30 Day Refunds, Exchanges, Returns, and Warranty Policies

Products which qualify for a RGA or return goods authorization and are being returned fall into several categories; Warranty Claims, Shipping Claims, Repair Returns, Order Error by The Water Guy Returns, Order error by the Customer Returns, Customer Changed their Mind Returns. All of the claims in any category must be made within 30 days of purchase. No shipments received without an RGA# will be accepted or considered. If approved you will be sent and RGA number and instructions on where to send the return and how to send and package the return.

Warranties Claims

Warranties Claims, are most often governed by the manufacturer, and they have specific guidelines which we adhere to. Copies of manufactures guidelines come in packaging, are listed on our or the manufactures website. Rarely do manufactures warranties/guarantees on products include any shipping or labour, the exception is usually when the product was installed by our company or in the case of a recall notice. Non DOA issues with products often have a prorated warranty based on the date of purchase. Note sometimes these goods need to be returned to the manufacturer and not us the seller, if this is the case specific return instructions will be sent to you.

Shipping Claims

Shipping Claims, in most cases we will assist you in making a claim with the carrier and attempt to recover shipping costs, and replacement or refunding of your purchase.

Repair Returns

Repair Returns, firstly we will try work together with you to pre-assess if this is a viable solution looking at the various and specific conditions surrounding your request. Repairs are billed at our shop rate of $60/hr or portion thereof; any parts needed, and shipping charges will apply unless the item is picked up at our repair facility.

Order Error by The Water Guy Returns

Order Error by The Water Guy Returns, in this situation we will attempt to replace and correct the original order items and cover shipping. The wrongly shipped product will often need to be returned and in this case we will cover the shipping on a carrier of our choice and method. Note the product(s) must be returned in new unopened condition. We reserve the option to replace or refund when necessary.

Order error by the Customer Returns and Customer Changed their Mind Returns

Order error by the Customer Returns and Customer Changed their Mind Returns; these types of returns need thoughtful consideration by the returnee. When someone orders the wrong product and needs the right one fast, the easiest way to get things going is to apply for a RGA# to return the wrong item and make a new order for the right one, when the returned item is received we will evaluate it and refund you according to the information below. All items must be returned in new unopened condition, so new that they can be resold to someone else. This includes the packaging as well as the item itself. We have to be practical about this, look at the item(s) and ask yourself if this was sent to you would you be happy and consider it new? If the answer is no it is not going to qualify for a full refund but it may qualify for a partial refund with certain items. All items being returned in this category will have a 20% fee deducted from the original purchase price. Shipping costs are not refundable. UV Lamps and opened membranes are not returnable, media is not refundable. Good communication can help speed things along and make this process something we can both be comfortable with.