Multipure Return & Refund Policy

Multipure Products Eligible for Return/Refund

  • The following items may be returned within 90 days from the date of purchase:
    • Multipure Drinking Water Systems: Aqualuxe, Aquapremier, Aquaperform, Aquaversa
    • Multipure Bath & Garden Products: Aquasource, Aquashower, Aquasplash, Aquagrow
  • The following items may be returned within 30 days from the date of purchase:
    • Multipure Water Emergency Treatment (WET) System IF unopened
    • Multipure Parts and Accessories, including, but not limited to: faucets, hose and diverter valve, replacement parts, replacement filters, and sales aids (only if unopened)
    • Multipure Builder Registration (including Starter Kit Tools).

Damaged or Missing Items

  • Please inspect your order as soon as it arrives.
  • If your item is damaged or marked delivered but not received, you must contact us within 7 days to properly investigate your order/delivery.
  • Please call customer care at 702.360.8880 or send email to customercare@multipure.com. Send photo(s) of any damage and photo of the SKU label on package.
  • If your do not contact us within 7 days, we will not be responsible for any lost, stolen, missing, or damaged item(s).

Return Process

  • Customer must submit a Return or Refund request within 90 of delivery date of the product(s).
    • Return or Refund requests made after this 90 day period will be subject to restocking and processing fees.
  • To request a return, contact Multipure Customer Service by phone at 702.360.8880; request a Return Authorization Number and note this on the original packing slip or on a piece of paper to include with the returned item(s).
  • The customer may request a product exchange for the returned item or a refund on the returned item.
  • The item(s) to be returned must include the product and any included parts and accessories.
    • Any promotional items received with the product purchase must be returned at the same time as the purchased items.
  • The original packing slip should be included with the return; if the packing slip is not available, include the Return Authorization Number on a paper to be included with the return and/or the shipping box.
  • Ship all returns to: Multipure Headquarters - 7251 Cathedral Rock Drive, Las Vegas, NV 89128
  • NOTE: Multipure recommends that you insure any return shipments.
  • The customer is responsible for any return shipping fees. 

Refund Process

    • Customer must submit a Return or Refund request within 90 of delivery date of the product(s).
      • Return or Refund requests made after this 90 day period will be subject to restocking and processing fees.
    • Upon receipt of the returned item(s), Multipure will inspect the item(s) and take note of all the items included and their condition.
      • If the returned package is incomplete, Multipure will first attempt to contact the customer to send out any missing parts for the return. This includes any promotional items received with the product purchase. 
      • If the promotional item is not returned, the full retail price of the item will be deducted from return.
      • If any part is missing from return (including missing parts from unit and/or kits), the full value of the part cost will be deducted from the return.
      • Items must be shipped back within 15 days of return authorization approval. Customer is responsible for any shipping charges.
      • Items returned after 15 days of the return authorization will be subject to a 25% restocking fee plus any shipping charges.
      • Product must be undamaged and in original packaging.
      • If the missing parts cannot be returned, the cost for missing parts or promotional items will be deducted from the refund amount.
      • If returned items are determined to be damaged by the customer, the cost of damaged items will be deducted from the refund amount.
      • If returned items are determined to be damaged in shipping, the cost of damaged items will not be held against the customer refund.
  • Once the return package has been inventoried, a refund will be issued either to:
    • The credit card used for the purchase, or
    • A refund check mailed out to the customer if purchased by other means.
  • The refund amount is equal to the purchase cost of the returned products, less the cost of any missing or damaged items. Shipping charges are not refunded (this includes deducting a shipping fee for units (min $25) and filters (min $15) that shipped out for free).
  • The refund process can take up to two weeks to process and issue the refund. If a credit card refund is issued, the specific credit card company may take additional time to finalize the refund.

Multipure Warranty

Drinking Water Systems: Lifetime Warranty on Stainless Steel Housing and Pressure Vessel
Your Multipure Drinking Water System is designed to last a lifetime. To help ensure this, we offer a lifetime warranty on the stainless steel housing or, on the Aqualuxe, the stainless steel pressure vessel.1

Note: Housing warranty pertains to the function of the housing not the appearance. Stainless steel can stain but it will not affect the performance or function of the Drinking Water System.

Aquasource Whole House System: Lifetime Warranty on Stainless Steel Housing
Multipure's Aquasource is designed to provide a lifetime of home water protection. To that end, we offer a lifetime warranty on the stainless steel housing of the Aquasource.2

Watts Premier Reverse Osmosis System: 1-Year Warranty Covered by the Manufacturer
The Watts Reverse Osmosis System is warranted against defects in materials or manufacture for one year at the discretion of the manufacturer, Watts Water Technologies.

Aqualuxe Electronics and Outer Housing Shell: 60-Month Warranty
The electronic components and ABS outer housing shell of the Aqualuxe are warranted for 60 months, and will be repaired or replaced at NO CHARGE within this time period.

Parts, Accessories, and Bath and Garden Products: 12-Month Warranty
The products that fall under this category are warranted for 12 months, and will be repaired or replaced at NO CHARGE within this time period.

  • Aquashower
  • Aquasplash
  • Aquagrow
  • Hoses and diverter valves
  • Faucets
  • Miscellaneous drinking water system parts

Replacement Filters: 30-Day Warranty
Replacement filter cartridges are warranted for 30 days, and will be replaced at NO CHARGE within this time period.

NOTES:

  • The Water Emergency Treatment System and Multipure Sales Aids are not warranted for repair or replacement.
  • The Customer is responsible for any postage required to return a product for refund or warranty replacement.
  • Any item returned without prior authorization and a valid return authorization number will not be able to be processed.
  • Refunds will be issued for product only and will not include reimbursement of shipping fees
  • We will deduct a shipping fee for units and filters that shipped out for free from returns.
  1. The lifetime warranty is valid only if the system has been properly maintained and the filter has been replaced with a genuine Multipure replacement filter at least once a year.
  2. The lifetime warranty is valid only if the system has been properly maintained and the set of genuine Multipure replacement filters have been replaced at least once a year.

 

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