Crystal Quest Refund Policy

Damage to Goods During Shipping

Damage to shipped products may be visible or concealed. Please follow these steps based on the type of damage encountered:

Visible Damage at Delivery:

  • Inspect your shipment thoroughly upon arrival. If you identify any damage, please do not accept the delivery. Instead, ask the driver to wait while you examine the merchandise.
  • If you detect damage, reject the shipment to expedite the replacement process. This will avoid return shipping costs, which remain the responsibility of the purchaser.
  • Immediately file a damage claim with the carrier on the day of delivery, and take photos if possible. Email these, along with the details, to shipping@crystalquest.com for prompt assistance.
Damage Detected After Delivery:
  • If the delivery driver has departed, contact the carrier that day to file a claim. Then, email shipping@crystalquest.com with photos of the damage. The carrier may require that the goods be returned for inspection, sometimes at the customer’s expense. All shipping fees are the responsibility of the customer.
Concealed Damage:
  • For damage discovered after unpacking or installation, contact the carrier immediately to file a concealed damage claim, as some carriers require claims within 48 hours of delivery. Notify shipping@crystalquest.com within this timeframe to initiate a replacement, pending inspection.

Return, Exchange, and Refund Policy

We recommend selecting water filtration products carefully to match your specific needs, as returns are only accepted under certain conditions. Please read the following before requesting a return:

Returns for Refund:

  • Refunds are only available for unused, undamaged items in original packaging and require proof of purchase. Used, dirty, or damaged items are not eligible.
  • Return shipping fees are the customer's responsibility and will not be refunded. Additionally, a 30% restocking fee applies to eligible refunds, which are only issued within 30 days of delivery. Refunds for items purchased by credit card will be credited back to the same card minus any processing fees.
Exchanges:
  • Exchanges are accepted only for defective items or if Crystal Quest is working with the customer on product selection. Items must be unused and undamaged. All exchanges must occur within 30 days of delivery.

Return Merchandise Authorization (RMA):

  • All returns or exchanges require an RMA number. Please email shipping@crystalquest.com to obtain an RMA, which must be included in the return package along with your contact information and reason for return.

Non-Returnable Items:

  • Custom orders, special orders, reverse osmosis systems, filter cartridges, and membranes are non-returnable for health and safety reasons. International orders are also non-refundable. Returns are only accepted for products purchased directly from Think Water Store.

Warranty Requirements:

  • Many Crystal Quest products are protected by a Manufacturer’s Limited Warranty if installed by a licensed plumber. Damage due to improper installation, misuse, or operating conditions voids the warranty and eligibility for refunds.

    Note on Price Changes and Product Availability:
    Crystal Quest reserves the right to adjust prices without prior notice. If an item is unavailable, a full refund may be issued.


    If you have questions about returns, exchanges, or our warranty policy, please contact our Customer Service team at 561-266-4480 or info@thinkwaterstore.com.