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Returns/Exchanges/Policies

Refund & Return Policies


At truAqua.com, we want you to be 100% satisfied with your purchases. If you are not happy with your new purchase, you may return it for a refund or exchange within 14 days after receipt of your shipment. Returned merchandise must arrive to us in proper resell condition in order for customers to receive a full refund. If you decide to return an item, please follow these guidelines.

14-Day Return Policy
To qualify for the 14-day refund, ALL of the following must be met:

  • Product is within the 14-day trial period. This is calculated exactly 14 days after you receive your product. Please understand that we cannot make any exceptions to the 14-day rule.
  • Items are in the original packaging, including packing materials, warranty cards and manuals.
  • Original packaging is placed in a separate box for shipment. Do NOT use the product package as the shipping box. Do not write on or add shipping labels to the original packaging.
  • Product has not been damaged during return shipping.

    Shipping Costs
    Customers are responsible for shipping costs on all returns with the exception of defective products or an error on our end in shipping the correct product. If you receive product that is not working properly or we made an error in shipping, contact us immediately. TruAqua is not responsible for lost shipments on returns. You must file a lost shipment freight claim with the respective shipper.

    Defective or Missing Items Policy
    Notify us for any claims of missing or defective items within 5 days after receipt of your shipment. Always open and test your items immediately after you have received it. If you wait and go beyond the 14-day trial, we cannot honor the refund. If you receive defective product, product with missing items, or product that you did not order, contact us at 888-915-2782 or email Return Merchant Authorization

    Restocking Fee
    A restocking fee may be applied under certain conditions. New products must arrive to TruAqua in resellable condition with original packaging and all parts and manuals to receive credit. If an item is returned (new or used) with damaged packaging, or is incomplete, a 15% re-stocking fee will be applied.

    Canceling Your Shipment
    You can cancel items that have not been shipped yet; but remember that TruAqua has a same-day shipping policy. To cancel an order that has not yet shipped, call our customer service department immediately at 888-915-2782. If the item has been shipped, it cannot be canceled and you will have to go through the 14-day return policy.

    Return Merchandise Authorization (RMA)
    We do require a return merchant authorization number. You must follow these guidelines.
  • Email our Return Department at Return Merchant Authorization for a Returned Merchandise Authorization (RMA) Number.
  • Download and print the RMA/Warranty Form RMA/Warranty Form Download. Fill it out and include it in your return package.
  • Include the RMA/Warranty Form in the shipping box that contains all original packaging materials, unused warranty cards, and instruction booklets. Your return package should include the copy of your packing slip and the RMA form for your return. Please also write your RMA # on the outer box.
  • Wrap the package securely and mail it to the address listed below (the address is also on your packing slip). For your protection, expensive items should be returned via an insured carrier with tracking capability.
  • Send return to:

    truAqua
    RMA Department
    775 Columbia St.
    Brea, CA 92821

    REPAIRING/WARRANTY INFORMATION
    If you have any repairing or warranty service inquiries, please email Return Merchant Authorization Include your name, order number, address and phone contact. Please write descriptions of the problems of your products and we will contact you shortly with instructions.