Warranty, Shipping, Refund Policies

OUR GUARANTEE

SoftPro Water Systems is committed to 100% customer satisfaction.

If you are unsatisfied for any reason, you may return your purchase within 6 months of the ship date.*

*Applicable terms below apply.

SoftPro Water Systems (“Company”) guarantees that your new water system is built of quality material and workmanship. When properly installed and maintained, it will give years of trouble free service.

We invite you to try these products for six (6) months; subsequently you’re free to return the product if you’re not satisfied for a full, 100% refund minus original shipping cost and a 25% restocking fee. However, return shipping cost and packaging of the system is the responsibility of the customer. Guarantee excludes special orders, commercial systems, media, consumables, and test kits.

Because we believe you purchased the system to get good quality water and we want that for you as well. Company will require you to give us the opportunity to troubleshoot and do any testing necessary to rectify any possible issues with the systems performance with you before a return is authorized.

Warranty

Coverage:

Company warrants to the original consumer purchaser that the water conditioning systems specified below, and the parts listed in this section below, will be free from DEFECTS IN MATERIAL AND WORKMANSHIP from the date of purchase for the following periods:

SoftPro® Elite Water Softeners:

Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board.
7 year warranty on circuit board
Lifetime warranty on the tanks
10% Crosslinked Resin (city water use only):
- For softeners purchased after 2020: Limited, prorated 10 year warranty
- For softeners purchased before 2020: Limited, prorated 1 year warranty
- Resin Media used in well water systems: No warranty

SoftPro® Salt-Free Water Conditioners:

Limited lifetime warranty on valve
Lifetime warranty on the tanks
No warranty on media

SoftPro® Pura Optimus Water Softeners:

7 year warranty on the control valve. Includes all parts except for wear parts such as the piston, spacers, seals and circuit board.
Lifetime warranty on the tanks
No warranty on resin or media

SoftPro® Whole House Filter Systems:

Includes Carbon Chlorine+ Filter, AIO Iron Filter, pH Neutralizer

Limited lifetime warranty on head valve or control valve (includes all parts except for wear parts such as the piston, spacers, seals and circuit board, injectors as applicable)
7 year warranty on circuit board, if applicable
Lifetime warranty on the tanks
No warranty on media

SoftPro® Reverse Osmosis Systems:

5 year warranty on valve, housing tank and filter sumps
No warranty on filters, o-rings and faucet

SoftPro Smart Home+ with Drop Technology Water Softeners And Filters:

Drop Warranty
Product Warranty Summary:

- Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board* - *7 year warranty on the circuit board - Lifetime warranty on the tanks - Limited 10 year warranty on 10% crosslink resin

Commercial Water Softeners And Components:

Fiberglass tanks 14”-63” in diameter or larger - 5 Years
Control Valves & Electronics - 5 Years
Diaphragm Valves, Meters & Electric Ball Valves - 1 Year
Brine Tanks And Internal Assemblies - 1 Year
Media Limited to warranty provided by original manufacturer
Vinylester / Hot Water Application* Max Temp 150F - 1 Year
Steel Tanks (epoxy lined) - 1 Year
All other components - 1 Year
Components are limited to the warranty given by the original manufacturer of the component

General Conditions:

THIS WARRANTY IS EFFECTIVE ONLY IF THE WATER TREATMENT SYSTEM REMAINS AT THE ORIGINAL INSTALLATION SITE.

Company, through its partnerships with OEM manufacturers and distributors, makes these warrants. This warranty does not cover installation or damage to tanks resulting from direct sunlight, freezing, mishandling, improper installation, water pressure in excess of 80 psi, hot water back-up or ambient temperatures in excess of 120°F. Transformers, if applicable are under warranty for one year. Vacuum damage is not covered.

Damage to any part of the water softener as a result of misuse, misapplication, neglect, alteration, accident, installation or operation contrary to our printed instructions, or damage caused by any force of nature is not covered in this warranty.

If softeners and filters are exposed to high levels of iron, manganese, sulfur, chlorine, chloramine and sediment or other harsh water conditions, this will void the warranty and guarantee (more applicable for well water sources). Recent water testing results (pre & post treatment) of the well water, and a water pump flow rate test may be required to validate the warranty or guarantee.

Damage to resin, pistons, seals, and or spacers within the control valve are not covered in this warranty due to the harsh environment. We will repair or replace defective parts if our warranty department determines it to be defective under the terms of this warranty. Company assumes no responsibility for consequential damage, labor or expense incurred as a result of a defect or failure.

COMPANY DOES NOT OFFER NOR PAY FOR ANY ON-SITE REPAIRS.

