Customer Service, Replacement Filter Orders, Return Policy, Privacy Policy, Warranty, Help
Orders -
All orders are by phone during business hours. I review your water report with you while you are also looking at it. In this way we can assure that you are achieving your goals for treatment and health.
There are two exceptions. You may purchase the Ultimate Guide or How To Treat Your Well with Hydrogen Peroxide both online.
Returns -
Whole House Water Filters – these are custom made to your specification and therefore cannot be returned. Be sure you want it before you order.
Kitchen Filters – these are designed by Sweetwater and also custom but they can be returned within 30 days if unused and in the original packaging. A Return Authorization is required for return or the product will be lost at the factory. A refund cannot be granted if the product is lost.
All returns will be subject to inspection on arrival at the factory and charged a 25% restocking fee.
Online purchases are not refundable.
There are no exceptions to these policies.
Damaged in Transit –
Products damaged in transit by the carrier must be reported within three days of receipt. This is standard policy set by Fed Ex, UPS, and other carriers.
Customers who purchase whole house water filters shipped on a pallet are sent specific instructions for accepting delivery. These instructions are mentioned at the time of sale and must be followed. Damaged items must be rejected by the customer per the instructions provided.
The customer is liable for inspecting systems on arrival as specified in the packet you will receive by mail. This policy is hereby incorporated into the sales agreement.
Items damaged in shipment will be replaced at no cost, however, the customer must file a claim with the carrier that did the damage.
Filter Orders –
All filter orders are by phone. While many customers have the same filters that is not always the case. Therefore to be certain you are obtaining the correct filters you call to order them.
Filters cannot be returned.
Warranty Issues -
If you have a warranty issue you contact Sweetwater, LLC, NOT the factory.
Sweetwater, LLC warrants to the original purchaser of its products in accordance with the manufacturer’s warranties, as follows: Kitchen systems for one year, whole house systems for five years on tank and valve (Pentek does not warrant the moving parts on its valves), whole house pre-filters for one year, all from date of purchase. Media is not warrantied. Sweetwater warrants its products these to be free from defects in material and workmanship for these time periods. Sweetwater will replace any part of the product which in our opinion is defective, provided that the product has not been abused, misused, altered, or damaged after purchase. This includes damage due to the use of tools, harsh chemicals, or water failures that contaminate the product. In the event an item has been discontinued we will replace it with what we deem to be its replacement. Sweetwater is not responsible for labor charges, installation, or other consequential cost. Sweetwater’s responsibility shall not exceed the original purchase price of the product, nor is Sweetwater responsible for damage done due to improper installation. Lack of a home water pressure regulator voids this warranty. This warranty gives you specific legal rights.
Installation Assistance -
I am happy to assist over the phone with installations but this must be scheduled in advance. If it is not scheduled in advance then there is no guarantee I will be available to assist. This is not too much to ask as I am not at my desk every minute of every day. If you do not schedule in advance and your plumber calls for help I will help if I am available.
Help -
For help, always call during business hours
Privacy Policy -
Sweetwater will never share contact information provided by customers with anyone.
Business phone and business hours –
Sweetwater LLC is open Monday thru Friday from 9 AM to 5 PM Mountain time.
Phone numbers are:
970-259-2171 or 866-691-4214
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