Return Material Authorization (RMA) Policy

Product returned to AXEON for any reason must have an AXEON issued Return Material Authorization (RMA) number. Warranty returns may require proof of purchase (invoice number and date).

  • An RMA is valid for 30 days from issuance and product must arrive at AXEON within that validity period. After the 30-day period, AXEON requires the buyer to acquire a new RMA number.
  • All product must be shipped freight prepaid.
  • The RMA number must be clearly visible on the outside of the package. A packing list must be included clearly showing the RMA number, part number, quantity and reason for return.
AXEON CANNOT BE HELD RESPONSIBLE FOR ANY PRODUCT RETURNED WITHOUT AN RMA NUMBER AND ANY SUCH PRODUCT MAY BE REFUSED AND RETURNED AT THE CUSTOMER'S EXPENSE.

An RMA number is issued in good faith based upon customer's representation of the product quantity, condition, age and reason for return. All returned product will be inspected by AXEON. If the product is found to be other than that originally represented, the shipment will be returned at the customer's expense.

An RMA may be requested by contacting AXEON Customer Service via email: sales@axeonwater.com, telephone: (800) 320-4074, or filling out the online form.


  1. Returns
  2. The buyer shall inspect all goods immediately upon delivery to the destination stated in the agreement and shall provide written notice to AXEON within ten (10) days, at its principal place of business, of any claim that the goods do not conform to the terms of the agreement.

    Special or custom ordered items are non-returnable.

    Exclusions - The following unused products are not returnable:
    • Obsolete products
    • Discontinued products

  3. Warranty Returns
  4. Product under warranty must have an RMA number and be returned to AXEON freight prepaid. Freight collect returns will not be accepted. If the product is determined to be covered under warranty, the product will be repaired, replaced or a credit will be issued at AXEON's option under AXEON's warranty terms. Returns determined to be replaced or repaired will be returned to the purchaser prepaid by surface freight. All merchandise returned for credit, other than warranty claims, may be subject to a restocking charge. If the return of any good is made necessary through some fault of the seller, full credit including transportation cost will be allowed.


  5. Incorrect Shipments and Product Received
  6. For short shipments or incorrectly supplied product, discrepancies must be reported within ten (10) days of receipt. For short shipments, a debit memo should be issued to AXEON. AXEON will then issue a credit memo, ship the missing product freight prepaid, and issue an invoice.

    For incorrectly supplied product, all returns require an RMA number and must be returned freight prepaid. A debit memo should be issued to AXEON for the freight. If the product is determined to have been returned for cause, AXEON will issue a credit for the product and the prepaid return freight. If a replacement is required, AXEON will ship freight prepaid and invoice for the new product.


  7. General Terms for Credit Returns
  8. Product requested to be returned for exchange or credit will only be considered if the product is unused, in current standard catalog stock of the latest design and is in sellable condition.

    AXEON reserves the right to reject any return request. If accepted, the return will be under the terms specified herein.

    1. Incorrectly Ordered Product Returned for Credit
    2. Approved product returned for credit requires an RMA number and must be returned freight prepaid within thirty (30) days of purchase. Proof of purchase (copy of invoice) is required.

    3. Credit Memos
    4. Where required, AXEON will issue a credit memo for the returned or exchanged product less any applicable restocking or removal charges. The credit memo will be issued only after receipt and inspection of product.

      DEDUCTIONS FROM PAYMENTS SHOULD NOT BE MADE UNTIL A CREDIT MEMO
      FROM AXEON HAS BEEN RECEIVED.
  9. Restocking Charges
  10. A minimum restocking charge of 20% may be applied. Orders shipped incorrectly are not subject to restocking charges and correct items will be shipped prepaid by surface freight. All other returns are subject to a restocking charge. Goods must be in the original packaging/container, unused, in current standard catalog stock of the latest design and in sellable condition to be considered for restocking.


  11. Safety and Handling Requirements
  12. For the safety of our employees, as well as to meet government regulations, AXEON requires the following information to accompany returned products that have been installed.

    • MSDS (if available)
    • Signed decontamination documentation

    If these items do not accompany the return, the product will not be inspected and the RMA will not be completed. AXEON cannot be held responsible for any returned product that has not been decontaminated by the customer. Any such items may be refused or returned at the customer's expense.