MERCHANDISE RETURN POLICY
See our Standard Terms and Conditions.
Merchandise may be returned in new and unused condition within 30 days of receipt for a full refund (less shipping)—special orders, custom and nonstocked items are not returnable. Call our Returns Department for a Return Authorization Number and use the merchandise return form. Items returned after 30 days but within 90 days will be subject to a 30% restocking fee, and items are nonreturnable after 90 days, no exceptions.
You must call and receive an RA number to return merchandise within 30 days from the date you received it. All items must be in new and unused condition. Returned items cannot show evidence of use or wear, dirt or other blemishes of any kind. Merchandise must be returned in its original packaging and MUST include all supplied materials, instructions, warranty cards, original accessories and hardware provided. Pentair Aquatic Eco-Systems (PAES) will not be able to process a full refund on any returned item that does not fit the above requirements, and all refunds will be pending inspection upon arrival.
We suggest that the merchandise be securely packaged and insured for the full retail value, as PAES is not responsible for lost or damaged packages. Return shipping costs are the responsibility of the customer. For our international customers returning merchandise, all shipping charges, custom duties and taxes that the customer's government may impose at the time of exporting and any damage incurred while returning the merchandise is the responsibility of the customer. We do not accept COD returns.
Please check your orders immediately upon delivery. If we send you something by mistake we will reimburse you for shipping costs. See our Limited Warranty page for more information.
IMPORTANT You must call for approval first to exchange or return drop shipped items. Opened feeds and chemicals may not be returned.
DAMAGE CLAIMS Any damage shown at the time of delivery must be reported immediately to the carrier and within 48 hours to a PAES sales representative. PAES will not accept claims for damages and/or shortages after 10 days from delivery.
CLOSEOUT ITEMS RETURN POLICY
Pentair Aquatic Eco-Systems strives to avoid mistakes and unfortunate situations of customer dissatisfaction. Before purchasing a closeout item, please contact one of our many skilled technicians with any questions or concerns you may have about the item or this returns policy. We do our best to ensure that all closeout items are in working order before shipment; however, in the case where an item is not working, there is a period during which that item may be returned. Those who purchase closeout items will have a period of 24 hours from the time of delivery to open the packaging and inspect the product to ensure the product is not damaged and is in proper working condition. Damaged items may be returned for a credit or exchange provided the buyer files a claim with PAES customer service within the 24-hour time period after delivery. Customer is responsible for all return shipping costs. After the 24-hour time period has expired, we cannot honor any warranty for closeout items. On closeout goods that have normal functionality at the time of delivery, all sales are final.
Any item(s) sent in for repair will be charged an evaluation fee up front, due at the time we issue the RA or payment must be sent in along with the item. If your item is under warranty and has been purchased within the past 90 calendar days, the evaluation fee will be waived. We will not process any repair evaluation without the fee being paid up front. The evaluation fee will be credited toward the repair fee if you elect to have the repairs done.
Any item sent in for a repair evaluation and left for more than 90 calendar days will be considered abandoned and become the property of PAES. We will make an attempt to contact you four times, once upon the initial evaluation, then at 30, 60 and 90 days.
If you have any questions about a product warranty or have an item that needs repair, contact our Return representatives at 877-347-4783.