360 Returns. We've got you covered.

360 Returns means we take care of every customer — and we cover the cost of anything that's our fault. If a product arrives damaged, defective, wrong, or short, we fix it at no cost to you. If it simply didn't work out, we'll take back unused items within 30 days.

01 The 30-day window

You have 30 days from the original ship date to request a return. Keep the original packaging and any manuals until you're sure you're keeping the product. All returns require a Return Authorization (RA) number before shipping — items sent back without one may be refused or held.

02 If the problem is on us

Covers items that arrive defective, damaged in transit, incorrect, or missing parts, and products that fail during normal use inside the return window.

• We make it right at no cost to you. Our first resolution is a free replacement. If you'd rather have a refund, we'll issue the full purchase price.
• You don't pay return shipping. We provide a prepaid label, or in some cases, we'll simply send the replacement and ask you to recycle or dispose of the original rather than ship it back.
• No restocking fee.
• Damage or wrong-item claims need a photo. Send a photo of the product and the packaging when you contact us so we can resolve it fast and file any carrier claim.

03 If you've changed your mind — unused items

Unused, unopened items in original, resalable condition can be returned within 30 days.

• A 15% restocking fee applies.
• You pay the actual return shipping cost. If we provide the label, that cost is deducted from your refund.
• We credit the value of items received in resalable condition. Outbound shipping is not refunded.
• Refund = product value of resalable items − 15% restocking fee − actual return shipping.

04 Filters & cartridges (consumables)

Filters and cartridges are consumable products that contact your drinking water. For health and safety reasons, opened or installed filter media cannot be resold and is not eligible for a refund.

• Unopened, unused filters — returnable under §3 (15% restocking fee, customer-paid return shipping).
• Opened or installed and it didn't perform — that's covered under §2. Contact us and we'll replace it.

05 Systems — RO, whole house & softeners

Unused & in original condition
Full product refund within 30 days. Return shipping and mandatory transit insurance (to the purchase value) are the customer's responsibility. Original shipping is not refunded.

Used but not defective
May be returned within 30 days subject to a 15% restocking/processing fee. Systems altered from their original build, or missing components, are not returnable.

Defective systems are covered under §2 — we cover return freight and replace or refund. Large/freight items use a specialty-shipper return process; contact us for instructions rather than using a standard label.

06 How to start a return

1. Contact us and tell us you'd like to return an item. Include your order number, and a photo if the item is damaged, wrong, or defective.
2. We'll issue a Return Authorization (RA) number and tell you how to return it. Prepaid labels are provided when the return is our error.
3. Pack the item securely with all original packaging and parts, and ship within the RA window.
4. Once we receive and inspect it, we issue your credit to the original payment method — typically within 14 days of receipt.

Items returned used or without an RA number are not eligible for a refund and may be returned to you or, at our discretion, accepted with a restocking fee.

07 Refused shipments, bad addresses & cancellations

08 Not eligible for return

• Opened or installed filters, cartridges, and other consumables (unless covered under §2).
• Items returned used, altered, or without all original parts and packaging — when the return is not our error.
• Special-order, custom, or clearance items marked non-returnable on the product page.
• Requests made after the 30-day window (see warranty, §9).

09 Warranty is separate from returns

Returns cover the 30-day window. Many systems and filters carry a manufacturer warranty that lasts well beyond 30 days and covers defects in materials or workmanship. If you're past the return window, contact us about a warranty claim rather than a return.

10 Bought on Amazon, Walmart, Home Depot or Lowe's?

Orders placed on a marketplace or retailer site are returned through that store and follow its return rules and timelines, not this policy. Start your return from your order history on the site where you bought it. We're glad to help with product questions any time.

11 Boil-alert filter guarantee

Members — customers with an active subscription — get a guaranteed replacement filter if a boil water alert is issued in their area after we ship their order. Just contact us with notice of the alert and we'll send a fresh filter at no charge.

Tier1® Plus filter customers are also covered: if a boil alert is issued in your area, contact Tier1® Technical Support with notice of the alert and we'll issue a replacement filter.

Questions about a return? Contact customer service — we'll help you find the right product or resolve your order.