Last Updated: September 2026
Returns & Refunds Policy
Approved refunds will be processed to the original payment method whenever possible within 7 days after the returned product has been received, inspected, and the refund approved. Additional time may be required for the payment provider or financial institution to credit the funds. Original shipping, delivery, installation, or service charges may be non-refundable when those services have already been completed.
Unopened and Unused Products
Unopened and unused products may be eligible for return within 30 days of delivery, provided they are in their original condition and include the original packaging, accessories, manuals, and components. Customers must contact Factory Water Service within 30 days of delivery to request a return and receive return instructions. Products that have been installed, connected, or used are subject to the restrictions outlined below.
Installed or Used Products
Products that have been installed, connected, used, modified, or damaged after delivery may not be eligible for return. If a product appears to be defective, please contact Factory Water Service so we can determine whether the issue should be handled through service, replacement, or the applicable manufacturer warranty.
Damaged or Incorrect Products
If your product arrives damaged, incomplete, or different from what you ordered, please contact Factory Water Service as soon as possible. Keep the original packaging and take clear photos of the package, product, shipping label, and any visible damage. We will review the issue and provide instructions for the appropriate next steps.
Return Shipping and Delivery Costs
Return shipping, delivery, and related costs may vary depending on the reason for the return. Any applicable return shipping or delivery charges will be communicated to the customer before the return is processed. If the return is due to an incorrect or damaged product, we will review the circumstances and provide appropriate return instructions.
Refunds
Approved refunds will be issued to the original payment method whenever possible. Processing times may vary depending on the payment provider or financial institution. Original shipping, delivery, installation, or service charges may be non-refundable when those services have already been completed.
Installation and Service Charges
Installation, diagnostic, maintenance, and other service charges are separate from the product purchase unless specifically included in the order. Once an installation or other service has been completed, the associated service charges are generally non-refundable, except where otherwise required by applicable law.
Order Cancellations
Orders may be canceled before they have been processed for shipment, delivery, or installation. Once an order has entered fulfillment or a product has been shipped, cancellation may no longer be possible and the order may instead be subject to our return policy. Please contact Factory Water Service as soon as possible if you need to cancel an order.
Manufacturer Warranty Claims
Products covered by a manufacturer warranty may be subject to the manufacturer’s warranty procedures, requirements, and exclusions. A warranty claim is separate from a product return. Factory Water Service can assist customers with identifying the appropriate next steps, but warranty approval and coverage are determined according to the applicable manufacturer warranty terms.
Contact Us
If you have questions about a return, refund, cancellation, or damaged product, please contact Factory Water Service through our Contact page before returning any product