Refund policy

Last updated: September 29, 2026

Mid Atlantic Water sells water treatment equipment online and ships it to you. We do not install anything; your plumber does, and we support your plumber by phone. These are our terms for returns, refunds, cancellations and our performance guarantee. If anything here is unclear, call 800-460-5810 or text 443-277-2204 (7 days a week, 8 AM to 5 PM Eastern), or email support@midatlanticwater.net.

Returning new, unopened equipment

• You can return new, unopened, uninstalled equipment within 30 days of delivery.
• Call us for approval before you send anything back. If we approve the return, we email you a return authorization with the return address and instructions. Returns sent without approval are refused and shipped back to you at your expense, and no refund is issued.
• Items must be unused and undamaged, in the original packaging with all parts and paperwork. A return that arrives damaged, including its boxes, does not qualify for a refund.
• You pay the return freight. Shipping, handling and installation charges are not refundable.
• Returned equipment carries a 25% restocking fee. We waive the fee when you exchange it for an item of equal or greater value.
• Opened or installed equipment cannot be returned. Treatment systems that do not fix the problem after installation are covered by our performance guarantee below.
• Special-order and custom equipment, including commercial equipment ordered for a specific application, cannot be cancelled or returned.

Performance guarantee on water treatment systems

If a water treatment system we sized for you is installed and still does not fix the problem it was sized for, we make it right. This covers the water treatment systems we size: water softeners, iron and sulfur filters, acid neutralizers, carbon filters, UV systems other than the standalone units named below, multi-system packages and specialty removal systems. Standalone UV units (such as the Viqua VH200 and VH410), cartridge filter kits (such as Big Blue and Rusco) and replacement parts follow the standard return terms above and their manufacturer warranties. The guarantee also does not cover media, well pressure tanks or water test kits.

The guarantee applies when:

• the system was chosen from a water test you reviewed with Aidan before you bought it;
• it was installed according to the instructions and maintained according to its manual (salt, media top-offs, cartridges);
• your water is within what the system was sized for; and
• you call us first, so we can troubleshoot the setup and replace parts if needed.

If it still does not fix the problem after that, we refund the price of the system. You do not ship it back. Shipping, installation and plumbing costs are not refunded. The guarantee period is the one shown on the system's product page.

Water test kits

• To cancel a water test kit order, call us. A $50 cancellation fee applies, and you keep and recycle the kit; there is nothing to send back.
• Accuracy guarantee: if your kit does not arrive, arrives damaged, the lab loses your sample, or your results take longer than the turnaround shown on the kit's page (counted from the day the lab receives your sample), we send you a replacement kit at no charge or refund the kit in full.

Cancelling an equipment order

To cancel, call 800-460-5810; we cannot cancel an order from an email or text alone. Once an order has been processed, cancelling it is handled as a return under the terms above: the 25% restocking fee applies, and if the order has already shipped, you pay the return freight.

Damaged, missing or wrong items

• Inspect your delivery when it arrives, and tell us about any damage, missing parts or a wrong item within 3 days of delivery. We ship missing components within 2 to 3 business days of your report.
• If the shipment is damaged, note it on the delivery receipt, take photos, and file the claim with the delivery carrier; that claim is the buyer's to file. Tell us as well, so we can help.

Refused shipments

An order refused at delivery is charged the 25% restocking fee plus the original cost of shipping, even if it shipped free. Special orders and custom orders refused at delivery are not refunded.

How refunds are paid

• Approved refunds go back to your original payment method, minus any restocking fee or charges owed, within 30 days of approval.
• If your card company refunds you for an order we have already refunded, we will recharge your card to recover the duplicate refund.

Warranties

Manufacturer warranties apply; each product page lists its own terms. Warranty claims are decided by the manufacturer. Call or text us first and we will tell you how that manufacturer handles the claim. See our Terms of Service for what warranties cover.

Mid Atlantic Water LLC. See also our Shipping Policy.