877-842-1635

Shipping & Return Policies

This Pentair Water Solutions (PWS) Shipping Policy ("Policy") applies to factory-direct purchases of Pentair, Pentair Pelican and other consumer purchases from Pentair. ("Pentair"). By purchasing any product from Pentair Water Solutions (PWS) you agree to this Policy. This policy was last updated on July 19, 2021.

SHIPPING POLICY

Free Shipping

Standard shipping is free for all U.S. and Canada orders over $49 (excluding HI and AK).We only ship to addresses in Canada and the United States, including Puerto Rico (except HI and AK). Pentair Water Solutions offers 72 hour shipping before 2:00pm EST on most in-stock items.

Billing Information

Your credit card will be billed as "Water Filters".

Canadian Shipments

UPS charges you, the receiver, a broker’s fee for any shipment that crosses the border. Please note UPS is also required in your location to collect GST/VAT on the value of your shipment. You are responsible to carry out any other customs formalities and import charges. Some import charges may not appear in your Cart and Pentair cannot be held responsible for any such additional import charges.

Tracking Shipments

Upon your order shipping, a tracking number will be emailed to the email address you provided on your order. Sometimes tracking information won't be available. This may be due to the timing of tracking-database updates by the carrier, the sophistication of a particular carrier's tracking system, or the lack of full integration into our tracking systems. If you don't see any tracking data for your shipment, please allow up to 48 hours for our system to update and then contact customer service for additional information.

Undeliverable Packages

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will cancel your order and issue a refund of the purchase price minus shipping costs if the carrier is unable to deliver the package due to an address error that is not caused by Pentair Water Solutions (for example, you provide an incorrect shipping address or the delivery company is unable to deliver to your address after trying to contact you).

We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.

Refused Shipments

If an item shipped via freight is refused upon delivery at no fault of Pentair Water Solutions, we may, at our own discretion, cancel your order and refund your purchase price, minus all shipping costs and a 25% restocking fee. Pentair Water Solutions cannot be liable for the shipping charges if the item is refused before delivery.

Damage/Lost Package Claims

Carriers are responsible for goods lost or damaged in transit. All damaged or lost package/item claims on deliveries must be made within 10 days of arrival to customer’s home (small package). Freight shipments should be inspected for damage upon arrival and damage should be reported to the freight driver immediately. Pentair Water Solutions may request photos of the damage to give to UPS/FedEx for inspection of the damage and to file a claim. Should any item arrive damaged or any item be missing from your shipment, contact customer service. Please note that lost package investigations can take up to 5 business days to process, damage claims can take up to 14 days to process.

Order Cancellation Policy

You can cancel your order for any item provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you, or by our customer service department. However, you can return the item for a refund. To request cancellation of your order please call Customer Service at 877-210-7297. Cancellation requests are not accepted by email.

If you placed an order pursuant to a presentation or solicitation at your home or anywhere away from our typical business locations, or if you are a California resident, you have additional cancellation rights set forth in the Cancellation Notice section of the Terms and Conditions of Sale.

Product Exchange

If you received a defective product and need to exchange it for the same product, contact customer service to set-up an exchange. Customer service will send you a prepaid return label to have the faulty item returned or may schedule a pickup. Once customer service has confirmed the carrier, has picked up the faulty package, or the package has been dropped off to the carrier, a new shipment will be sent.

If you would like to exchange a defective product for a different product, please return the original following our return policy and place another order for the item you wish to purchase. We will not charge a restocking fee and we will send you a prepaid shipping label or otherwise arrange shipping. You do not have to wait for us to receive the original item before placing the new order.

MONEY-BACK GUARANTEE

This Pentair Water Solutions (PWS) Refunds and Returns Policy ("Policy") applies to factory-direct purchases of Pentair, Pentair Pelican and other consumer purchases from Pentair.com or PelicanWater.com. ("Pentair"). By purchasing any product from Pentair Water Solutions (PWS) you agree to this Policy. This policy was last updated on July 19, 2021. Pentair reserves the right, at its sole discretion, to change, modify, add, or remove portions of this Policy, at any time. It is your responsibility to check this Policy periodically for changes.

60-Day Money-Back Guarantee

At Pentair Water Solutions, we pride ourselves in selecting the just-right system for your unique water challenge. We use tools and proprietary data to diagnose your water, and recommend a custom solution that is right for your family. We want you to feel confident in your water solution, and as such, offer a 60-day, no questions asked, trial period. If you are not confident in your water solution, we will provide a full refund.

