Refund & Cancellation Policy

Effective Date: 4/10/2025

At OtterWaterCo, all of our systems are custom-matched to your home’s water quality and installed by licensed professionals. Because of this, we have a clear and firm refund policy to ensure fairness and transparency.

1. Before Installation

If you choose to cancel before your scheduled installation:

Full Refund: If your system has not yet shipped or been delivered to our warehouse.
Partial Refund: If the system has already been ordered or staged for delivery. A restocking fee may apply, depending on the supplier's return policy.

You must notify us at least 48 hours in advance of your scheduled appointment to qualify for any refund.

2. After Installation

Once your water treatment system is installed:

All sales are final.
No refunds will be issued for installed equipment unless there is a manufacturer defect or installation error covered under warranty.

This is because every system is:

Custom-built or matched for your home’s plumbing
Installed with time, labor, and materials that cannot be recovered
Activated and pressurized, making resale or reuse impossible

3. Return of Standalone Products (e.g., Filters, RO Systems)

If we provide any equipment not yet installed, such as:

Extra RO faucets
Unused filters
Accessories

…you may return these items within 14 days in original packaging for a full refund (less shipping). Returns must be approved by our team in advance.

4. How to Request a Refund

Please contact us directly: 📞 804-205-4505
📧 charliehodge@otterwaterco.com

We will review each situation individually and issue any eligible refunds within 7–10 business days.

5. Chargebacks & Disputes