Return Policy

Return Shipping

If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. Returns created because we mistakenly shipped you the wrong item or because the item is damaged or defective, qualify for free return shipping up to 30 days after you receive the item. Please see our freight shipping policy for information about sending and receiving returns via freight.

Our Return Policies

Non-Returnable Items

We sell a small number of items that are labeled "Non-Returnable". These special-order items are not eligible for our standard return process. We do not accept returns or cancellations on these items once the order is placed; however, the manufacturer's warranty still applies to these items. If you need help with a non-returnable item, please contact our customer service team.

Ordered the Wrong Products

If you ordered the wrong product or no longer want a product you ordered, you can start the return process by creating and printing a Return Form or by contacting our customer service team. All items must be returned new, unused, and in their original packaging with the return form included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There is no restocking fee for items returned within 30 days of receipt. After 30 days, a 15% restocking fee will be applied. We don't offer exchanges, but if you made an incorrect purchase, we'd be happy to help you find the right item. If you'd like help, please contact our customer service team.

Received Defective Products

Coastal Water Technologies must be notified of defective products within 30 days of receipt. Please use our online return tool to create and print your Return Form. You can also call or email our Customer Service Team to set up the return for you. Be sure to include all pages of the Return Form. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. Coastal Water Technologies will pay the shipping cost associated with the replacement.

Replacing Items Under Manufacturer Warranty

We honor all manufacturer warranties for our products. If the manufacturer doesn't offer a warranty on a given product, we offer a 1-year warranty as long as the item is non-disposable. Disposable items include but are not limited to materials designed to be replaced, such as media air filters and water system replacement cartridges. If you experience an issue with a product purchased through Coastal Water Technologies that is still covered by a valid manufacturer's warranty, please contact a customer service representative and we'll help you get a replacement as quickly as possible. In some cases, a warranty will require you to troubleshoot the issue directly with the manufacturer before you can obtain a case or claim number. If your manufacturer requires troubleshooting an item, make sure to have your technician contact us directly. This process may take several business days, but we'll do everything we can to minimize the wait time and resolve the problem. We apologize for any inconvenience you encounter during the warranty process. When a warranty policy comes from the manufacturer, we are obligated to adhere to every step. In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange. Examples include boilers, water heaters, and air conditioning units. Warranty policies for these items typically only cover parts, and rarely cover labor costs. Most items under manufacturer warranty are eligible for replacement only and cannot be returned for credit. Customers are responsible for the shipping cost of sending the warranty item back to us. Coastal Water Technologies will pay the shipping costs to send out the replacement. In order to qualify for our 1-year warranty, item(s) must be used as intended in appropriate applications. All replacement parts must be the part recommended by the manufacturer. Coastal Water Technologies reserves the right to limit the quantity of replacements issued under warranty if not specified by the manufacturer's warranty policy. We will likely contact you regarding your order. It's your responsibility to provide an up-to-date email address and phone number in your account. After 30 days, we can no longer issue refunds but may still be able to offer a replacement item with a 15% restocking fee.

Received a Damaged Package

If you receive damaged or defective items, please notify Coastal Water Technologies within 5 days of receipt and use our online return tool to create and print your return form. You can also set up a return by contacting our customer service team. When shipping a return, make sure to include every page of the return form in the box. For the fastest replacement, we can place a new order for the replacement items and ship them to you as soon as possible. You'll be credited for the full amount of the original item(s) you ordered when we receive your return. If you do not place a new order, we'll ship your new items after we receive your return. All returned products must be unused and in the original packaging and the return form must be included in the box.

Received Incorrect Products (Not What You Ordered)

In the rare event we send you the wrong products, please notify Coastal Water Technologies within 5 days of receipt and use our online return tool to create and print your Return Form. You can also set up a return by contacting our customer service team. When shipping a return, make sure to include every page of the return form in the box. For the fastest replacement, we can place a new order for the replacement items and ship them to you as soon as possible. You'll be credited for the full amount of the original item(s) you ordered when we receive your return. If you do not place a new order, receive your return. All returned products must be unused and in the original packaging and the return form must be included in the box. We can't accept returns for items once they've been installed.

International Returns

We no longer ship to any location outside of the United States, however, customers with existing orders will still be fully covered under our return and warranty policies. If you need to process a return or warranty claim for an item and you are outside of the US, please call 239-398-0967 and we'll be happy to get you set up.

Please Inspect Freight Packages Upon Delivery

Please inspect freight packages carefully before signing for them. If a package looks damaged in any way, please do not sign for it. Refuse delivery and contact a Coastal Water Technologies customer service representative immediately with a description of the damage. We'll contact the freight company and begin a claim so we can send you a new product right away. If you're not sure whether the shipment is damaged or not, continue to inspect it and open it in front of the driver before signing for it. As a customer, you have the right to inspect freight packages with the driver present for up to 15 minutes. If you notice damages after the driver has left, please notify Coastal Water Technologies within 24 hours. Note: There is no extra fee for requesting a lift gate.

All Other Returns

Any item that doesn't fit into one of aforementioned categories will be eligible for return within 1 year of receipt of the product. There's no restocking fee if your return is set up within 30 days of receiving the product. After 30 days, a 15% restocking fee will be applied. Please use our online return tool to create and print your return form. You can also set up a return by contacting our customer service team. All items must be returned in their original packaging with the return form included in the box.

Return Procedure

1. Use our online return tool to create a return or contact our customer service team to set up a return.
2. Your Return Form MUST be included in the return package.
3. Pack the item(s) securely in the original product packaging.
4. Include all paperwork, parts, and accessories.
5. All returned items must be brand new, unused and in their original packaging.
6. Do not write on or place shipping labels directly on manufacturer packaging.
7. Returned items will be inspected upon arrival. Your return may be denied if the items included are not in the same condition stated on the return form.
8. The return process usually takes 4-5 business days. You can track the status of your return at any time by contacting our customer service team.
9. Send the return package to the address listed on your Return Form.
10. The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
11. You can expect a refund in the same form of payment originally used for the purchase within 4–5 business days of our receipt of the returned items.
12. Please see our freight shipping policy for information about sending and receiving returns via freight.