RETURN POLICY

Pentair Water Solutions will accept return of Pentair or Pelican brand items unused and in original condition within 90 days of shipment for a full refund of your purchase price. Freight shipments may be returned within 90 days of shipment for a full refund of your purchase price minus a 25% restocking fee. Other terms apply:

  • If your return is received on or before 60 days after purchase, you will receive a full refund.
  • You have 90 calendar days from purchase to return a product that is unused, unopened, and in working condition for a refund.
  • All returns must be shipped to Pentair Water Solutions (PWS) and require prior authorization and a clearly-labeled Return Authorization Code ("RAC") on the outside of the return shipment package. This code entitles you to a full refund of the purchase price for the product(s) you ordered, no questions asked.
  • Ensure that the product you are returning is repackaged with all the parts, pieces and documentation that was included when you received it.
  • You are responsible for the return shipping costs on all products.
  • You are responsible for the cost of insuring the product during return shipping.
  • Installation fees and any costs incurred to un-install the product will not be reimbursed, as the money-back guarantee can be applied to product/system only.
  • Shipping charges related to the original purchase are not refundable/reimbursed.
  • This offer is only applicable for products purchased directly from Pentair Water Solutions through our virtual consult, Pentair.com direct e-commerce site or if purchased from an in-home sales consultant (in select markets).
  • Water test kits may be returned if unused within 30 days of shipment, minus a 15% restock fee.
  • UV (Viqua, UV Max) product may be returned within 30 days of shipment unopened, minus a 10% restock fee.

All returns will be inspected for completeness and damage. Some products have return restrictions. Please review the list below to determine if special return policies apply to your products. Systems altered or changed from their original manufacturer build and specs are not returnable. Taxes, brokerage, shipping, customs, and border crossing fees on shipments are not refundable. All custom, high flow, estate or special order products are built to order and cannot be returned once ordered. Manufacturer warranties still apply to all custom systems.

How to Return Pentair Water Solutions Products

  1. Contact Pentair Water Solutions and request a Return Authorization Code by calling 1-877-842-1635.
  2. Repackage the product with everything included in the package when you received the product.
  3. Clearly label the Return Authorization Code on the outside of the package. Pentair will not accept unauthorized returns.
  4. Your return must be received by Pentair within 30 calendar days of the Return Authorization Code number being generated.
  5. Returns for factory-direct Pentair Water Solutions products will only be granted for products purchases through Pentair Water Solutions virtual consult, direct e-commerce on Pentair.com and through in-home consultants (in select markets).
  6. Ship your product to Pentair Water Solutions. For all products, you may use the carrier of your choice.

Ship the product to the following address:

Pentair
ATTN: RETURNS DEPARTMENT
2395 APOPKA BLVD.
APOPKA, FL 32703

Additional Details on Pentair Water Solutions Returns

All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the above and below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. If a non-conforming product is accepted for return Pentair Water Solutions 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.

Return Authorization Code (RAC)

Returns will not be accepted without a valid Return Authorization Number (RA). Unless otherwise specified in the item listing on our website or in our Return Policy, you may request a Return Authorization Number (RA) within 90 days of the original purchase date. RA numbers expire after 30 days, but we encourage you to return the product as soon possible. Any return we receive without a valid RA number will be documented and rejected or subject to a restocking charge at our sole discretion. Customers should call 1-877-842-1635 and speak with customer service to get the RAC. All returns must also contain all parts that were sent, along with all original packaging. Returns must have an RMA or RAC before being returned or the return shipment may refused by Pentair.

Return Shipping

Pentair Water Solutions may, at our discretion, send you a pre-paid return label for you to return the product. If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs. If you use this mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.

For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. Pentair shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse, will be paid by the customer, and are non-refundable. At our discretion, we may reimburse shipping charges related to the return of defective products inside the U.S. only.

For freight shipments, we are happy to accept returns for large items that are shipped via our specialty shippers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, please contact customer service and request the return. We will follow up with instructions for returning the item. Note: Any return that is not the result of our error may be subject to a restock fee which will be deducted from the refund.

Important Return Notice

In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied. The product(s) will be deemed not eligible for return to the manufacturer and will be returned to you. If Pentair, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee will be assessed.

Refunds

For authorized returns within the 60-day money-back guarantee window, Pentair will initiate a full refund (purchase price excluding shipping and handling and installation, if applicable) when the product is received:

  1. Your Return Authorization Code will be identified and marked as received.
  2. The package will be inspected to confirm that it contains everything included with the product.
  3. Your refund will be initiated according to the original payment type(s) for the order. Refunds will be sent to the original method of payment within 5 business days of receipt of the returned product.