Refund policy

Last updated: August 28, 2026

We want the equipment to be right for your café. If something isn't, here is exactly how a return works.

30 days

You have 30 days from the delivery date to request a return, on both filter packs and complete systems.

To start one, email info@livingwatersocal.com or call (805) 790-8001 with your order number. We'll reply with a return authorization and the address to ship to. Returns sent back without a return authorization can't be processed, because we have no way to match an unexpected pallet to an order.

What can come back

Filter packs, membranes and replacement parts can be returned in their original packaging, unused and unopened.

Complete systems can be returned unopened and uninstalled, in their original packaging. Once a system has been unboxed and plumbed in it can't be resold as new, so it is no longer returnable.

If an installed system has a defect, that is a warranty matter rather than a return — call us and we will take care of it. Anything that arrives damaged or is the wrong item is on us; see *Damaged, defective or wrong item* below.

Who pays shipping

You pay return shipping. Original shipping charges are not refunded.

This matters most on the systems: a Cherubim C950 weighs 82 lb and the return leg costs about what the outbound leg did. We'd rather tell you that up front than surprise you with it after the fact.

The exception: if the item is defective, damaged in transit, or not what you ordered, we pay both directions and there is no restocking fee.

Restocking fee

Complete systems carry a 15% restocking fee. Our systems are built to order and configured for your setup, so a returned system has to be inspected, retested and repackaged before it can be sold again. On a $4,295 system that fee is $644.25.

Filter packs, membranes and parts have no restocking fee.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Depending on your bank or card issuer, it can take another 5–10 business days to appear on your statement.

The refund is the item price, less the 15% restocking fee where it applies. Original and return shipping are not refunded.

If a refund hasn't shown up after 15 business days, contact us and we'll chase it with you.

Damaged, defective or wrong item

Inspect your shipment when it arrives. If a box is visibly damaged, note it with the driver if you can, and either way contact us within 5 business days of delivery with photos of the packaging and the item.

We'll send a replacement or a full refund, whichever you prefer, and cover the shipping both ways. There is no restocking fee on a damaged, defective or incorrect item.

Cancelling an order

Systems are built to order, so let us know as early as you can. If you contact us before your order ships, we'll cancel it and refund you in full with no fee. Once it has shipped, it falls under the return terms above.

Exchanges

The fastest way to exchange something is to return the original under this policy and place a new order, so the replacement isn't waiting on the return to land.