PURCHASER’S REMEDIES FOR DEFECTS OR FAILURES, TO THE EXTENT PERMITTED BY APPLICABLE LAW, ARE LIMITED TO THE REMEDY PROVIDED BY THE WARRANTY, TO THE EXTENT ENFORCEABLE UNDER APPLICABLE LAW. COMPANY SHALL IN NO EVENT BE LIABLE FOR CONSEQUENTIAL, INCIDENTAL OR SPECIAL DAMAGES ARISING OUT OF THE USE OF, OR INABILITY TO USE, THE PRODUCT.

Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. As soon as the purchaser discovers any defect or failure, the purchaser must within the period of the applicable warranty, notify the Company of that defect. The purchaser may be required to return the defective part or item with all transportation charges prepaid to the Company.

Shipping Policy

Free Shipping

All orders $75.00 and over receive free shipping in the USA excluding AK and HI.

For shipping to AK, HI or international, our team can provide a shipping quote.

Shipment Tracking ID

You will promptly receive a tracking ID sent to the email you entered when ordering.

In rare cases, a possible delay of up to 48 hours in obtainin the tracking ID may occur.

If this happens, we kindly ask that you allow for up to 48 hours for our database to update. Meanwhile, always feel free to contact customer service for more information regarding your order.

Please include your name and order number. Our team responds within 1 business day.

Damage, Missing, and/or Lost Shipment

Small Packages:

For claims of damaged or lost items (small packages), a return must be made within 10 days of delivery.
For claims of missing parts or packages you must contact us within 10 days of delivery.

Freight Shipment:

It is the responsibility of the customer to inspect and report any damage/ loss to the freight driver immediately. For purpose of filing claims, we may request photos of the damages from you.
Due to the meticulous process involved with shipping companies, investigations may take 5 to14 business days for loss and damage claims.

Undeliverable Packages

Sometimes packages are returned as "Undeliverable".

If this occurs to your order, we offer a full refund minus the shipping cost. If Company was at fault for an address error, then we will also refund the shipping cost.

We do not reship the undelivered packages. However, our team can help you place a replacement order.

Refused Shipments

For items refused before delivery, Company will not be held liable for the shipping cost.

Company reserves the right to charge 25% restocking fee plus freight/ shipping charges for all refused packages.

Company will, at its own accord, choose to charge a customer return shipping charges, if a shipment is refused upon delivery at no fault of ours.

Other Shipping Issues

Feel free to contact our team at any time regarding your order shipping status.

Issues may include:

You suspect your package will not be delivered as addressed.
You are yet to receive a notice confirming its return.
Its weeks past the estimated delivery date and you are yet to get a refund.

Returns, Exchanges, Cancellation and Refund Policy

Product Returns - Shipping Packing Guide

If returning a water softener or other filter, please see the appropriate guide. If you have questions or need clarification, please let our team know.

All returns must have an approved RMA and follow the customer packing guide.

WATER SOFTENER

CAUTION – VERY HEAVY: Use caution and a partner to maneuverer the water conditioner unit. The filled tank will be very heavy (100+ lbs). The tank with media only should weigh <50 lbs.

Must Collect Media: Returns are only accepted with all media in the tank. This media must all be returned to receive credit.

Spill Cap: We will mail a tank spill cap to you for shipping.

Multiple Shipments: This will require 2 shipping boxes.

Turn off the water supply.
Open the nearest faucet to drain the existing water from the pipes.
Set the bypass valve to “Bypass”.
1. If other water treatment are connected, please set those bypass valves to “Bypass”.
Disconnect the inlet and outlet plumbing from this bypass valve.
Remove the bypass valve from the control valve.
Disconnect the drain line and the brine line from the control valve.
Remove the control valve from the tank.
1. Remove the upper basket cone from the control valve, if applicable.
Remove the distribution riser tube (white pipe) from the tank.
Be gentle to not damage the filter cone at the bottom of the distribution riser tube.
Drain the water from the tank.
1.Screen the top of the tank hole. Wrap a new pair of clean leggings or cheese cloth over the top of the tank. This will be used to capture the media in the tank.
2.Lay a tarp on the ground to protect the tank.
3.Using two (2) people, slowly tilt the tank down to start draining the tank water.
1.Be sure to keep the screen over the tank hole to capture all media within the tank.
4. Continue to tilt the tank down to empty all the tank water.
Remove the screen and re-install the distribution riser tube inside of the tank.
1.Gently slide the tube through the media until tube top is about level with the tank threads.
Install the tank spill cap. This will keep the media and distribution riser tube in the tank.
1. Be sure the tank threads are clear prior to installing the spill cap.
Rinse off the bypass valve.
Prepare the brine tank for shipping.
1.Remove the brine line from the brine well in the brine tank.
2.Remove any salt or potassium from the tank.
3.Drain the water from the tank.
4.Rinse out the brine tank and well.
5.Dry off any excess water.
Package the unit.
○ Control and Bypass valve: Properly bubble wrap each valve separately and place into a brine tank for shipping.
■ Valves should never ship installed on the tank.
■ Include any quick-connect hoses provided.
○ Brine Tank:
■ Place the tank lid on.
○ Properly bubble wrap the tank and place into a shipping box.
○ Tank: Properly bubble wrap the tank and place into a shipping box.
■ Leave the tank jacket on the tank, if provided.
Send to shipper.
1.Get shipping insurance for the value of the product.
2.RMA #
■ Put the RMA # in the label notes and inside of the boxes.

