SoftPro Water Systems is committed to 100% customer satisfaction.
If you are unsatisfied for any reason, you may return your purchase within 6 months of the ship date.*
*Applicable terms below apply.
SoftPro Water Systems (“Company”) guarantees that your new water system is built of quality material and workmanship. When properly installed and maintained, it will give years of trouble free service.
We invite you to try these products for six (6) months; subsequently you’re free to return the product if you’re not satisfied for a full, 100% refund minus original shipping cost and a 25% restocking fee. However, return shipping cost and packaging of the system is the responsibility of the customer. Guarantee excludes special orders, commercial systems, media, consumables, and test kits.
Because we believe you purchased the system to get good quality water and we want that for you as well. Company will require you to give us the opportunity to troubleshoot and do any testing necessary to rectify any possible issues with the systems performance with you before a return is authorized.
All orders $75.00 and over receive free shipping in the USA excluding AK and HI.
For shipping to AK, HI or international, our team can provide a shipping quote.
Shipment Tracking ID
You will promptly receive a tracking ID sent to the email you entered when ordering.
In rare cases, a possible delay of up to 48 hours in obtainin the tracking ID may occur.
If this happens, we kindly ask that you allow for up to 48 hours for our database to update. Meanwhile, always feel free to contact customer service for more information regarding your order.
Please include your name and order number. Our team responds within 1 business day.
Damage, Missing, and/or Lost Shipment
- For claims of damaged or lost items (small packages), a return must be made within 10 days of delivery.
- For claims of missing parts or packages you must contact us within 10 days of delivery.
- It is the responsibility of the customer to inspect and report any damage/ loss to the freight driver immediately. For purpose of filing claims, we may request photos of the damages from you.
- Due to the meticulous process involved with shipping companies, investigations may take 5 to14 business days for loss and damage claims.
Sometimes packages are returned as "Undeliverable".
If this occurs to your order, we offer a full refund minus the shipping cost. If Company was at fault for an address error, then we will also refund the shipping cost.
We do not reship the undelivered packages. However, our team can help you place a replacement order.
For items refused before delivery, Company will not be held liable for the shipping cost.
Company reserves the right to charge 25% restocking fee plus freight/ shipping charges for all refused packages.
Company will, at its own accord, choose to charge a customer return shipping charges, if a shipment is refused upon delivery at no fault of ours.
Other Shipping Issues
Feel free to contact our team at any time regarding your order shipping status.
Issues may include:
- You suspect your package will not be delivered as addressed.
- You are yet to receive a notice confirming its return.
- Its weeks past the estimated delivery date and you are yet to get a refund.
Returns, Exchanges, Cancellation and Refund Policy
Product Returns - Shipping Packing Guide
If returning a water softener or other filter, please see the appropriate guide. If you have questions or need clarification, please let our team know.
All returns must have an approved RMA and follow the customer packing guide.