Refund policy

Last updated: October 14, 2026

This Return and Refund Policy applies to Pro Water Supply orders in the United States when ordering is enabled. We understand that equipment, accessories, and supplies may not always be the right fit. Most products may be returned under the general framework below, subject to the Brand-Specific Return Terms disclosed on the applicable product page and in any written quote or order confirmation.

30-Day Return Policy

Most products may be eligible for return within 30 days of delivery unless the applicable product page, written quote, or order confirmation states a different deadline, a different process, or that the item is not returnable.

To qualify under the general return framework:

• Items must be new, unused, uninstalled, and returned in their original packaging with all included parts, accessories, manuals, and materials.
• Installed, registered, assembled beyond reasonable inspection, altered, damaged after delivery, or used products are not eligible unless the applicable brand policy expressly permits the return.
• For freight items, customers must retain the original crate, pallet, braces, and packing materials. Missing or damaged freight packaging may make the item non-returnable or create additional packaging and handling costs.
• Custom, configured, special-order, made-to-order, clearance, consumable (including replacement filters), opened hygiene-sensitive, or final-sale products may have different terms or may be non-returnable. The applicable product page controls.

Brand-Specific Return Terms

Pro Water Supply works with multiple brands and suppliers whose return requirements differ. The applicable product page and any written quote or order confirmation will disclose the controlling terms for that item, including:

• Return eligibility and deadline
• Required condition and packaging
• Restocking fees, if applicable
• Return shipping or freight responsibility
• Custom, special-order, consumable (including replacement filters), or final-sale exclusions
• Cancellation requirements
• Manufacturer troubleshooting, warranty, repair, or replacement procedures

If a product-specific term conflicts with this general policy, the product-specific term presented before purchase controls for that product. Review the product page and written quote carefully before ordering.

Technical Support and Warranty

Some brands require technical troubleshooting, diagnostics, photos, registration, component testing, or direct manufacturer review before authorizing a repair, replacement, return, or refund. Pro Water Supply will help provide order information and connect you with the appropriate support channel, but we cannot override a manufacturer's written warranty or return process.

Return Process

1. Contact us first. Email support@prowatersupply.com or call 706-702-2071 with the order number, product, reason for the request, condition, and relevant photos.
2. Authorization is required. Do not ship anything back until Pro Water Supply confirms the request and provides an RMA or other written return authorization. Unauthorized returns may be refused.
3. Follow the provided instructions. Approved instructions will identify the correct return address, deadline, carrier or freight requirements, packaging steps, and any applicable costs.
4. Ship and document the return. Use the approved method, retain tracking and condition photos, and insure the shipment when instructed.

Return Shipping and Restocking Fees

Return shipping or freight is generally the customer's responsibility unless the return is caused by verified shipping damage, a confirmed defect, or another exception stated in the controlling product or brand policy.

A restocking fee of up to 20% may apply only when disclosed by the applicable product, supplier, or manufacturer policy. Custom or made-to-order products may have a higher fee or may be non-returnable when that condition is disclosed before purchase.

Refunds

Approved refunds are issued to the original payment method after the returned item is received, inspected, and accepted. Original shipping, return shipping, freight, rerouting, packaging, restocking, and payment-provider charges may be non-refundable when allowed by the controlling product terms and applicable law.

After Pro Water Supply issues an approved refund, the payment provider may take up to 10 business days to post the credit. Bank processing time is outside our control.

Damaged, Defective, or Incomplete Orders

If a shipment arrives damaged, defective, or incomplete, contact us as soon as possible.

• Visible freight damage: Inspect the shipment before signing. Note visible damage or shortages on the delivery receipt and do not sign the shipment as free and clear if damage is present.
• Damage notice: Contact Pro Water Supply within 48 hours of delivery with the order number, delivery receipt, packaging photos, product photos, and a description of the issue.
• Defects or missing parts: Provide photos, serial information, and troubleshooting details requested by the applicable brand. Resolution may involve manufacturer diagnostics or component testing.
• Resolution: Depending on the controlling brand policy and the facts, the available remedy may be parts, repair, replacement, return, or refund.

Do not discard crates, pallets, cartons, labels, or packing material while a damage or shortage claim is open.

Fit, Installation, Utilities, and Intended Use

Before ordering, customers are responsible for confirming the installation site, delivery path, water supply, drain, and power requirements, and exact unit compatibility, including mounting surface, wall carrier or in-wall frame, ADA spout height and clearance requirements, supply and waste connections, freeze protection, voltage for refrigerated or heated units, local plumbing and building code, and intended use. Contact us before ordering if any fit or compatibility point is uncertain.

If a product does not fit but is otherwise eligible, its return remains subject to the applicable product deadline, condition, freight, packaging, restocking, and brand-specific terms.

Cancellations

Contact us immediately to request a cancellation. Eligibility depends on the applicable brand or supplier policy and whether processing, production, allocation, or shipment has begun. The product page and written quote will disclose any product-specific cancellation deadline or fee. After shipment, a cancellation is treated as a return and may involve return freight and restocking costs.

Questions

For questions about a product's controlling return terms, contact Pro Water Supply before ordering:

Phone: 706-702-2071
Email: support@prowatersupply.com

Pro Water Supply may update this policy to reflect supplier, operating, or legal changes. The policy and product-specific terms presented for an order at the time of purchase will govern that order, subject to applicable law.