SALT-FREE WATER CONDITIONER

CAUTION – VERY HEAVY: Use caution and a partner to maneuverer the water conditioner unit. The filled tank will be very heavy (~100+ lbs). Without water, the tank with media should weigh <50 lbs.

Must Collect Media: Returns are only accepted with all media in the tank. This media is over $400+ and it must all be returned to receive full credit.

Spill Cap: We will mail a tank spill cap to you for shipping.

Multiple Shipments: This will require 2 shipping boxes.

Turn off the water supply.
Open the nearest faucet to drain the existing water from the pipes.
Set the bypass valve to “Bypass”.
○ If other water treatment are connected, please set those bypass valves to “Bypass”.
Disconnect the inlet and outlet plumbing from this bypass valve.
Remove the valve from the tank.
Remove the distribution riser tube (white pipe) from the tank.
○ Be gentle to not damage the filter cone at the bottom of the distribution riser tube.
Drain the water from the tank.
○ Screen the top of the tank hole. Wrap a new pair of clean leggings or cheese cloth over the top of the tank. This will be used to
capture the media in the tank.
○ Lay a tarp on the ground to protect the tank.
○ Using two (2) people, slowly tilt the tank down to start draining the tank water.
■ Be sure to keep the screen over the tank hole to capture all media within the tank.
○ Continue to tilt the tank down to empty all the tank water.
○ Afterwards, stand the tank back upright.
Remove the screen and re-install the distribution riser tube inside of the tank.
○ Gently slide the tube through the media until tube top is about level with the tank threads.
Install the tank spill cap. This will keep the media and distribution riser tube in the tank.
○ Be sure the tank threads are clear prior to installing the spill cap.
Rinse off the bypass valve.
Package the unit.
○ Bypass valve: Properly bubble wrap the valve and place into a shipping box.
■ Valves should never ship installed on the tank.
■ Include any quick-connect hoses provided.
○ Tank: Properly bubble wrap the tank and place into a shipping box.
○ Leave the tank jacket on the tank, if provided.
Send to shipper.
○ Get shipping insurance for the value of the product.
○RMA #. Put the RMA # in the label notes and inside of the boxes.

WHOLE HOUSE CARBON FILTER

CAUTION – VERY HEAVY: Use caution and a partner to maneuverer the filter unit. The filter tank will be very heavy. The filter unit with wet carbon media will weigh 100 lbs (with no water).

Must Remove Carbon Media: Returns are only accepted with an empty tank. (Tank with damp carbon media will weigh ~100 lbs.)

Multiple Shipments: This will require 2 shipping boxes.

Turn off the water supply.
Open the nearest faucet to drain the existing water from the pipes.
Set the bypass valve to “Bypass”.
1.If other water treatment are connected, please set those bypass valves to “Bypass”.
Disconnect the inlet and outlet plumbing from this bypass valve.
Remove the valve from the tank.
Remove the carbon filter media.
○ Use a wet vacuum to remove the water and carbon media from the tank.
○ Gradually remove the distribution riser tube (white pipe) from the tank.
■ Be gentle to not damage the filter cone at the bottom of the distribution riser tube.
○ Continue to remove all water and carbon media from the tank.
■ Properly dispose of the carbon media in the trash.
Rinse out the tank and tank threads with water.
Rinse off the valve and distribution riser tube.
Place the distribution riser tube inside of the tank.
Package the unit.
1.Bypass valve: Properly bubble wrap the valve and place into a shipping box.
■ Valves should never ship installed on the tank.
■ Include any quick-connect hoses provided.
2.Tank: Properly bubble wrap the tank and place into a shipping box.
■ Leave the tank jacket on the tank, if provided.
Send to shipper.
○ Get shipping insurance for the value of the product.
○ RMA #: Put the RMA # in the label notes and inside of the boxes.

IRON & PH NUETRALIZER FILTERS

CAUTION – VERY HEAVY: Use caution and a partner to maneuverer the filter unit. The filter tank will be very heavy (100+ lbs).

Must Remove Media: Returns are only accepted with an empty tank.

Multiple Shipments: This will require 2 shipping boxes.

