WHAT PERSONAL DATA WE COLLECT AND WHY WE COLLECT IT

1. WATERLUX SHIPPING POLICY

WATERLUX process all of the orders within 1 business day, unless otherwise noted.

For continental US, orders are shipped via FedEx, UPS, or US Mail. Shipping rates are based on our cost and depend on weight, product dimensions, and destination. Shipping rates for orders outside the continental US will need to be quoted by a WATERLUX customer service representative before the order can be processed and will be invoiced separately.

Wholesale orders are invoiced separately.

Many commercial items and oversized/overweight items will have an additional shipping fee.

For questions regarding these items please contact us help@waterlux.com

2.WATERLUX RETURN POLICY

Residential Products

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 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.

A Return Authorization Number must be obtained from WATERLUX 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 WATERLUX 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.

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 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 in store 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 WATERLUX 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%.

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 Customer Service within 14 days of delivery by sending us an email at help@waterlux.com

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 WATERLUX help@waterlux.com as soon as possible.
  3. Take pictures of the damage and shipping package along with the shipping label

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

WATERLUX
Returns RA#
1161 NE 45th ST
Oakland Park, FL 33334

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

 

3. CANCELLATION POLICY

To cancel an order that has not yet shipped or installed, please email the customer service department help@waterlux.com. 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.