Returns, Refunds and RMA Policy

Last updated: August 3, 2026

This policy governs cancellations, returns, refunds, and freight claims for products sold by AQUALIVIA LLC ("AQUALIVIA," "we," "us"). By placing an order you agree to these terms. Read them together with our Limited Warranty and Terms & Conditions.

Six-Month Satisfaction Guarantee

We want you to get the water quality you bought the system for. If you are not satisfied, you may request a return within six (6) months of the ship date, subject to every condition in this policy.

Troubleshooting First

Before any return is authorized, you must give AQUALIVIA a reasonable opportunity to troubleshoot the system with you, and you must provide a current water analysis if we request one. Many performance concerns are the result of sizing, installation, bypass position, programming, or water conditions outside the system's rated specification, and can be resolved without a return. Returns requested without completing this step will not be authorized.

RMA Required

All returns require a Return Merchandise Authorization (RMA) number issued by AQUALIVIA in advance. Write the RMA number on the outside of every carton. Shipments sent without an RMA number will be refused and returned at your expense, and no refund will be issued.

Not Eligible for Return

• Filter media, resin, carbon, salt, cartridges, membranes, and all consumables
• Commercial systems and deionization (DI) equipment
• Special orders, custom configurations, and made-to-order builds
• Water test kits and laboratory testing services
• Any product that has been modified, disassembled, or damaged after delivery
• Gift cards and shipping charges

Condition of Returned Systems

Installed systems may be returned under the guarantee, but they must be fully drained, flushed, purged of media where applicable, cleaned, and repackaged so they arrive undamaged. Systems that arrive with water, wet media, mold, corrosion, or freight damage caused by inadequate packaging are not eligible for a refund and will be returned to you at your expense or held for disposal.

Cancellations

Orders cancelled before the order enters the shipping process are subject to a six percent (6%) cancellation fee, which reflects non-recoverable payment processing and order handling costs. Once an order has entered the shipping process it cannot be cancelled; it can only be returned under this policy. Custom and made-to-order systems cannot be cancelled once production has begun.

Refused Deliveries

A shipment refused at delivery without cause is subject to a twenty-five percent (25%) restocking fee plus all original and return freight charges. Freight on large equipment is significant. If you will not be available to receive a shipment, contact us to reschedule instead of refusing it.

Freight Damage, Shortages, and Missing Parts

Inspect every shipment at delivery.

• Visible damage: note it on the delivery receipt before signing, photograph it, and report it to us within five (5) days of delivery.
• Concealed damage, shortages, and missing components: report in writing within fifteen (15) days of delivery.

After fifteen (15) days, freight damage and shortage claims are closed and the shipment is deemed accepted as delivered. Retain all original packaging until your inspection is complete; carriers routinely deny claims where packaging has been discarded. These windows match our Shipping Policy and Limited Warranty.

Installation-Related Issues

Most reported problems with a new system trace to installation, not to a defect: a bypass left in the wrong position, reversed inlet and outlet, a valve programmed to the wrong hardness, an undersized or improperly routed drain line, unsupported tanks, or unregulated water pressure. These are resolved through our free support, not through a return. Contact us and we will work through it with you. If a return is still appropriate after troubleshooting, the standard terms of the six-month guarantee apply, including the restocking fee and return shipping conditions above.

AQUALIVIA does not install equipment and is not responsible for any installation performed by you or by any plumber, contractor, or installer, including an installer whose name we provided. A refund is not available on the basis of an installer's error, delay, cost, or conduct.

Performance Issues Are Not Return-on-Demand Rights

Systems are configured, specified, and built strictly according to the water quality metrics and technical numbers you or your dealer provide. AQUALIVIA does not perform or guarantee the field or laboratory testing used to size a system; the accuracy, validity, and collection method of all samples and results are your responsibility. Recommendations based on that data are not a guarantee of results. A performance shortfall traceable to inaccurate, incomplete, or unrepresentative water data, to fluctuating water tables or seasonal changes, to contaminants not reported, to installation, or to water conditions outside the system's rated specification is not a defect. Such claims are handled under the troubleshooting process above, not as automatic refunds.

High-Contaminant Water: Mandatory Design Review

Standard automated sizing and direct purchase are restricted where a water test meets or exceeds any of the following: hydrogen sulfide (sulfur) above 5 ppm, iron above 10 ppm, or manganese above 5 ppm. You must contact AQUALIVIA for a mandatory design review before purchase, and we may withhold a recommendation until a certified laboratory analysis is provided for manual evaluation.

If you purchase and install a system on water exceeding these thresholds without completing an AQUALIVIA design review, the system is operating outside its rated specification. Underperformance, fouling, media damage, and component failure in that situation are not defects, are not covered by warranty, and do not entitle you to a refund outside the standard terms of the six-month guarantee, including its restocking fee and return shipping conditions.

Reverse Osmosis Under-Sink Systems

Under-sink reverse osmosis systems are specified for professional installation. A refund is not available on the basis of a shortfall or damage arising from an installation that does not conform to our published instructions. See the Reverse Osmosis Under-Sink Installation Requirements.

Refund Processing

Once a returned item is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original method of payment. Allow up to ten (10) business days after inspection for processing, plus your financial institution's posting time. Shipping charges are not refundable.

Chargebacks and Payment Disputes

You agree not to initiate a chargeback, stop payment, or payment reversal for products delivered as ordered. If you have a concern, contact us first; we will work with you. In the event of a chargeback, your order records, delivery confirmation, and these policies constitute proof of authorization and delivery. We may recover unpaid amounts, chargeback fees, collection costs, interest, and reasonable attorney fees to the extent permitted by law. Nothing in this section limits any right you have under applicable law or your card issuer's rules.

State Law

This policy gives you specific rights and does not limit any right you have that cannot be waived under applicable state or federal law. Where a provision is unenforceable in your state, it applies only to the extent permitted and the remainder stays in effect. California residents retain all non-waivable rights under California law.

Related policies: Limited Warranty Shipping Policy Terms & Conditions Privacy Policy