What Is the Crystal Quest Return Policy?

Crystal Quest products are carefully inspected and securely packaged prior to shipment. Because many of our products are professional-grade water treatment systems, returns are limited and subject to specific conditions to ensure product integrity, safety, and performance.

If a return is necessary, the product must meet all eligibility requirements and receive prior approval from Crystal Quest.

Discretionary Exceptions

In limited and exceptional circumstances, Crystal Quest may, at its sole discretion, review requests that do not fully meet the standard return requirements. Any such consideration is evaluated case by case, does not establish precedent, and does not guarantee approval.

Return Eligibility

Returns for Refund (When Applicable)

A return for refund may be accepted only if all of the following conditions are met:

The product is new, unused, clean, and uninstalled
The product is returned in its original packaging
All components, parts, and accessories are included
The return request is made within 30 days of delivery
A Return Merchandise Authorization (RMA) has been issued prior to return

Refunds will not be issued for products that show signs of use, installation, damage, alteration, abuse, or missing components, unless determined otherwise according to Crystal Quest's discretionary exceptions.

Returns for Exchange (When Applicable)

Exchanges may be approved in limited circumstances, including:

Verified defective products
System upgrades
Situations where Crystal Quest is actively working with the customer to determine the correct filtration solution

Exchanges may be denied or adjusted if the product shows evidence of use, damage, improper installation, or misuse.

Items That Are Not Returnable

Returns (refunds or exchanges) are not permitted for the following:

Custom-ordered or special-order products
Reverse osmosis (RO) systems
Filter cartridges and membranes (for safety and tampering reasons)
Commercial or industrial products (considered special order)
International orders (all international sales are final)
Products from other manufacturers or brands

Time Limits

All return requests must be submitted within 30 days of delivery
Once an RMA is issued, the product must be shipped back within the timeframe provided
Returns received outside these timeframes may be refused

Return Merchandise Authorization (RMA) Requirement

All returns must have an approved RMA before being shipped back.

To obtain an RMA, customers must provide:

Proof of purchase
Customer name, address, and phone number
Reason for return

Returns sent without an RMA may be refused or returned to the sender.

Shipping Costs, Fees, and Refunds

Shipping Costs

Customers are responsible for all shipping costs, including return shipping
Original shipping and handling charges are non-refundable

Restocking Fees

Approved refund returns may be subject to a 30% restocking fee, following inspection and approval by Crystal Quest

Refund Method

Refunds are issued to the original payment method
Store credit may be issued only when approved
Credit card processing fees and shipping charges may be deducted from the refund amount where applicable

Shipping Damage, Lost, or Stolen Packages

Once an order has shipped, delivery is handled by the carrier.

Important notes:

Visible or concealed shipping damage must be reported immediately, preferably the same day of delivery and within the carrier’s claim window
Customers may be required to file a claim directly with the carrier
Crystal Quest is not responsible for packages that are lost, stolen, delayed, or marked as delivered by the carrier
Customers may choose Signature Required delivery or additional insurance at checkout for added security

Professional Installation Requirement

Many Crystal Quest products are designed for professional installation.

Return, refund, or warranty claims may be denied if a product is:

Improperly installed
Installed by an unqualified individual
Damaged due to misuse, overpressure, improper water conditions, or installation error

How to Request a Return

To request a return or exchange:

Contact Crystal Quest Support
Provide your order number and reason for return
Wait for RMA approval and return instructions
Ship the product according to the provided guidelines

All returned products are inspected upon receipt before any refund or exchange is issued.

Final Notes

All returns, refunds, and exchanges are subject to final approval by Crystal Quest
Refunds are limited to the purchase price of the product only
Crystal Quest does not reimburse installation, plumbing, labor, or related service costs