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# 3 RETURN Policy and Procedure
Last Updated: 08/23/2018

Return Policy and Procedure - No RMA required.

  • SEND RETURNS TO:

    RETURNS / "your order number"
    Softenerparts.com
    752 Commerce DR Unit 12
    Venice, FL, 34292-1744

  • 90 day money back - Or exchange.
  • Only a 15 % restocking fee - shipping and handling cost ( Net 85% of item cost ), if return is your mistake ( no restocking fee if the mistake is ours ).
    Also, if you make a new "replacement" order with us, because you ended up needing a different part of equal or greater value, then we will issue a full item credit for the returned part
    (you only pay shipping and handling fee on both orders).
  • EXCHANGE = You should order the New Part and then Return the Incorrect part you ordered, and include BOTH Order numbers with a note explaining reason for return.
    Then we will refund full item price ( but not shipping and handling ) of the first item once we get it back from you.
    IF Mistake was OURS, we can sometimes resend out replacement first.
    Please email us about any Error in parts we make when filling your order. We want to "make it right" as soon as possible.
  • 1 year warranty on non-electrical parts purchased ( some items have longer warranties ).
  • Most items shipped within 24 hours of your order receipt.
  • Warranties and replacements are handled through us, not the manufacturer ( though many parts can be warranted through a network of dealers handling Fleck or Autotrol Valves ).
  • To Return any item, simply ship back by method of your choosing and include a note explaining why you are returning the item
    NOTE: No RMA # required, just use your original Order Number with your return, so we can quickly process it.
  • All returns must be unused and in unopened original packaging and include all items and manuals originally shipped ( unless it is a part covered under "warranty" and we are exchanging for new working replacement, then we would expect the part returned to be "used", and that's okay. We just don't want any "cartridge filters","RO Membranes", or Sealed O-ring Kits returned that are Opened, Noticeably Used, or Missing parts or printed directions, if you expect a refund.
  • Please include your Name and Original Order Number. And don't forget a note explaining why it's being returned. This will help us process your return quickly and issue any refund due.
  • We will either give you full credit towards an exchange or partial credit applied to your credit card, PayPal account or send a refund by check when necessary.

    SEND RETURNS TO:

    RETURNS / "your order number"
Softenerparts.com
752 Commerce DR Unit 12
Venice, FL, 34292-1744

Softenerparts.com is a 100% web based retailer, this means extremely low overhead - raw savings - we pass to you, our valued customer. We feel it is important that you know, we're not "part time", a "short term project", or "virtual experiment". We are professionals, dedicated to the success and operation of this business with several branch warehouses in the United States. We have been helping people fix their water treatment problems since 1989. And online as Softenerparts.com since 1999, so we are here to stay. We know your products inside and out.

E-mail Us ( support@softenerparts.com ) today with your questions, we're committed to using our knowledge and years of experience to give the best customer service possible. While you're browsing around our website, bookmark us, and check back often for sales and specials. New items are added almost daily, so we look forward to seeing you soon.

SHIPMENT DELIVERY DELAYS
We do not "re-ship" lost or mis-routed packages for at least 2 weeks after they were schedule to arrive. As within this time frame ( 2 weeks ), the post office generally will correct their mistake.

Restocking Fee applies when 2nd ( replacement order ) is significantly lower cost ( value ) than the original order.

Customer Writes:
I am very disappointed in the restocking fee since I purchased another part from you to fix the machine.

Explanation as to WHY Re-stocking Fee ( 15% ) still was applied to Refund,
The 2nd order was of much lower value.
If it had been equal or great, we would have waived the re-stock fee.

And we incur cost to process orders ( including payment processing
fees ) that can not be recouped.

And as you may have noticed, we have the very low prices of these types
of products, and therefore we are not making a lot in the first place.

So, to keep from losing money on returns, we have a small re-stocking
fee to cover our cost involved in processing the original order and
the return of the product.




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