Refund policy
Cancellation, Return and Refund Policy
This policy applies to purchases from The Backflow Depot, whether made online at shop.thebackflowdepot.com, by phone, or at our counter in Rocklin, CA. Questions? Call us at 916-251-7071 or email sales@thebackflowdepot.com.
Cancellations
You can cancel an order at no charge any time before it ships. Call us at 916-251-7071 or email sales@thebackflowdepot.com with your order number as soon as possible; once an order has shipped it is handled as a return under the terms below. Custom and built-to-order items (custom enclosures and cages, assemblies built to length, special orders from the manufacturer) cannot be cancelled once production or ordering has started, and payment for those items is not refundable.
Returns
We have a 30-day return policy. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All returns must be approved in advance. To request approval, submit our return form or call our office at 916-251-7071. Items sent back without an approved return will not be accepted.
Some items are not returnable, such as custom enclosures or cages and backflow assemblies built to length. You are responsible for the accuracy of the dimensions you provide. Parts that have been installed are not returnable.
If you have an issue with a backflow assembly that you have installed, please contact us at 916-251-7071 before removing or returning it so we can help troubleshoot. Most failures or leaks on a newly installed backflow assembly are the result of the installation (for example, debris in the line), are easily corrected in the field, and are not a warranty issue.
Restocking fees apply: a minimum of 15% on standard items, and possibly more depending on the condition of the item being returned. Some items that ultimately go back to the manufacturer can carry a restocking fee of up to 30%. Refunds are only issued after close inspection confirms the parts are in resalable condition (at the manufacturer, where applicable) and can take up to 45 days.
Shipping fees are not refundable, and return shipping is your responsibility.
If a shipment is delayed by weather or another carrier issue and is not received by the expected date, we will not refund shipping, as these things are outside our control. We will do everything we can to locate the shipment and get it to you. If the carrier loses it, we will refund the shipping or ship replacement parts at no cost.
Items returned to The Backflow Depot will be inspected and you will be notified of the approval or rejection of your refund request. Approved refunds are in most cases credited back to your original payment method the day the return is received and inspected.
To complete your return, we require a receipt or proof of purchase.
If you have any questions or concerns about a possible refund, please contact us at 916-251-7071 or sales@thebackflowdepot.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, submit our return form or email sales@thebackflowdepot.com for further instructions.
Shipping
Once your return is approved, mail your product to:
The Backflow Depot
Attn: Returns
4487 Pacific Street, Unit E
Rocklin, CA 95677
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for an exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.