Inspection and Claim Process:
- Inspect your package within 24 hours of arrival for damaged, missing, or defective parts.
- Report issues via email within 24 hours with pictures and the original wrapping.
- Defective items must remain in their original wrapping for the claim to be processed.
Return Policy & Return Process Instructions:
- Items returnable within 30 days if unused and in original packaging.
- No returns accepted after items are removed from original packaging and installed.
- If you return an item within 30 days of your purchase, you can receive a refund following the terms outlined below, or opt for a credit towards the purchase of another item.
- Out-of-frame returns not accepted after 180 days.
- Unauthorized returns may result in management and restocking fees of up to 45%.
- All returned merchandise must be unused in the original condition and packaging.
- No return credit for shipping charges.
- Returns not accepted after 30 days from the purchase date.
- To initiate a return, contact us via email, providing your order number, first and last name, and reason for the return.
- If approved, you will receive an RMA number, which must be included on the return shipping label.
- Return shipments should be sent to the following address:
Max Water
225 Gibraltar Rd, Unit 6
Woodbridge, ON L4H 4P9
Refund Process and Conditions:
- Refunds will be issued upon receipt and examination of the returned items.
- Refunds are based on the condition of the returned item.
- Max Water aims for fairness in variable refund determinations.
- If the offered refund is unsatisfactory, customers can pay a shipping charge for item return. Deductions typically range from 15% to 30% based on the customer's address or item location upon shipment.
- Max Water cooperates fully in determining return eligibility and expects equal cooperation from customers.
- If a customer refuses cooperation, Max Water reserves the right to deny covering shipping costs for products returned without following the proper protocol.
- Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in delayed credit, partial credit, or refusal of the returned items, as outlined in the details below
| Return Policy Template | Item Return Credit Conditions |
|---|---|
| Closed Box / Customer's Mistake | The customer covers all Shipping charges, agency clearing costs,customs clearance, and taxes. |
| Closed Box / Vendor Mistake | We cover all shipping charges |
| Open Box/ Customer Mistake, Product Not Installed | The customer covers all Shipping charges, agency clearing costs, customs clearance, and taxes. |
| Open Box/ Defect, Product Not Installed | We Pay for return Shipping and send a replacement after receiving the defective part/order. |
| Open Box/ Defect, Product Installed | No Return Credit |
| Open Box/ Vendor Mistake | We Pay Shipping |
| Open Box/ Customer Mistake, Product Installed | No Return Credit |
Return Inspection and Refund Criteria:
- Customers are responsible for the original shipping cost for free shipping items.
- All returns undergo careful inspection upon receipt.
- All returns to Max Water must adhere to the rates specified in the company's policy without exceptions.
- Customers are responsible for ensuring their purchased product functions as intended and is undamaged.
- Please ensure products are returned in their original packaging, maintaining a brand-new condition with no damage or markings. This allows the item to be resold effectively.
- Max Water reserves the right to determine the fair refund amount, considering the item's condition at their discretion.
Return Instructions for U.S. Customers (International Returns):
- U.S. customers are accountable for return shipments from outside of Canada, including clearing agency costs, customs clearance, and taxes. If these expenses are not covered by the sender, extra charges will be deducted from the customer's refund.
- All returns undergo careful inspection upon receipt.
- All returns to Max Water must adhere to the rates specified in the company's policy without exceptions.
- Customers are responsible for ensuring their purchased product functions as intended and is undamaged.
- Please ensure products are returned in their original packaging, maintaining a brand-new condition with no damage or markings. This allows the item to be resold effectively.
- Max Water reserves the right to determine the fair refund amount, considering the item's condition at their discretion.
Restocking Fee and Shipping Damages:
- A minimum 10% restocking fee applies if the item was not properly protected during the return process, leading to shipping damages.
- In cases of shipping damage, we assess the damage with the carrier and file a claim. If returning due to damage, please report it promptly; delayed reports might affect the resolution process.
- If you receive a damaged item, notify us immediately. We file a claim with the shipper to resolve the issue.
Return Costs and Shipping Protection:
- The buyer bears full responsibility for return costs if they receive damaged items, refuse replacements or exchanges, leading to the return being classified as a buyer return.
- Customers are advised to purchase shipping insurance when returning items. Proper wrapping and packaging standards should be followed to ensure carrier acceptance of claims for shipping damage.
Freight Returns and Lost Packages:
- If freight is returned after customer receipt, any damage to the freight is the customer's responsibility at cost.
- In case of a lost package, the customer must wait for us to locate and arrange its shipment. We reserve up to 60 days to resolve the case with the carrier, especially if tracking information suggests non-delivery or package hold. Despite this, the customer remains eligible to receive their order. If the customer no longer wants the item, they may return it for a refund; however, please note that return shipping labels are not provided.
International Returns and Order Errors:
- We are not liable for Canadian side brokerage fees for international returns. The shipper is responsible for covering these fees when printing the shipping label.
- If you are returning a product due to our order error, we will send you the correct item upon receipt of the wrong item. No additional shipping cost will be incurred, and we will cover the return shipping via Regular Ground with proof of the shipping cost (receipt copy).
Handling Refused Deliveries:
- Deliveries refused for reasons other than shipping damage will be treated the same way as a standard return.
Special Custom-Made Systems:
- Special custom-made or build systems are subject to additional management & restocking fees, ranging from 15% to 25%. These fees apply from the day the customer places the order, regardless of whether the system has been shipped or is still in our stock.
Water Softeners Policy:
- Water softeners are customized orders and are final sale, non-refundable. We do not accept returns for water softeners; however, a limited warranty from the main manufacturer is provided for coverage.
Order Cancellation Policy:
- Max Water does not cancel orders upon customer email or phone request. For incorrect orders, please use the designated contact link provided. Click Here