Return Policy
Most items may be returned if new, unused, and unopened in original packaging within 30 days after delivery for a full refund minus shipping costs. Return shipping costs are the responsibility of the customer unless the item received is deemed incorrect or defective. Please follow the return procedures carefully before returning any item to ensure a timely refund.
All returned “commercial” products, including, but not limited to, reverse osmosis membranes rated above 100 GPD, UV systems rated over 22 GPM, and storage tanks larger than 15 gallons, are subject to a 20% restocking fee. Some items may not be returned, see the "exceptions" section below.
Return Process
To start a return follow these steps:
1) Initiate return by scrolling over “Account” at the top of the website (espwater.com) and click on “Returns”. Enter your order number and zip code, then complete the process as directed online.
2) Depending on the reason for the return, your return may be either auto approved with a return label sent via email, or manually approved by our customer support team who will provide further instructions.
3) Ship back returning item(s)
4) Refund will be processed within 2-5 business days after arriving at our facility.
All returns will be sent to the following address:
241 INTERNATIONAL PKWY STE 260
FLOWER MOUND, TX 75022
You can always contact us for any return questions at support@espwater.com.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item appears defective, damaged, or the wrong item, so we can evaluate the issue and make it right. Authorization must be obtained from ESP Water Products prior to returning items that are incorrect, damaged, or defective.
Exceptions / non-returnable items
Certain types of items cannot be returned. Point-of-entry (POE) reverse osmosis systems, or any RO system rated over 100 GPD, are custom-made based on customer specifications requested at the time of order; Therefore, POE reverse osmosis systems cannot be returned.
Exchanges
ESP Water does not offer exchanges or store credit. Please follow the return instructions for the incorrect item ordered and place a new order for the correct item. For assistance, please contact our customer support team at support@espwater.com or (469) 521-9920.
Warranties
Product warranties vary based on the manufacturer of each item. Please see the product’s owner’s manual or contact support@espwater.com for specific item warranty information.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Once your item is received and inspected, you will automatically be refunded within 2-5 business days if the return is approved. It may take several more days for bank processing before funds are received. We will contact you directly if there are any discrepancies with your return.
If more than 15 business days have passed since your return's approval and the item has been shipped back, please contact us at support@espwater.com.
