Pelican Water Systems

General Return Policy
Pelican will accept return of Pelican brand items unused and in original condition within 90 days of delivery for a full refund of your purchase price. Freight shipments may be returned within 90 days for a full refund of your purchase price. Shipping charges are not refundable. Customers are responsible for return shipping costs.

Water Test kits may be returned unused within 30 days minus a 15% restock fee.

UV (Viqua,UV Max) products may be returned within 30 days unopened only 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.

90 Day Satisfaction Guarantee
Pelican Carbon Series, Combo Series, Iron Series, Advantage Series, Fluoride Series, EZ Connect, Shower Filters, Drinking Filters (excluding RO) and NaturSoft Series products offer a 90 day satisfaction guarantee. Try these products for 90 days and if you are not 100% satisfied, return the item to us for a 100% refund. Return shipping is the customers’ responsibility; Taxes, brokerage, customs and border crossing fees on international shipments are not refundable; water must be within manufacturer specs.

Custom/High Flow/Special Order Products
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.

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

If you would like to exchange an item for a different one, please return the original following our return policy and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.

PelicanWater Responsibilities and Limitations
PelicanWater representatives will recommend an overall water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. PelicanWater can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water.

Purchasers are advised that water quality conditions vary by area. Product performance may be affected by these variables, and for optimum performance purchasers should verify prior to ordering that their local water quality falls within PelicanWater’s recommended specifications. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not prior disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to working with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable solutions available.

PelicanWater may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.

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 PelicanWater.com 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
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 an 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 PelicanWater.

Return Shipping
PelicanWater may at our discretion send you a pre-paid return label for you to return your 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. PelicanWater 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 and will be returned to you. If PelicanWater.com, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee will be assessed.