Return Policy

NU Aqua Systems Return Policy & Guidlines

return policy

Return Eligibility

We want you to be fully satisfied with your purchase. If you need to return a product, please follow these steps:

How to Start a Return

  • Contact our support team at 1-888-621-0460 or support@nuaquasystems.com to request a Return Merchandise Authorization (RMA) number.
  • Once approved, return instructions will be provided.
  • A prepaid return shipping label will be provided for one (1) qualifying item covered under the NU Aqua 120-Day Love Your Water Guarantee. (Note: Return shipping is covered only for the first qualifying item. )
  • For additional items, return shipping is the customer’s responsibility.
  • All approved returns must be shipped within 14 days of RMA approval. (Note: Returns not shipped within this timeframe may be canceled)

Product Conditions

  • To qualify for a return, products must be securely packaged in the original packaging to prevent damage during transit.
  • Returned products must include all parts, accessories, and documentation.
  • Products that have been altered, modified, or damaged are not eligible.
  • Individual parts from bundled systems (e.g., a faucet included with an RO system) cannot be returned separately.
  • Replacement filters (used) are excluded from the 120-Day Love Your Water Guarantee and not eligible for 120-day returns.
  • Used replacement filters are not eligible for return or refund under any return window.
  • Clearance or final-sale items are non-refundable.
  • The guarantee applies only to select NU Aqua products — please contact support for details.

Processing Time

Please allow 1–2 weeks for your return or refund to be processed after we receive and inspect your returned item(s).

Restocking Fee Policy

  • A 15% restocking fee applies only when more than one item is returned.
  • This fee applies to each additional item beyond the highest-value item covered under the guarantee.
  • The restocking fee does not apply to the single qualifying product returned under the 120-Day Guarantee.
  • Customers may choose store credit to waive the restocking fee.

What if my system arrives damaged or defective?

If your product arrives damaged or defective, please contact us within 14 days of receipt for a replacement or refund (at NU Aqua’s discretion).

We encourage you to inspect your order promptly after delivery so any issues can be resolved quickly.

You may be asked to provide photos of the packaging and photos of the damaged product.

NU Aqua will file damage claims directly with the carrier (FedEx, UPS, or USPS). While we aim to resolve issues immediately, some situations may require carrier investigation before a replacement or refund can be issued.

120 day damaged items
money back guarantee

NU Aqua 120-Day LOVE YOUR WATER GUARANTEE

At NU Aqua Systems, our mission is to provide only the best-in-class water filtration products. We stand behind our systems with the industry’s most comprehensive satisfaction promise — the NU Aqua 120-Day Love Your Water Guarantee.

We guarantee that our products will transform your water into the cleanest, freshest, and most thirst-quenching water you’ve ever tasted. Try your NU Aqua System for a full 120 days — drink it, cook with it, share it with your family, and experience the difference for yourself.

If you don’t absolutely love your water, simply return your system for a 100% refund, and we’ll even cover the return shipping for one qualifying item under the guarantee.

Note: To give your system the proper time to work and for you to experience the results, we ask that you use your NU Aqua System for at least 30 days before requesting a return under the 120-Day Guarantee.

Contact Us

Our team is available to help with your return by phone, email, or live chat to help.

support@nuaquasystems.comCall 1-888-621-0460
See All Terms and Conditions Here

All returns must be called in or emailed in advance. Please call 1-888-621-0460 or email us at support@nuaquasystems.com for a Return Merchandise Authorization number (RMA) for shipping the product(s) back to us.

Return shipping and insurance charges are the responsibility of the customer. 

Any merchandise returned without a RMA or any merchandise returned freight collect is subject to being refused.

  • Please check the box for any physical damage before signing or receiving the package. Notify the Fedex driver at the time of delivery if you notice any physical damage to the box. Products with damage delivered by Fedex, UPS, or USPS shall be reported to the courier company and claim filed accordingly with the courier company. 
  • Return shipping and insurance charges are the customer's responsibility.
  • The Shipping, Handling and Insurance Fees paid by the buyer are NOT included in the return credit issued. 
  • Please allow 1-2 week turnaround time for your return to be processed. 
  • If your product arrives damaged or defective or is found to be defective within the first 5 days of normal use, a replacement or refund will be given at the discretion of NU Aqua Systems. 
  • Returns are not accepted on products that have been altered. 
  • All returns must be called in or emailed in advance and given a Return Authorization Number (RMA #). Only items originally purchased within 30 Days from the date of delivery will be considered for return 
  • Return Authorization Number(RMA #) is required before any replacement claim will be accepted. 
  • All returned merchandise must be in its original carton or packaging with all accessories and parts included. 
  • All returned merchandise is subject to a 15% restocking fee, this includes the processing fee. 
  • Clearance items are FINAL SALE ITEMS, no refunds allowed.

Should you have any questions or concerns about our shipping policy, please contact us.