Warranty, Shipping & Refund Policies – Your Guide to Hassle-Free Orders

Coverage:

Company warrants to the original consumer purchaser that the water conditioning systems specified below, and the parts listed in this section below, will be free from DEFECTS IN MATERIAL AND WORKMANSHIP from the date of purchase for the following periods:

SoftPro® Elite Water Softeners:

• Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board.
• 7 year warranty on circuit board
• Lifetime warranty on the tanks
• 10% Crosslinked Resin (city water use only):
• For softeners purchased after 2020: Limited, prorated 10 year warranty
• For softeners purchased before 2020: Limited, prorated 1 year warranty
• Resin Media used in well water systems: No warranty

SoftPro® Salt-Free Water Conditioners:

• Limited lifetime warranty on valve
• Lifetime warranty on the tanks
• No warranty on media

SoftPro® Pura Optimus Water Softeners:

• 7 year warranty on the control valve. Includes all parts except for wear parts such as the piston, spacers, seals and circuit board.
• Lifetime warranty on the tanks
• No warranty on resin or media

SoftPro® Whole House Filter Systems:

Includes Carbon Chlorine+ Filter, AIO Iron Filter, pH Neutralizer

• Limited lifetime warranty on head valve or control valve (includes all parts except for wear parts such as the piston, spacers, seals and circuit board, injectors as applicable)
• 7 year warranty on circuit board, if applicable
• Lifetime warranty on the tanks
• No warranty on media

SoftPro® Reverse Osmosis Systems:

• 5 year warranty on valve, housing tank and filter sumps
• No warranty on filters, o-rings and faucet

SoftPro Smart Home+ with Drop Technology Water Softeners And Filters:

• Drop Warranty
• Product Warranty Summary:
-Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board* - *7 year warranty on the circuit board - Lifetime warranty on the tanks - Limited 10 year warranty on 10% crosslink resin

Commercial Water Softeners And Components:

• Fiberglass tanks 14”-63” in diameter or larger - 5 Years
• Control Valves & Electronics - 5 Years
• Diaphragm Valves, Meters & Electric Ball Valves - 1 Year
• Brine Tanks And Internal Assemblies - 1 Year
• Media Limited to warranty provided by original manufacturer
• Vinylester / Hot Water Application* Max Temp 150F - 1 Year
• Steel Tanks (epoxy lined) - 1 Year
• All other components - 1 Year
• Components are limited to the warranty given by the original manufacturer of the component

General Conditions:

THIS WARRANTY IS EFFECTIVE ONLY IF THE WATER TREATMENT SYSTEM REMAINS AT THE ORIGINAL INSTALLATION SITE.

Company, through its partnerships with OEM manufacturers and distributors, makes these warrants. This warranty does not cover installation or damage to tanks resulting from direct sunlight, freezing, mishandling, improper installation, water pressure in excess of 80 psi, hot water back-up or ambient temperatures in excess of 120°F. Transformers, if applicable are under warranty for one year. Vacuum damage is not covered.

Damage to any part of the water softener as a result of misuse, misapplication, neglect, alteration, accident, installation or operation contrary to our printed instructions, or damage caused by any force of nature is not covered in this warranty.

If softeners and filters are exposed to high levels of iron, manganese, sulfur, chlorine, chloramine and sediment or other harsh water conditions, this will void the warranty and guarantee (more applicable for well water sources). Recent water testing results (pre & post treatment) of the well water, and a water pump flow rate test may be required to validate the warranty or guarantee.

Damage to resin, pistons, seals, and or spacers within the control valve are not covered in this warranty due to the harsh environment. We will repair or replace defective parts if our warranty department determines it to be defective under the terms of this warranty. Company assumes no responsibility for consequential damage, labor or expense incurred as a result of a defect or failure.

