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Your part in the Warranty Process

When a customer has a complaint, you'll find responses here

How to buy, how we ship, process orders, and Company Account details

Pro Tip. Use Spec a Job to attach the customer’s water profile to your ticket. Customers may contact you first or us first. If your customer bought their system through you and you installed it, we really need the manufacturer's warranty card to be f

<div class="admonition tip" data-icon="&#x1F4A1;">Pro TipUse <code>Spec a Job</code> to attach the customer&#x2019;s water profile to your ticket.</div>Customers may contact you first or us first. If your customer bought their system through you and you installed it, we really need the manufacturer&apos;s warranty card to be filled out and returned online or via mail. When we have this, we can quickly lookup water quality, which products they have and answer questions effectively and keep them out of your hair.For luminor stuffIf you resell luminor, the sale or install date sets the beginning of the warranty period. If there&apos;s a potential claim for UV parts/systems, your customer or you will need to provide this info to Cascadian. We&apos;ll then collect this and send to Luminor. Typically a decision is made within a day and we can ship replacement parts that very day if approved.For Cascadian StuffIf there&apos;s damage during shipment, we typically make it right even though our policy states different. CASCADIAN WATER RESELLER RETURN POLICY This Reseller Return Policy (&#x201C;Return Policy&#x201D;) applies only to those Persons who have entered a Reseller Agreement (&#x201C;Reseller Agreement&#x201D;) with Cascadian Water (&#x201C;Supplier&#x201D;). &#xA0;Consumers who have purchased Cascadian products directly from Supplier should refer to the Consumer Return Policy for guidance on their rights, time limits, &#xA0;and procedures for returning products purchased from Cascadian. &#xA0;Supplier reserves the right to amend or modify this Return Policy at any time without notice. 1. Return of Products Manufactured by Supplier. &#xA0;Products manufactured by and purchased from Supplier &#xA0;(&#x201C;Products&#x201D;) by the original resell purchaser (&#x201C;Reseller&#x201D;) and which are not Nonconforming Goods, Excess Goods, or Defective Goods (as those terms are defined in the Reseller Agreement) may be returned only according to the terms of this Return Policy. (a) Unused Products Not Sold to an End User. &#xA0;If the Products are unused and have not been sold to an End User (as defined in the Reseller Agreement), then within 60 days of Reseller&#x2019;s purchase of the Product, Reseller may return the Product to Supplier in its original packaging. &#xA0;If the Product is part or all of a Cascadian Next Generation Water Treatment Salt Free Water Softener and Filter System (&#x201C;System&#x201D;), then Reseller must return the entire System. &#xA0;Returns of partial Systems are not allowed. &#xA0;(b) Unused Products Previously Sold to an End User. &#xA0;If &#xA0;(i) the Products are unused but have been previously sold to an End User and returned to Reseller by that End User, and, (ii) if within 60 days of the End User&#x2019;s original purchase from Reseller, Reseller notifies Supplier in writing of the pending return, then Reseller may return the Product to Supplier, together with proof of the original sale of the Product to the End User, provided that Supplier receives the returned Product and evidence of sale within ten (10) days after the expiration of the 60 day period. &#xA0;(c) Used Products. &#xA0;Products used by an End User and returned to Reseller may be returned to Supplier only as follows: (i) If a used System is returned to the Reseller by the End User within 60 days of the End User&#x2019;s purchase of the System, together with a true and complete copy &#xA0;of the End User&#x2019;s water bill if the End User is on a municipal water system, or a true and complete copy of the End User&#x2019;s water test dated prior to the End User&#x2019;s purchase of the System, if the End User is on a well (the &#x201C;Water Data&#x201D;); and (ii) &#xA0;Reseller notifies Supplier in writing within the 60-day period of the return and e-mails to Supplier the Water Data provided by the End User; and (iii) &#xA0; Supplier determines, based on the Water Data submitted, that that the End User&#x2019;s water is within the System&#x2019;s operating conditions which Supplier has set out on its Website, then Reseller may return the complete System to Supplier. O3 -- Reseller Return Policy 20210618 1 (d) Eligible Return. &#xA0;A Product that qualifies for return under 1 (a) &#x2013; (c) hereof is referred to herein as an &#x201C;Eligible Return.&#x201D; 2. Return of Products Manufactured by Others. &#xA0;Goods manufactured by persons (&#x201C;Other Manufacturer&#x201D;) other than Supplier (&#x201C;Other Manufacturer&#x2019;s Products&#x201D;) &#xA0;and purchased from Supplier by Reseller may be returned only according to the Other Manufacturer&#x2019;s return policy, if any. &#xA0;If an applicable return policy exists for the Other Manufacturer&#x2019;s Products, then Supplier will work with Reseller to facilitate a return to the Other Manufacturer, but Supplier shall have no liability to Reseller for any failure of a return to the Other Manufacturer, the failure of the Other Manufacturer to accept a return, the failure of the Other Manufacturer to refund the purchase price for the Other Manufacturer&#x2019;s Goods, in whole or in part, for any shipping, handling, insurance or other costs of return, or otherwise. 3. Costs of Return for Eligible Returns. &#xA0;Reseller is responsible for paying all shipping, handling, insurance, and other charges incurred in physically returning an Eligible Return to Supplier. &#xA0;Reseller bears all risk of loss until the Eligible Return is delivered to Supplier at the address set forth below for returns. 4. Exclusions from Return. &#xA0;This Return Policy does not apply to and Supplier will not accept returns or provide refunds of any amount for the following, for which all sales are final and the goods not returnable: (a) Any Product not identified as a System on Supplier&#x2019;s website product pages. (b) Any System if Supplier determines, based on the Water Data submitted, that the End User&#x2019;s water is outside the System&#x2019;s operating conditions that Supplier has set out on its Website. &#xA0;(c) Cartridge filters or any other constituent parts of the purchased System. &#xA0;The full System must be returned to receive a refund. (d) Any Product sold by Supplier other than a complete System. &#xA0;The Return Policy does not apply to any other Product sold by Supplier, whether manufactured by us or another manufacturer. (e) &#xA0;This Return Policy does not apply to any Product which is claimed to be Nonconforming Goods, Excess Goods, or Defective Goods (as those terms are defined in the Reseller Agreement). &#xA0;Returns for Nonconforming or Excess Goods should be made pursuant to Section 9.04 of the Reseller Agreement and returns for Defective Goods should be made under in compliance with the warranty provisions of Section 17.04 of the Reseller Agreement. 5. Refund Policy. &#xA0;Supplier will refund the Price (as defined in the Reseller Agreement) of any Eligible Return made in compliance &#xA0;with this Return Policy to Reseller (not to an End User), less the original shipping and handling costs and less a restocking fee of 25% of the original Price. &#xA0;(The restocking fee will not be charged for Eligible Returns from End Users located in Hawaii.). &#xA0;Supplier will process refunds within approximately five Business Days (as defined in the Reseller Agreement) through crediting Reseller through the same method used by Reseller to purchase the Product. 6. Refunds to End User. &#xA0;Reseller is solely responsible to make any applicable or required refund to an End User. &#xA0;Supplier shall have no liability of any nature whatsoever under this Return Policy to any End User.&#xA0;

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