through Pentair Water Solutions virtual consult, direct e-commerce on Pentair.com and through in-home consultants (in select markets).
- Ship your product to Pentair Water Solutions. For all products, you may use the carrier of your choice. Ship the product to the following address:
ATTN: RETURNS DEPARTMENT
2395 APOPKA BLVD.
APOPKA, FL 32703
Additional Details on Pentair Water Solutions Returns
All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the above and below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. If a non-conforming product is accepted for return Pentair Water Solutions reserves the right to charge a restocking fee up to 25%, at our sole discretion. Return processing may take up to 5 business days from the time your product is received.
Return Authorization Code (RAC)
Returns will not be accepted without a valid Return Authorization Number (RA). Unless otherwise specified in the item listing on our website or in our Return Policy, you may request a Return Authorization Number (RA) within 90 days of the original purchase date. RA numbers expire after 30 days, but we encourage you to return the product as soon as possible. Any return we receive without a valid RA number will be documented and rejected or subject to a restocking charge at our sole discretion. Customers should call 1-877-842-1635 and speak with customer service to get the RAC. All returns must also contain all parts that were sent, along with all original packaging. Returns must have an RMA or RAC before being returned or the return shipment may be refused by Pentair.
Pentair Water Solutions may, at our discretion, send you a pre-paid return label for you to return the product. If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs. If you use this mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.
For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. Pentair shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse, will be paid by the customer, and are non-refundable. At our discretion, we may reimburse shipping charges related to the return of defective products inside the U.S. only.
For freight shipments, we are happy to accept returns for large items that are shipped via our specialty shippers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, please contact customer service and request the return. We will follow up with instructions for returning the item. Note: Any return that is not the result of our error may be subject to a restock fee which will be deducted from the refund.
Important Return Notice
In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied. The product(s) will be deemed not eligible for return to the manufacturer and will be returned to you. If Pentair, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee will be assessed.
For authorized returns within the 60-day money-back guarantee window, Pentair will initiate a full refund (purchase price excluding shipping and handling and installation, if applicable) when the product is received:
- Your Return Authorization Code will be identified and marked as received.
- The package will be inspected to confirm that it contains everything included with the product.
- Your refund will be initiated according to the original payment type(s) for the order. Refunds will be sent to the original method of payment within 5 business days of receipt of the returned product.