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:
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
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.
775 Columbia St.
Brea, CA 92821
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.