Disclaimer
Shell Water Systems is not responsible for the installation of its products or for any installer chosen by the customer. It is the customer’s responsibility to ensure the installation is performed by a qualified professional. Please do not schedule your installer until you have received and inspected your order.
Promotions Policy
Promotions and discounts are valid only at the time of purchase. Shell Water Systems does not retroactively apply or honor promotions for products purchased prior to the promotion’s start date. We do not offer promotions on any replacement parts.
Shipping Policy
Once the order is placed we will process the order within 1-3 business days, you will receive an email with an Order Number. After processing you will receive an email with Tracking information from the carrier and the order is on its way. Please keep this tracking number to track your order as it will tell you the delivery date. Sometimes the delivery date may change depending on the package pickup date. Please keep in mind there are multiple packages and may not all arrive the same day. Please allow 7-10 business day for your shipment to arrive. Although, this is the estimated timing you may receive it sooner. You will receive a final email stating the order has been delivered.
If the package returns to our facility as undeliverable, we will refund the product cost minus shipping fees and a 10% restocking fee. If you would like for us to process the order again you will need to simply place another order and at that time we will waive the 10% restocking fee. We are not responsible for stolen packages from the delivery address. We are not responsible for misspelling or incorrect address entries made by the customer.
All items are shipped and packaged with media loaded inside the tanks ready for installation. Please inspect all parts within 72 hours of receiving shipment and report any damaged items. Any damaged items from delivery will be replaced free of charge. It is the customers responsibility to report this within the 72 hour time frame otherwise charges may apply.
Please do not schedule a technician to your home until all packages have been received and inspected. We are not responsible for charges due to failure to inspect and delayed updates from the shipping company.
Return and Refund Policy
Thank you for shopping at Shell Water Systems.
If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.
The following terms are applicable for any products that You purchased with Us.
Interpretation and Definitions
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Refund Policy:
- Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Shell Water Systems, LLC, 6060 Azle Ave #700-289 Lake Worth, Texas 76135.
- Goods refer to the items offered for sale on the Service.
- Orders mean a request by You to purchase Goods from Us.
- Service refers to the Website.
- Website refers to Shell Water Systems, accessible from www.shellwatersystems.com.
- You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Cancellation Rights
You are entitled to cancel Your Order within 3 days if you are at all unhappy with ordering the Shell Water System.
The deadline for cancelling an Order is 3 days from the date on which you placed the order or before the carrier takes possession of the product. Once the carrier is in possession of the order, it will be delivered and can be submitted for a return.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
- By email: returns@shellwatersystems.com
- By phone number: 866-301-3954
We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order minus shipping cost.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
- The Goods were purchased in the last 90 days
The following Goods cannot be returned:
- The supply of Goods made to Your specifications or clearly personalized.
- Damaged parts during Installation
- Opened/Broken Seal reverse osmosis filters. It is the customers responsibilty to ensure the correct filters were ordered and received prior to breaking the seal.
- We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Returning Goods
You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:
6060 Azle Ave Ste 700-289 Lake Worth, Texas 76135
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Return of Used Equipment – Binding Policy
All returned equipment must include all original components and media in place. The customer is solely responsible for the uninstallation, packaging, and return of the equipment.
The customer expressly acknowledges that, due to the design of the system, the unit cannot be fully drained. Media remains inside the unit, and the internal distributor tube is not removable. As a result, water will remain in the system at the time of return.
The customer assumes full responsibility for all return shipping costs, including but not limited to shipping fees, handling fees, and any additional charges incurred as a result of the increased weight of a used unit containing water and media.
Any refund issued will be reduced by all applicable shipping, handling, and weight-related charges. The company shall not be responsible for any additional costs incurred due to carrier surcharges, overweight fees, or improper packaging.
Failure to return the equipment with all required components and media intact, or failure to properly uninstall and package the unit in a condition suitable for return shipment, may result in additional fees, partial refund, or denial of any refund, at the company’s sole discretion.
By returning the equipment, the customer agrees to and is bound by this policy.
Product Service & Ship-In Policy
Shell Water Systems is an e-commerce company and does not provide in-home or on-site service. We provide technical support by phone and will make every reasonable effort to troubleshoot your system remotely before requesting that equipment be shipped to us.
Equipment Sent In for Service
If an issue cannot be resolved through phone troubleshooting, Shell Water Systems may request that the system, component, or electronic equipment be shipped to us for further inspection, testing, resetting, or service.
The customer is responsible for all shipping costs associated with sending the product to Shell Water Systems and having the product shipped back to the customer. This includes situations where the product is inspected and found to be operating properly or the issue is resolved through a reset, adjustment, programming change, or other service that does not require a warranty replacement.
For example, if a reverse osmosis system cannot be successfully reset through phone troubleshooting and the customer ships the unit to Shell Water Systems, our technicians may be able to reset and test the system successfully upon receipt. In this situation, the customer remains responsible for both the cost of shipping the unit to Shell Water Systems and the cost of return shipping.
Warranty Claims
Shipping a product to Shell Water Systems does not automatically mean the product is defective or qualifies for warranty replacement. The equipment must first be inspected and tested to determine the cause of the issue and whether the applicable warranty covers it.
If inspection determines that the equipment is functioning properly, requires only a reset or adjustment, or that the issue is not covered under warranty, all shipping costs remain the customer’s responsibility.
Packaging & Shipping
Customers are responsible for properly and securely packaging equipment being shipped to Shell Water Systems. Shell Water Systems is not responsible for damage caused by inadequate packaging or damage occurring during shipment to our facility.
Please do not ship equipment to Shell Water Systems without first contacting our Technical Support team and receiving authorization and shipping instructions.
By sending equipment to Shell Water Systems for inspection or service, the customer acknowledges and agrees to this Product Service & Ship-In Policy.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:
- By email: returns@shellwatersystems.com
- By phone number: 866-301-3954
- Address: 6060 Azle Ave Ste 700-289 Lake Worth, Texas 76135