COMPANY DOES NOT OFFER NOR PAY FOR ANY ON-SITE REPAIRS. PURCHASER’S REMEDIES FOR DEFECTS OR FAILURES, TO THE EXTENT PERMITTED BY APPLICABLE LAW, ARE LIMITED TO THE REMEDY PROVIDED BY THE WARRANTY, TO THE EXTENT ENFORCEABLE UNDER APPLICABLE LAW. COMPANY SHALL IN NO EVENT BE LIABLE FOR CONSEQUENTIAL, INCIDENTAL OR SPECIAL DAMAGES ARISING OUT OF THE USE OF, OR INABILITY TO USE, THE PRODUCT.

Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. As soon as the purchaser discovers any defect or failure, the purchaser must within the period of the applicable warranty, notify the Company of that defect. The purchaser may be required to return the defective part or item with all transportation charges prepaid to the Company.

Simple Return / Exchange Process: :

Contact customer support if you receive a faulty item and wish to replace it with the same type of item. You will receive a prepaid return label from customer support to finalize the return process. A new shipment will be sent to you once we confirm the return of the faulty item.

If you are interested in another product and would like to exchange an item for it, please return the original item per our return policy then go ahead to place a new order for the product you desire. Please note that you can place a new order immediately without waiting for us to receive the original item.

Types of goods that are exempt from being returned:

Hazardous materials, flammable liquids, gases and all commercial equipment of are not eligible to be returned or exchanged.

At Softpro Watersystems, customer satisfaction is our top priority. We stand behind the quality of our products and are confident that, when properly installed and maintained, they will deliver years of reliable service.

Our Softpro systems are built with high-quality materials and expert workmanship. We’re committed to helping you get the best results, and we’re here to support you every step of the way.

If you experience any issues with your system, we ask that you first allow us the opportunity to troubleshoot and assist with any necessary testing to ensure the system is performing as intended. Our goal is to help you achieve the highest water quality possible.

Returns may be accepted under certain conditions and must be authorized by Softpro in advance. Return shipping and proper packaging of the system are the responsibility of the customer. A restocking fee may apply, under certain circumstances and original shipping costs are non-refundable. Special orders, commercial systems, media, consumables, and test kits are not eligible for return.

We appreciate your business and are committed to helping you enjoy clean, high-quality water with confidence. Same thing for softpro but just would need to swap out Quality water treatment mentions to softpro water systems

Cancellation Policy:

You can cancel your order for any item provided that the order has not entered the shipping process subject to a 6% cancellation fee.

To request a cancellation of your order please contact customer service immediately.

• ○ If the item you want to cancel has already entered the shipping process, it cannot be cancelled by you or by our customer service department.
• ○ Any order cancelled prior to shipment will be charged a 6% cancellation fee. A cancellation fee is due because products are built and pre-programmed by our team members for your specific order.

Shipping:

To return your product, please contact Company by emailing us.

We will supply you with a RMA number and a ship to address.

Shipping Fees:

• You will be responsible for paying for the shipping costs for returning your item.
• Total Refund Amount will have the applicable shipping costs of the item to you deducted from your total refund. Shipping costs are non-refundable.
• Refused deliveries or returned orders will be charged a 30% restock fee plus original and returned shipping costs.

Depending on where you live, the time it may take for your returned or exchanged product to reach you may vary.

Shipping Insurance: If you are shipping an item over $75, we highly recommend using a traceable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item. The customer is responsible for any lost shipments or shipping damage.

NOTE: Please do not send your purchase back to the manufacturer. We will provide you the appropriate shipping address.

Refund Processing:

Once your return is received and inspected, we will immediately email whether your refund has been approved or rejected.

If your refund is approved, we will credit your refund amount directly back to your debit/credit card or original method of payment. Please allow 3 to 7 days.

Late or missing refunds (if applicable)

Exchanges:

If applicable, we only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us your request.

WATER SOFTENER

CAUTION – VERY HEAVY: Use caution and a partner to maneuverer the water conditioner unit. The filled tank will be very heavy (100+ lbs). The tank with media only should weigh <50 lbs.

Must Collect Media: Returns are only accepted with all media in the tank. This media must all be returned to receive credit.

Spill Cap: We will mail a tank spill cap to you for shipping.

