At Southwest Water Co., we stand behind every system we sell and install. Our goal is your complete satisfaction with your water treatment investment. Please read this policy carefully before making a purchase.
30-Day Satisfaction Guarantee
If you are not fully satisfied with your installed water softener or filtration system within 30 days of installation, contact us and we will work to make it right — including a free service visit, system adjustment, or, in qualifying cases, a full removal and refund.
- The system must be in its original installed condition and free from damage caused by misuse.
- A technician visit is required before any refund is approved.
- Refunds are issued to the original payment method within 7–10 business days of approval.
Deposits & Cancellations
| Scenario | Refund |
|---|---|
| Cancellation more than 48 hours before scheduled install | Full deposit refund |
| Cancellation within 48 hours of scheduled install | 50% of deposit retained |
| No-show on installation day (customer not home) | Deposit non-refundable; reschedule fee may apply |
| Cancellation after installation is complete | Subject to 30-Day Satisfaction Guarantee terms above |
Non-Returnable Items
The following items are not eligible for return or refund:
- Salt, filters, or consumable replacement parts that have been opened or used.
- Systems that have been modified, repaired, or serviced by a third party.
- Systems damaged due to improper use, freezing, or physical damage not caused by installation.
- Labor charges for completed installation work.
Warranty Coverage
All systems installed by Southwest Water Co. include a lifetime warranty on the control valve and a 10-year warranty on the tank. Warranty claims are handled separately from this return policy. If your system develops a defect covered under warranty, we will repair or replace it at no cost to you.
How to Request a Return or Refund
To initiate a return, cancellation, or refund request, please contact us directly. Have your order number ready (found in your confirmation email or on your order detail page).
Southwest Water Co. reserves the right to update this policy at any time. The version in effect at the time of your purchase governs your transaction. For questions, contact our team.