We insure the HardnessMaster™ with the following Warranty and Satisfaction Guarantee:
This system come with a 100% satisfaction guarantee for 6 months. If you're not completely satisfied with your system, call us within 6 months of delivery, and we'll give you a 100% refund. (See return policy below for details.)
Since our 6-month 100% satisfaction guarantee also includes a performance guarantee, we respectfully require our customers to properly install and use the HardnessMaster™ for at least ninety (90) days before returns may be authorized. This is to ensure customer satisfaction regarding the HardnessMaster™ water conditioning system performance, which often requires considerable descaling (i.e., gradual reduction of existing limescale buildup) from the piping system and water appliances (i.e., water heater, dishwasher, etc.). It is also important to understand that the HardnessMaster™ does not remove beneficial minerals such as calcium and magnesium from your source water, and, it does not address iron related water conditions.
Because of the high-quality materials and workmanship that goes into every water filter or filtration system, we confidently extend the following industry-leading, warranty on these water filtration products:
* 3-Year defect-free warranty on materials and workmanship
WARRANTY SERVICE IS AVAILABLE BY CALLING VITASALUS FOR A WRA NUMBER BEFORE RETURN. NUMBER MUST BE ON THE OUTSIDE OF POSTAGE PREPAID BOX, WITH PROOF OF PURCHASE.
(Note: There are no forms or warranty cards necessary from our customers as warranty registration is automatic and begins on the day our customers receive their product.)
Return of Materials:
No product may be returned directly to Vitasalus/Equinox Products without first contacting a Vitasalus/Equinox Products Customer Service Representative for a Return Merchandise Authorization (RMA) number. If it is determined that the product may be defective, please see the warranty section below for clarification of this issue. RMA number must be labeled on the outside of the shipping box. An unauthorized return, i.e. one for which an RMA number has not been issued, or the RMA number does not appear on the outside of the box, will be returned to you at your expense.
For returns that don't qualify for our 100% satisfaction guarantee due to improper installation, improper use, neglectful damage, and/or problems that are not due to performance issues a restocking fee/charge of 15% will be assessed within 30 days, 30% within 60 days, and no refund/credit after 60 days unless stated otherwise for water filtration units, otherwise, NO EXCEPTIONS. After a RMA has been issued by a Vitasalus/Equinox Products Customer Service Representative, product must be returned freight pre-paid, in original unopened box(s) and in resale condition within 30 days. Any amount below $50.00 will be issued as a store credit.
Customer must call to speak to a technician in regards to any warranty issues. Technician will decide and issue a Warranty Return Authorization (WRA) number if applicable. Technicians will test product and if found to be a warranty issue will repair or replace product. WRA number must be labeled on the outside of the shipping box.
Water/Air Filtration Units Being Returned:
If on a municipal system, large or small, it is your right as a customer to have access to the most recent test results and to expect adherence to federal guidelines, as well as any state or local requirements. Any problems should be reported to the appropriate agencies. Please acquire those municipal test results to become an informed consumer.
If on an individual well, have your water completely and independently tested. Local code may require a simple test for coliform bacteria to approve a well; however you may be unaware of potential problems for you and/or your home. A local water salesman is looking to close a sale and is going to test for hardness minerals and a few simple and obvious issues, which may or may not be contamination problems. Their solution is almost always the same and yet may provide no resolution to any true problems.
Vitasalus/Equinox Products will recommend an overall air and water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. We cannot and will not be responsible for a recommended solution that falls short resulting from lack of information/disclosure by the customer. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not previously disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to positively work with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable options available.
Under no circumstances will Vitasalus/Equinox Products financially cover or be responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.
Any problems of water quality, or the fitness of any Vitasalus/Equinox product that is associated with any mechanical, construction, application, installation, and/or environmental issue(s) (ie: flow rates, line pressure, piping materials, broken supply lines, changing water conditions; well or municipal water quality, et. al.), known or unknown, of the home or facility will not be considered by Vitasalus/Equinox until such issue(s) have been resolved. Responsibility for the proper product and/or plumbing specification, application and/or installation of any device manufactured by Vitasalus/Equinox lies with the consumer, their builder contractor, plumbing sub-contractor and any other installer of choice. Items do not specify and/or install themselves. Vitasalus/Equinox has provided many sources to acquire information on the proper application of systems and their installation prior to any purchase. Vitasalus/Equinox manufactures a complete product line of point of use water filtration systems and point of entry filtration, softening and/or conditioning systems and/or applications. Vitasalus/Equinox will stand behind the warranties of materials and workmanship of the product. However, Vitasalus/Equinox does not bear any responsibility for improper applications of product and/or improper installation. It is for this reason that Vitasalus/Equinox provides complete information on all products for your understanding, specification, application and selection, and proper plumbing application and installation. To obtain warranty service support, contact Vitasalus/Equinox technical support, via phone, fax, or email.