Official Policy
AQUALIVIA™ Warranty & Return Policy
Part I
AQUALIVIA™ Limited Warranty Policy
Applies To
AQUALIVIA™ branded products, including ScaleProTec™, WellFusion™, EVOSOFT™, AquaProTec™, DI-FUSION™, AQUAREX™, OZONEX™, AquaVRay™, HydroClear™, and AquaRevive™.
Warranty Coverage
AQUALIVIA™ warrants that its products will be free from defects in material and workmanship under normal use, proper installation, and proper maintenance, subject to the conditions below. Coverage begins on the original purchase date and applies only to the original purchaser. Proof of purchase is required. This warranty is non-transferable.
Coverage by Product Category
| Product Category | Coverage Period |
|---|---|
| Residential Mineral Tanks | 10 years for tanks up to 13" × 54"; 5 years for larger sizes |
| Proprietary Control Valves (AQUALIVIA™-branded) | 5 years |
| Other Softener/Filter Control Valves | 5 years |
| Brine Tanks | 5 years |
| Brine Tank Components (floats, safety valves, etc.) | 1 year |
| Other Accessories and Parts | 1 year |
| AQUAREX™ Whole House Filter | 5 years |
| OZONEX™ Ozone Systems | 1 year |
| AquaVRay™ UV Systems | 1 year |
| HydroClear™ and AquaRevive™ Reverse Osmosis Systems | 3 years for the system only; filters and membranes are excluded |
Exclusions
This warranty does not cover:
- Consumables, including media, resins, filter cartridges, membranes, UV lamps, and quartz sleeves.
- Damage caused by misuse, improper installation, alteration, negligence, freezing, fire, flood, power surges, lightning, or Acts of God.
- Operation outside published specifications, including pressure, temperature, pH, TDS, iron, manganese, turbidity, hydrogen sulfide, and similar parameters.
- Use of non-AQUALIVIA™ consumables or replacement parts.
- Products exposed to outdoor elements or freezing conditions.
- Products purchased used, refurbished, or through unauthorized resellers.
- Commercial use of residential-only models.
- Labor, service, shipping, installation, removal, diagnostics, or field service.
Warranty Claim Process
Contact Support: Contact AQUALIVIA™ Support ([insert contact info]) with proof of purchase and a description of the defect.
Timeline: Warranty claims must be reported within 30 days of discovery and before the warranty expiration.
Authorization: If approved, a Return Authorization (RA) number will be issued. Unauthorized returns will not be processed.
Shipping: Customer must ship the product prepaid to AQUALIVIA™. If the claim is valid, AQUALIVIA™ will cover return shipping of the replacement within the continental United States only.
Verification: AQUALIVIA™ may require photos, water test results, or diagnostic verification before approval.
Remedies
At its sole discretion, AQUALIVIA™ will:
- Repair the defective part;
- Replace the defective part with new or refurbished components; or
- Replace the entire unit.
Refunds are only issued if repair or replacement is not commercially reasonable.
Limitation of Liability
This Limited Warranty is the exclusive remedy. AQUALIVIA™ disclaims all other warranties, express or implied, including merchantability and fitness for a particular purpose.
AQUALIVIA™’s liability shall not exceed the purchase price of the product. Under no circumstances will AQUALIVIA™ be liable for incidental, indirect, special, or consequential damages, including water damage, property damage, loss of use, revenue, or business interruption. Some states do not allow certain exclusions, so these limitations may not apply.
Governing Law, Arbitration, and Venue — Warranty
This Warranty is governed by the laws of the State of Florida.
- Binding Arbitration: Any dispute, claim, or controversy arising from this Warranty shall be resolved by binding arbitration under the Federal Arbitration Act (FAA) and administered by the American Arbitration Association (AAA) under its Consumer Rules. The arbitration shall take place in Tampa Bay, Florida.
- Class Action Waiver: Claims must be brought individually, not as part of a class or representative action.
- Jury Trial Waiver: To the extent a dispute is not subject to arbitration, both parties waive the right to a jury trial.
- Venue: If arbitration is not applicable, disputes shall be resolved exclusively in state or federal courts located in Pinellas County, Florida.
- Attorney’s Fees: If AQUALIVIA™ prevails in any dispute, it is entitled to recover reasonable attorney’s fees and costs.
Part II
AQUALIVIA™ Return Policy
30-Day Satisfaction Guarantee
If, within thirty (30) days of purchase, you are not fully satisfied with your AQUALIVIA™ product, you may request a refund of the purchase price, subject to the terms and conditions of this Return Policy.
All returns must comply with the requirements stated herein, including obtaining a Return Authorization (RA) number and ensuring the product is unused, undamaged, and in its original packaging.
Refunds will be issued to the original payment method within ten (10) business days following inspection and approval.
This Satisfaction Guarantee does not apply to custom, special-order, or commercial systems, nor to consumable products, including filters, membranes, resins, and lamps. Shipping and restocking fees may apply as outlined in this Policy.
Return Eligibility
| Product Type | Return Eligibility |
|---|---|
| Standard Products | Returnable within 30 days of purchase |
| Whole House Systems & Commercial Equipment | Returnable within 90 days if unused and in original condition |
| Custom or Special-Order Systems | Including DI-FUSION™ skids and high-capacity RO systems; non-refundable unless defective under warranty |
Conditions
- Returns require an RA number. Unauthorized returns will not be processed.
- Items must be in original packaging with all components and manuals. Missing parts may reduce the refund.
- Systems must be fully drained, sanitized, and safe to handle. Wet or contaminated units will be refused.
- Customers are responsible for return shipping and insurance unless the return is caused by an AQUALIVIA™ error.
- Shipping damage must be reported within 5 business days of delivery.
Refunds and Restocking Fees
| Condition | Refund or Fee |
|---|---|
| Unopened, Unused | Full refund, minus shipping |
| Opened but Unused | 15% restocking fee |
| Used Systems (non-defective) | Up to 50% restocking fee |
| Refused Orders | Round-trip shipping plus up to a 25% restocking fee |
| Custom or Commercial Systems | Non-refundable once production begins |
Refunds will be issued to the original payment method within 10 business days after inspection.
Non-Returnable Items
- Consumables, including filters, membranes, resins, lamps, and similar items.
- Items not purchased from AQUALIVIA™ or authorized resellers.
- Products damaged by misuse, improper installation, or neglect.
Order Cancellations
Orders may be canceled before shipment. Once shipped, the return policy applies. Custom and special-order products cannot be canceled after production starts.
Governing Law, Arbitration, and Venue — Returns
This Return Policy is governed by Florida law.
- Binding Arbitration: All disputes related to returns are subject to arbitration under the FAA, administered by AAA, in Tampa Bay, Florida.
- Class Action Waiver: No collective or class claims are permitted.
- Jury Trial Waiver: Both parties waive jury trial rights if arbitration does not apply.
- Venue: Non-arbitrated disputes shall be brought exclusively in Pinellas County, Florida.
- Attorney’s Fees: Customer is responsible for AQUALIVIA™’s attorney’s fees and costs if AQUALIVIA™ prevails.