Multiple Shipments: This will require 2 shipping boxes.

Turn off the water supply.

2 Open the nearest faucet to drain the existing water from the pipes.

Set the bypass valve to “Bypass”.

1. If other water treatment are connected, please set those bypass valves to “Bypass”.

Disconnect the inlet and outlet plumbing from the bypass valve.

Remove the bypass valve from the control valve.

Disconnect the drain line and the brine line from the control valve.

Remove the control valve from the tank.

1. Remove the upper basket cone from the control valve, if applicable.

Remove the distribution riser tube (white pipe) from the tank.

Be gentle to avoid damaging the filter cone at the bottom of the distribution riser tube.

Drain the water from the tank.

1. Screen the top of the tank hole.

   Wrap a new pair of clean leggings or cheesecloth over the top of the tank. This will be used to capture the media inside the tank.

2. Lay a tarp on the ground to protect the tank.
3. Using two (2) people, slowly tilt the tank to begin draining the water.
   1. Ensure the screen remains over the tank opening to capture all media.
4. Continue tilting the tank until all water has been drained.

Remove the screen and reinstall the distribution riser tube into the tank.

1. Gently slide the tube through the media until the top of the tube is level with the tank threads.

Install the tank spill cap to keep the media and distribution riser tube secure.

1. Ensure the tank threads are clean and clear before installing the spill cap.

Rinse off the bypass valve.

Prepare the brine tank for shipping.

1. Remove the brine line from the brine well.
2. Remove any salt or potassium from the tank.
3. Drain all water from the tank.
4. Rinse out the brine tank and brine well.
5. Dry off any excess water.

Package the unit.

• Control Valve and Bypass Valve:
  • Bubble wrap each valve separately and place them inside the brine tank for shipping.
  • Valves must never be shipped installed on the tank.
  • Include any provided quick-connect hoses.
• Brine Tank:
  • Secure the tank lid in place.
• Tank:
  • Properly bubble wrap the tank and place it in a shipping box.
  • Leave the tank jacket on the tank, if provided.

Send the package to the shipper.

1. Obtain shipping insurance for the full value of the product.
2. RMA Number:
   • Include the RMA number on the shipping label.
   • Place the RMA number inside each box.

SALT-FREE WATER CONDITIONER

CAUTION – VERY HEAVY: Use caution and a partner to maneuver the water conditioner unit. The filled tank will be very heavy (~100+ lbs). Without water, the tank with media should weigh <50 lbs.

Must Collect Media: Returns are only accepted with all media in the tank. This media is over $400+ and it must all be returned to receive full credit.

Spill Cap: We will mail a tank spill cap to you for shipping.

Multiple Shipments: This will require 2 shipping boxes.

1. Turn off the water supply.
2. Open the nearest faucet to drain the existing water from the pipes.
3. Set the bypass valve to “Bypass”.
   • If other water treatment units are connected, please set those bypass valves to “Bypass”.
4. Disconnect the inlet and outlet plumbing from this bypass valve.
5. Remove the valve from the tank.
6. Remove the distribution riser tube (white pipe) from the tank.
   • Be gentle to avoid damaging the filter cone at the bottom of the distribution riser tube.
7. Drain the water from the tank.
   • Screen the top of the tank hole. Wrap a new pair of clean leggings or cheesecloth over the top of the tank. This will be used to capture the media in the tank.
   • Lay a tarp on the ground to protect the tank.
   • Using two (2) people, slowly tilt the tank down to start draining the tank water.
     • Be sure to keep the screen over the tank hole to capture all media within the tank.
   • Continue to tilt the tank down to empty all the tank water.
   • Afterwards, stand the tank back upright.
8. Remove the screen and re-install the distribution riser tube inside of the tank.
   • Gently slide the tube through the media until the tube top is about level with the tank threads.
9. Install the tank spill cap. This will keep the media and distribution riser tube in the tank.
   • Be sure the tank threads are clear prior to installing the spill cap.
10. Rinse off the bypass valve.

Package the unit.

