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Refunds and Returns

Last Updated: August 17, 2026

CastleGuard Water Systems is committed to providing quality water treatment products and responsive customer support. This Refund & Return Policy explains the conditions under which orders may be canceled, returned, exchanged, or refunded.

By placing an order with CastleGuard Water Systems, you agree to the terms outlined below.

1. General Returns

CastleGuard Water Systems accepts eligible returns within ninety (90) days of the original purchase date.

To qualify for a return:

  • The item must be unused and uninstalled.

  • The item must be returned in its original packaging.

  • The product must be free from damage, alteration, or signs of use.

  • The return must be approved by CastleGuard Water Systems before a refund is issued.

CastleGuard Water Systems reserves the right to deny any return that does not meet these requirements.

Non-Refundable Costs

Unless otherwise stated in this policy:

  • Original shipping charges are non-refundable.

  • Return shipping costs are the responsibility of the customer.

  • Taxes, duties, brokerage fees, import fees, and shipping charges are non-refundable where applicable.

  • Installation, labor, removal, plumbing, and other related costs are not refundable.

Approved refunds are generally processed within 7–10 business days following receipt, inspection, and approval of the returned product.

Please note that after CastleGuard issues a refund, additional time may be required for your bank or credit card issuer to post the credit to your account.

2. Refund Method

Credit and debit card payments are processed through Authorize.net.

Approved refunds for purchases made by credit or debit card will generally be issued back to the original payment method used for the transaction.

CastleGuard Water Systems cannot guarantee how quickly your financial institution will make the refunded funds available after the refund has been submitted.

Refunds will not exceed the amount originally paid for the applicable product or transaction.

3. Restocking Fees

Approved non-defective returns are subject to a minimum 10% restocking fee.

A restocking fee of up to 25% may be applied when a return requires additional handling, inspection, repackaging, or processing, including certain refused shipments.

The applicable restocking fee will be deducted from the amount refunded to the customer.

Restocking fees are assessed at the discretion of CastleGuard Water Systems based on the condition of the product and circumstances of the return.

4. Order Cancellations

Orders may be canceled only before the order enters fulfillment.

For purposes of this policy, fulfillment begins once a shipping label has been created or the order has otherwise been released for processing or shipment.

Once fulfillment has begun:

  • The order cannot be canceled.

  • The order cannot be modified.

  • The shipment cannot be intercepted.

  • The customer must follow the applicable return process after receiving the order.

How to Request a Cancellation

Cancellation requests must be made by phone.

Email cancellation requests are not guaranteed to be received or processed before the order enters fulfillment.

If a cancellation is approved, the refund will generally be processed within 7–10 business days.

5. Price Adjustments

CastleGuard Water Systems does not provide retroactive price adjustments or refunds based on subsequent promotions, discounts, or changes in pricing.

Promotional pricing applies only during the stated promotional period and while supplies last.

6. Refused Deliveries

If a shipment is refused by the customer for reasons not attributable to an error by CastleGuard Water Systems:

  • The customer is responsible for all return shipping charges.

  • Original shipping charges are non-refundable.

  • A restocking fee of up to 25% may apply.

Any eligible refund will be issued only after the product has been returned to CastleGuard Water Systems and inspected.

7. Undeliverable Packages

If an order is returned to CastleGuard Water Systems because it could not be delivered, any approved refund will be reduced by applicable shipping charges, return shipping charges, handling costs, and other applicable fees.

CastleGuard Water Systems is not responsible for delivery failures caused by incorrect, incomplete, or outdated shipping information provided by the customer.

Returned orders are not automatically reshipped. If the customer still wishes to receive the product, a new order must be placed.

Customers should contact CastleGuard Water Systems Customer Service if:

  1. They believe delivery may fail.

  2. They have not received confirmation regarding a returned shipment.

  3. More than three (3) weeks have passed since the estimated delivery date.

Refunds for undeliverable packages are generally processed within 7–10 business days following receipt and inspection of the returned shipment.

8. Damaged or Lost Shipments

Customers must notify CastleGuard Water Systems promptly if an order arrives damaged or is believed to have been lost in transit.

Small-Package Shipments

Claims involving small-package shipments must be submitted within 10 calendar days of delivery.

CastleGuard Water Systems may require:

  • Photographs of the damaged product

  • Photographs of the shipping carton and packaging

  • Shipping labels

  • Documentation regarding the condition of the shipment

  • Other information reasonably necessary to process the claim

Freight Shipments

Freight shipments must be inspected at the time of delivery.

Any visible damage must be noted on the carrier’s delivery receipt before accepting the shipment.

Failure to properly document visible freight damage at the time of delivery may result in denial of the claim.

Claims generally require 5–14 business days to process and may take longer depending on the carrier’s investigation.

Depending on the circumstances, CastleGuard Water Systems may issue a replacement, replacement component, repair solution, or refund after the claim has been investigated and approved.