Depending on where you live, the time it may take for your returned or exchanged product to reach you may vary.

Turn off the water supply.
Open the nearest faucet to drain the existing water from the pipes.
Set the bypass valve to “Bypass”.
1. If other water treatment are connected, please set those bypass valves to “Bypass”.
Disconnect the inlet and outlet plumbing from this bypass valve.
Remove the bypass valve from the control valve.
Disconnect the drain line from the control valve.
Remove the control valve from the tank.
Remove the filter media.
1. Use a wet vacuum to remove the water and carbon media from the tank.
2. Gradually remove the distribution riser tube (white pipe) from the tank.
1.Be gentle to not damage the filter cone at the bottom of the distribution riser tube.
3. Continue to remove all water and media from the tank.
1. Properly dispose of the media in the trash.
Rinse out the tank and tank threads with water.
Rinse off the bypass valve and distribution riser tube.
Place the distribution riser tube inside of the tank.
1. Tape the top of the tank to keep the tube inside.
Package the unit.
1. Control and Bypass valve: Properly bubble wrap each valve separately and place into a shipping box.
1. Valves should never ship installed on the tank.
2. Include any quick-connect hoses provided.
2. Tank: Properly bubble wrap the tank and place into a shipping box.
1. Leave the tank jacket on the tank, if provided.
Send to shipper.
1. Get shipping insurance for the value of the product.
2. RMA #
1. Put the RMA # in the label notes and inside of the boxes.

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OUR GUARANTEE

Warranty

Coverage:

Company warrants to the original consumer purchaser that the water conditioning systems specified below, and the parts listed in this section below, will be free from DEFECTS IN MATERIAL AND WORKMANSHIP from the date of purchase for the following periods:

SoftPro® Elite Water Softeners:

SoftPro® Salt-Free Water Conditioners:

SoftPro® Pura Optimus Water Softeners:

SoftPro® Whole House Filter Systems:

SoftPro® Reverse Osmosis Systems:

SoftPro Smart Home+ with Drop Technology Water Softeners And Filters:

- Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board* - *7 year warranty on the circuit board - Lifetime warranty on the tanks - Limited 10 year warranty on 10% crosslink resin

Commercial Water Softeners And Components:

General Conditions:

COMPANY DOES NOT OFFER NOR PAY FOR ANY ON-SITE REPAIRS.

Shipping Policy

Free Shipping

Shipment Tracking ID

Damage, Missing, and/or Lost Shipment

Undeliverable Packages

Refused Shipments

Other Shipping Issues

Returns, Exchanges, Cancellation and Refund Policy

General Refund Policy:

Simple Return / Exchange Process:

Cancellation Policy:

Shipping:

Shipping Fees:

Refund Processing:

Late or missing refunds (if applicable)

Exchanges:

Product Returns - Shipping Packing Guide

WATER SOFTENER

SALT-FREE WATER CONDITIONER

IRON & PH NUETRALIZER FILTERS

Quick and simple

Request Support
& Customer Service

BEST SELLERS

BEST SELLERS

BEST SELLERS

BEST SELLERS

OUR GUARANTEE

Warranty

Coverage:

Company warrants to the original consumer purchaser that the water conditioning systems specified below, and the parts listed in this section below, will be free from DEFECTS IN MATERIAL AND WORKMANSHIP from the date of purchase for the following periods:

SoftPro® Elite Water Softeners:

SoftPro® Salt-Free Water Conditioners:

SoftPro® Pura Optimus Water Softeners:

SoftPro® Whole House Filter Systems:

SoftPro® Reverse Osmosis Systems:

SoftPro Smart Home+ with Drop Technology Water Softeners And Filters:

- Limited lifetime warranty on control valve; includes all parts except for wear parts such as the piston, spacers, seals, and circuit board* - *7 year warranty on the circuit board - Lifetime warranty on the tanks - Limited 10 year warranty on 10% crosslink resin

Commercial Water Softeners And Components:

General Conditions:

COMPANY DOES NOT OFFER NOR PAY FOR ANY ON-SITE REPAIRS.

Shipping Policy

Free Shipping

Shipment Tracking ID

Damage, Missing, and/or Lost Shipment

Undeliverable Packages

Refused Shipments

Other Shipping Issues

Returns, Exchanges, Cancellation and Refund Policy

General Refund Policy:

Simple Return / Exchange Process:

Cancellation Policy:

Shipping:

Shipping Fees:

Refund Processing:

Late or missing refunds (if applicable)

Exchanges:

Product Returns - Shipping Packing Guide

WATER SOFTENER

SALT-FREE WATER CONDITIONER

IRON & PH NUETRALIZER FILTERS

Quick and simple

Request Support& Customer Service

Request Support
& Customer Service