At Water Filters Direct, we partner with multiple trusted brands, each with their own return policy. To provide you with a seamless shopping experience, we have compiled a comprehensive return policy that encompasses our entire range of products. Please note that specific return conditions may apply based on the brand. For more detailed information on the return policy for a specific brand, please refer to the individual brand's policy.
If you’re looking to return an item that you purchased, we ask that you reach out to us for support. You can do so by calling us or reaching out via email. In the case that you do need to return an item, we are happy to help you take care of that.
No returned merchandise will be accepted without an RMA. Please reach out to us via email or phone so we can provide an RMA (Return Merchandise Authorization) number which must be included with your return in order for you to receive proper credit. We will also provide you with shipping instructions when you reach out.
Blu Technology
- Return within 30 days for a full refund (minus shipping, restocking, or processing fees).
- Items must be returned in original packaging to prevent shipping damage.
- Inspect and test your order within 5 days of receipt.
- Contact us within 5 days for defective, damaged, or incorrect items.
Crystal Quest:
- Customer must pay ALL shipping fees for returns.
- Refunds are subject to shipping and handling fees.
- Proper proof of purchase must accompany all returns.
- Refunds are solely at the discretion of Crystal Quest®.
- No returns or refunds are allowed on international orders.
- Refunds will not be issued if products are returned past the 30-day period.
- Refunds will not be issued if items are broken, used, dirty, or otherwise abused.
- All returns, whether for refund or exchange, must be within 30 days of delivery date of the initial purchase.
- Refunds are accepted ONLY on perfectly new, unused items in original packaging without any damaged or missing parts.
- Returns for refund, if approved by Crystal Quest® at its sole discretion, are subject to a 30% restocking fee after inspection.
- Returns are NOT allowed on custom ordered products, special orders, reverse osmosis systems, filter cartridges, and/or membranes.
- Returned product(s) must be shipped within two weeks of the issuance of an RMA number to be eligible for a refund.
- Product warranty is disqualified if the product was not professionally installed by a licensed and qualified professional.
- Crystal Quest® reserves the right to deny refunds or exchanges if the product was not installed by a qualified, licensed plumber.
- All returns MUST have a Return Merchandise Authorization (RMA) number and include the customer’s name, address, telephone number, and specific reason for return.
Clearsource:
- You may return your Clearsource filter system for a full refund within 30 days of purchase.
- The merchandise must be unused, and unworn, returned in the original packaging, and accompanied by proof of purchase.
- We will fully refund the purchase price within 7 business days of receiving the merchandise in the manner described above.
- We will refund the purchase price only, not the original cost of shipping it to you, and not your cost of shipping it back to us.
Waterdrop:
30-day Risk-free Return Policy:
- You are eligible to return any item(s) within 30 days of receipt.
- All returned items must be disassembled and repackaged as they were originally received.
- The 30-day risk-free return policy applies to all item(s).
- No restocking fee will be charged, but customers are responsible for the return shipping cost. We will cover the return postage expenses in the case of any return requests related to a quality issue.
- Please note that the 30-day risk-free return policy is only valid for orders within the continental United States.
Return after 30 Days of Receipt:
- You may still return any item after 30 days of receipt.
- In this case, customers are responsible for the return shipping cost. The total cost of shipping will be deducted from your refund.
- All returned items must be disassembled and repackaged as they were originally received.
- A 10% restocking fee will be applied to all returned products. However, in the event of any return requests related to a quality issue, we offer free returns or replacement with a new product.
Pelican Water Systems:
- RA numbers expire after 30 days, but we encourage you to return the product as soon as possible. We will credit you in the same manner as your original payment within 7-10 business days of receiving the returned item.
- We will credit you in the same manner as your original payment within 7-10 business days of receiving the returned item.
Unopened Merchandise
We allow return of all “unopened” products or accessories within 30 days of delivery for a full refund provided the product you are returning is not a built-to-order product. For unopened returns, after contacting us, you will simply return the item to us at your cost. You must only ship returns using UPS or FedEx. If your item was shipped on a pallet (LTL carrier), it will likely need to be returned the same way. Shipping charges are non-refundable.
Crystal Quest:
- Refunds are accepted for perfectly new, unused items in original packaging.
- Returns for refund, if approved, are subject to a 30% restocking fee.
Pelican Water Systems:
- We will accept return of Pelican brand items unused and in original condition within 90 days of delivery for a full refund of your purchase price.
Opened Merchandise
We allow customers to return items that have been opened but unused products. As long as the item and all accessories are in their original packaging they can be returned within 30 days of delivery. Please note that all opened items must be sellable in new condition and include all original materials and packaging. These returns are subject to a 15% restocking fee to cover cleaning, testing and repacking the item. For opened items, after contacting us, you will simply return the item to us at your cost. You must only ship returns using UPS or Fedex. If your item was shipped on a pallet (LTL carrier), it will likely need to be returned the same way. Shipping charges are non-refundable.
Crystal Quest:
- Refunds will not be issued if items are broken, used, dirty, or otherwise abused.
- Returns for exchange will not be honored if product(s) are broken, used, dirty, or otherwise abused.