9. Defective Products

If you believe you received a defective product, please contact CastleGuard Water Systems Customer Service.

For a product confirmed by CastleGuard Water Systems to be defective:

  • CastleGuard will provide an approved return authorization.

  • Return shipping will be covered by CastleGuard Water Systems when a return is required.

  • CastleGuard may provide troubleshooting assistance, replacement components, replacement products, or a refund, depending on the circumstances.

  • Installation, labor, removal, plumbing, property repair, and related costs are not included.

CastleGuard Water Systems reserves the right to inspect and test a returned product before determining whether it qualifies as defective.

10. Product Exchanges

Defective or Damaged Products

Customers requesting an exchange for a defective or damaged product must notify CastleGuard Water Systems within 30 days of delivery.

Once approved:

  • A Return Authorization Code (RAC) will be issued.

  • A prepaid return shipping label may be provided when applicable.

  • The product may be inspected and verified before a replacement is shipped.

Non-Defective Exchanges

CastleGuard Water Systems does not process direct exchanges for non-defective products.

If you want a different product:

  1. Return the original eligible product in accordance with this Refund & Return Policy.

  2. Place a new order for the desired replacement product.

Any refund associated with the original order will be processed separately.

11. 6-Month Satisfaction & Performance Guarantee

CastleGuard Water Systems provides a 6-Month Satisfaction & Performance Guarantee on eligible products.

The purpose of this guarantee is to give CastleGuard an opportunity to evaluate and address legitimate product-performance concerns.

Depending on the circumstances, CastleGuard may provide:

  • Troubleshooting assistance

  • Technical support

  • Replacement parts or components

  • Corrective recommendations

  • Other reasonable solutions determined appropriate by CastleGuard Water Systems

The 6-Month Satisfaction & Performance Guarantee is not an unconditional six-month money-back guarantee.

Installed Systems

Once a water treatment system has been installed, it is generally not eligible for return under the standard 90-day return policy.

An installed system may qualify for warranty or performance assistance if CastleGuard Water Systems determines that the product is defective or otherwise covered by the applicable guarantee or warranty.

Installation, removal, reinstallation, labor, plumbing, water damage, property damage, and related expenses are not included unless expressly agreed to in writing by CastleGuard Water Systems.

12. Well Water System Orders

CastleGuard Water Systems reviews well water system orders to help promote compatibility between the selected equipment and the customer’s reported water conditions.

CastleGuard strongly recommends that customers provide a current water test from a certified laboratory before purchasing a well water treatment system.

If a customer purchases or requests fulfillment of a well water system without providing a valid water test, the customer assumes responsibility for the suitability of the selected system for their water conditions.

A return or refund request based solely on system performance may be denied when:

  • CastleGuard requested or recommended a water test before fulfillment;

  • the customer declined to provide the requested test;

  • the system performs according to its specifications; and

  • the performance issue results from water conditions or contaminants that were not disclosed or tested before purchase.

This section does not limit rights that may otherwise apply to a product CastleGuard confirms is defective.

13. Return Authorization

Customers should contact CastleGuard Water Systems Customer Service before returning any product.

CastleGuard may provide a Return Authorization Code (RAC) or other return instructions.

Packages returned without authorization may be delayed, refused, or returned to the sender.

Customers should retain:

  • Their order number

  • Proof of purchase

  • Return tracking information

  • Shipping receipts

  • Any Return Authorization Code provided by CastleGuard

CastleGuard Water Systems is not responsible for unauthorized returns that are lost or damaged in transit.

14. Refund Processing Time

Once an eligible returned product has been received, inspected, and approved, CastleGuard Water Systems will generally initiate the refund within 7–10 business days.

Approved refunds for payments processed through Authorize.net will generally be returned to the original payment method.

The time required for the refund to appear on the customer’s account after CastleGuard submits it depends on the customer’s bank, credit card issuer, and payment network.

15. Limitation of Refunds

Unless otherwise required by applicable law, CastleGuard Water Systems does not refund:

  • Installation charges

  • Plumbing charges

  • Removal or reinstallation costs

  • Labor

  • Property repair expenses

  • Water damage

  • Lost time

  • Loss of use

  • Consequential or incidental expenses arising from installation, removal, use, or inability to use a product

Any approved product refund will not exceed the amount originally paid by the customer for the applicable product.

16. Contact Us

To request a cancellation, return authorization, refund, or assistance with a defective or damaged product, please contact:

CastleGuard Water Systems

Email: info@castleguardwater.com

Phone: 888-655-7890

Mailing Address:
123 River Road, Port Orange, FL 32254

When contacting us, please include your order number, customer name, product information, and a brief description of the reason for your request.

By completing a purchase from CastleGuard Water Systems, the customer acknowledges and agrees to this Refund & Return Policy.