This Returns Policy is effective 01/01/2017
Thank you for your Constant Water purchase. We’re here to ensure that your experience is perfect.
In some rare instances, you may need some help with a return. Don’t worry! The following information will help you process your return:
Unopened Merchandise
You may return any “unopened” products and accessories within 30 days of delivery for a full refund. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you.
Opened Merchandise
“Opened” products and accessories can be returned within 30 days of delivery, but will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Opened returns must be in salable condition with original materials and packaging.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs.
Built-to-Order Items
There are no returns allowed for products which have been specially built for you and shipped to you. These items are not routinely stocked at our warehouse and therefore cannot be returned.
Installed Items
Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer.
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Damaged or Missing Merchandise
You must open and inspect your shipment for damage and piece count. Do not accept damaged goods. Merchandise that is refused due to damage will be returned to us and replaced promptly and all related claims will be handled by Constant Water, LLC.
In the event you accept a damaged shipment, you incur all responsibility associated with filing a freight claim with the carrier. Please retain all items (pallet, carton, etc) including documentation (delivery receipt, pictures, etc) as the carrier has the right to inspect the damaged merchandise and original shipping cartons before processing your claim.
If there is no visible or obvious damage (the carton appears acceptable at delivery and no damage is noted on delivery receipt), but broken or damaged items are discovered after opening, call the carrier within two (2) business days of receipt for instructions in placing a Concealed Damage Claim.
Typically, a carrier will not give you 100% replacement value when filing a concealed damage claim and we will not assume the difference. YOU are responsible for verifying the condition of your merchandise upon receipt. Please inspect it carefully for shipping/handling damage, open the package and inspect the contents, prior to signing the delivery receipt. Constant Water, LLC will not be responsible for concealed freight damage.
Please ensure that all items listed on the delivery receipt are present and accounted for. Occasionally, several items will be shipped on one pallet which is designated on the delivery receipt. If the pallet is not shrink wrapped and the number of items you receive does not correspond with the delivery receipt, you must designate so, indicating the missing item(s) and call Constant Water, LLC immediately to initiate a replacement process. In the event you accept a shipment without notating any missing items, you incur all responsibility associated with filing a claim and replacing the product.
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate “Possible Freight Damage” on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Defective Products
We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don’t worry.
In most cases, it’s a simple issue that can be resolved over the phone. We have expert technicians standing by to help solve your issue. Please have your model number available for fastest service.
Scheduling a Return
To return an item, please email us at support@constantwater.com for the address to our Returns Center, which may be different than what’s posted on the Bill of Lading or your invoice.
Products returned to the wrong address may be refused, delaying your credit, which typically takes 2-3 weeks to process.
Please “Contact Us” if you have additional questions.