- All returns must be carefully analyzed to determine if the product has been used, abused, or damaged.
Pelican Water Systems:
- If you would like to exchange an item for a different one, please return the original following our return policy and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.
- If a non-conforming product is accepted for return Water Filters Direct reserves the right to charge a restocking fee up to 25% at our sole discretion. Return processing may take up to 5 business days from the time your product is received.
Order Cancellations
An order that has shipped cannot be canceled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying an ORDER RETURN FEE. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location.
Waterdrop:
If you contact us within 24 hours of purchase, there will be no cancellation fees for standard items canceled before shipment. If you contact us after 24 hours of purchase, you will need to bear the shipping fee if the package is already shipped (subject to our system status, not the order status).The product must be returned with the original receipt of purchase.
Custom-Built Items
If the product you ordered was custom built or built to order (High flow, estate or special order products), we can not allow returns for these products. They are shipped directly by the manufacturer and we do not stock these items in house.
Products Damaged In Shipping?
You must confirm that the items appear undamaged before signing for the shipment with the shipping carrier. If you sign for damaged items, you will then have to contact the carrier and file a claim for damaged items with the carrier and arrange for repair or return of the damaged goods. If a shipment arrives damaged, refuse the shipment at the door due to damages and they will ship the product back to us. If this should happen, please contact us immediately so we can ensure we can get a replacement item out to you or provide you with a credit / refund for the item. We encourage you to inspect your shipment carefully while the delivery driver is present, and note with the delivery driver any damage to the packaging at this time. If possible, take pictures and send them to our customer service dept.
If you suspect there may be concealed damage, please note “Suspected damaged freight” when signing for the delivery. This will help simplify freight claims should they become necessary.
If you received a damaged item, we ask that you report the issue to us immediately!
If an item you ordered was obviously damaged please follow the steps below.
In the event that you have to return / exchange a defective item, we will provide you with shipping instructions. We cover return shipping in this case. Please note that if the item is received back and is not in fact damaged, a standard 25% restocking fee and return shipping will be charged against your refund. We will credit you in the same manner as your original payment within 7-10 business days of receiving the returned item.
Defective Products
We highly recommend that our customers unbox, try and test their products within 2 weeks of receipt. This will give us time to remedy any issues through technical support.
If you think your product is defective, we encourage you to give us a call!
A product is considered "defective" if it:
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Does not function as described or intended.
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Shows signs of physical damage that were not caused post-purchase.
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Has missing parts or components that were included at the time of sale.
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Exhibits manufacturing flaws that compromise its usability or safety.
If you believe you have received a defective product, please contact our customer service team within *2 weeks of receipt. Provide a detailed description of the defect, and if possible, include photos or videos showcasing the issue. Once we verify the defect, we will provide instructions for returning the product. Upon receipt and inspection of the returned product, we will either replace the item or issue a full refund, based on your preference.
Please note that products that have been misused, mishandled, or damaged post-purchase do not qualify as defective under this policy. Normal wear and tear or issues arising from neglect or improper storage are not considered defects.
Most of the time we can resolve these types of issues over the phone. If our staff is not equipped to properly solve the issue you are experiencing, we may refer you to the manufacturer for direct expert assistance with your item.
In the event that you have to return / exchange a defective item, we will provide you with shipping instructions. We cover return shipping in this case. Please note that if the item is received back and is not in fact defective, a standard 25% restocking fee and return shipping will be charged against your refund. We will credit you in the same manner as your original payment within 7-10 business days of receiving the returned item.
Crystal Quest:
- Returns for exchange are accepted on defective items.
- Most Crystal Quest® products are covered by the Manufacturer's Limited Warranty when installed by a qualified, licensed plumber.
- Crystal Quest® reserves the right to deny warranty claims if the product was improperly installed, damaged, or abused.
Engine Powered Equipment
If the item you purchased has an engine, it may not be returned under any circumstances if the gasoline or oil has been put into the engine. Shipping a gassed or oiled engine is a violation of federal shipping regulations. If this applies in your case, the product will need to be taken to an authorized service center for repair.
Repairs may be covered under warranty, however, all warranties are between you and the manufacturer of the product. We are not responsible for out of pocket expenses for warranty repairs or costs for non-warranty repairs.
Contact Us to Open a Return Request
To return an item, please email us at contactus@waterfilterdirect.com or call (352) 717-4370
You MUST contact us for the address to our Returns Warehouse. Note: This address is NOT the same as the address on the shipping box. If a product is returned to the wrong address, it may delay your refund.
Once returns are shipped, if you provided your own or purchased your own shipping label, we ask that you email or call us with the tracking number for your return so we can ensure the fastest processing of your refund or exchange.
The Water Filters Direct is committed to ensuring that our return policy is in full compliance with all applicable consumer protection laws and regulations. We prioritize the satisfaction of our customers and have designed our Refund Policy to guarantee a hassle-free process. Our dedication to prompt service is evident in our efforts to provide a seamless and satisfying experience for all our customers. Should you have any concerns or questions regarding our return policy, please do not hesitate to reach out to our dedicated customer support team.