• Bypass Valve:
  • Properly bubble wrap the valve and place it into a shipping box.
  • Valves should never ship installed on the tank.
  • Include any quick-connect hoses provided.
• Tank:
  • Properly bubble wrap the tank and place it into a shipping box.
  • Leave the tank jacket on the tank, if provided.

Send to shipper.

• Get shipping insurance for the value of the product.
• RMA #: Put the RMA # in the label notes and inside of the boxes.

WHOLE HOUSE CARBON FILTER

CAUTION – VERY HEAVY: Use caution and a partner to maneuver the filter unit. The filter tank will be very heavy. The filter unit with wet carbon media will weigh 100 lbs (with no water).

Must Remove Carbon Media: Returns are only accepted with an empty tank. (Tank with damp carbon media will weigh ~100 lbs.)

Multiple Shipments: This will require 2 shipping boxes.

1. Turn off the water supply.
2. Open the nearest faucet to drain the existing water from the pipes.
3. Set the bypass valve to “Bypass”.
   1. If other water treatment units are connected, please set those bypass valves to “Bypass”.
4. Disconnect the inlet and outlet plumbing from this bypass valve.
5. Remove the valve from the tank.
6. Remove the carbon filter media.
   • Use a wet vacuum to remove the water and carbon media from the tank.
   • Gradually remove the distribution riser tube (white pipe) from the tank.
     • Be gentle to avoid damaging the filter cone at the bottom of the distribution riser tube.
   • Continue removing all water and carbon media from the tank.
     • Properly dispose of the carbon media in the trash.
7. Rinse out the tank and tank threads with water.
8. Rinse off the valve and distribution riser tube.
9. Place the distribution riser tube inside the tank.

Package the unit.

1. Bypass Valve:
   • Properly bubble wrap the valve and place it into a shipping box.
   • Valves should never ship installed on the tank.
   • Include any quick-connect hoses provided.
2. Tank:
   • Properly bubble wrap the tank and place it into a shipping box.
   • Leave the tank jacket on the tank, if provided.

Send to shipper.

• Get shipping insurance for the value of the product.
• RMA #: Put the RMA # in the label notes and inside of the boxes.

IRON & PH NEUTRALIZER FILTERS

CAUTION – VERY HEAVY: Use caution and a partner to maneuver the filter unit. The filter tank will be very heavy (100+ lbs).

Must Remove Media: Returns are only accepted with an empty tank.

Multiple Shipments: This will require 2 shipping boxes.

Depending on where you live, the time it may take for your returned or exchanged product to reach you may vary.

1. Turn off the water supply.
2. Open the nearest faucet to drain the existing water from the pipes.
3. Set the bypass valve to “Bypass”.
   1. If other water treatment units are connected, please set those bypass valves to “Bypass”.
4. Disconnect the inlet and outlet plumbing from this bypass valve.
5. Remove the bypass valve from the control valve.
6. Disconnect the drain line from the control valve.
7. Remove the control valve from the tank.
8. Remove the filter media.
   1. Use a wet vacuum to remove the water and carbon media from the tank.
   2. Gradually remove the distribution riser tube (white pipe) from the tank.
      1. Be gentle to avoid damaging the filter cone at the bottom of the distribution riser tube.
   3. Continue to remove all water and media from the tank.
      1. Properly dispose of the media in the trash.
9. Rinse out the tank and tank threads with water.
10. Rinse off the bypass valve and distribution riser tube.
11. Place the distribution riser tube inside the tank.
    1. Tape the top of the tank to keep the tube inside.

Package the unit.

1. Control and Bypass Valves:
   1. Properly bubble wrap each valve separately and place them into a shipping box.
   2. Valves should never ship installed on the tank.
   3. Include any quick-connect hoses provided.
2. Tank:
   1. Properly bubble wrap the tank and place it into a shipping box.
   2. Leave the tank jacket on the tank, if provided.

Send to shipper.

1. Get shipping insurance for the value of the product.
2. RMA #
   1. Put the RMA # in the label notes and inside of the boxes.