Shipping & Return Policy

Shipping
All flat rate and free shipping is at the discretion of Aqua Ultraviolet to utilize the best service available. Shipping can be anywhere from 2 to 7 days.
 
Note: Expedited Shipping is not included in the price.
 
If Expedited service is required, you must call and request a quote for that service.
 

14 Day money-back guarantee. Must be notified and reported within 3 days of receipt if not required.

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 and/or the item is damaged or defected, qualify for free return shipping up to 14 days after the item was received. Please see the refund policy for your specific return for more detailed information.

Shipping on ALL OTHER returns will be your responsibility.

30% Restocking Fee Applicable After 30 Days from Purchase Date
Products may only be returned for up to three months from the date of purchase.

Return Policy for:

Non-Returnable Items
A small number of items that we sell are labeled as “Non-Returnable”. These special order items are not eligible for our standard return policy described on this page. 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 require assistance with a Non-Returnable Item, please contact our customer service team.

Ordered the Wrong Products
If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. You can also call or email our Customer Service Team at 1-800-454-2725 or email info@aquauv.com to set up the return for you. The products must be returned in new and unused condition in the original packaging. The Return Form must be included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There will be no restocking fee if you return the item within 30 days of receipt. After 30 days, a restocking fee will be applied. We don’t offer exchanges but we would be happy to assist you in locating the correct item if you did make an incorrect purchase if you need assistance please email or call our Customer Service Team.

Received Defective Products
AquaUV 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 support@aquauv.com or info@aquauv.com 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. AquaUV will pay the shipping cost associated with the
replacement.

Received a Damaged Package
If a damaged package is left at your door, please contact us immediately at 800-454-2725 or email support@aquauv.com. Damaged Goods must go through a Claim process, so please do not discard any packaging or product until you have discussed it with Customer Service.

If at all possible TAKE PHOTOS prior to doing anything else.

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 replacement items after we receive your return. All returned products must be unused and in the original packaging. The Return Form must be included in the box.

Received Incorrect Products (Not What You Ordered)
It is rare that AquaUV sends out the wrong products, as we double check every order. If you receive an incorrect product please call or email our Customer Service Team to set up the return for you, 800-454-2725 or support@aquauv.com . 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 replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging.

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 1-888-757-4774 or 011 1 951 296 3480, we’ll be happy to get you set up.

Freight Packages — Please Inspect Upon Delivery

Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact an AquaUV customer service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver’s time in order to fully inspect any freight packages. In the event that you notice concealed damages after the driver has left, you must notify AquaUV within 24 hours of receipt. Note: if you need a lift gate, there is an additional Shipping Fee, please ask prior to requesting, you will be charged for the fee!
 

Return Procedure
– Must call customer service at 1-800-454-2725 to set up a return RMA over the phone or via email.
      – Your Return Form (RMA) MUST be included in the return package.
– Pack the item(s) securely in the original product packaging.
      – Include all paperwork, parts, and accessories.
      – All returned items must be brand new, unused and in their original packaging.
      – Do not write on or place shipping labels directly on manufacturer packaging.
      – Returned items will be inspected upon arrival.
– Send the return package to the address listed on your Return Form.
– The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
– You can expect a refund in the same form of payment originally used for the purchase within 3–5 business days of our receipt of the returned items.

Changing Your Order Before It Has Shipped
We are able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At AquaUV, we work hard to ship orders as quickly as possible,
and your order could ship within a few hours of being placed. Unfortunately, we are unable to make any changes to an order once it has left our warehouse or is already in the shipping process.

Cancellations
AquaUV must be notified of all cancellations by phone. Orders can only be canceled before they have shipped. If you wish to cancel an order that has already shipped, you will need to set up a return and send the material back with a Return Form. You can set up your return and create your Return Form by using our online return tool or calling customer service. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return, plus will be charged a 30% restocking fee.