Whole House Salt-Free Water Conditioning Systems

Truly Pure Water (“Truly Pure”) offers a Limited Lifetime Warranty on its Whole House Salt-Free Water Conditioning Systems, including models equipped with PFAS (Forever Chemicals) reduction and ultraviolet disinfection. This warranty applies to all current and future models within this system category.

Coverage is extended to the original purchaser and is transferable to a new homeowner if the system remains installed at the original address. Systems must be properly maintained and operated under normal residential conditions. This warranty excludes damage or failures resulting from natural disasters, incorrect installation (including broken fittings due to overtightening), misuse, freezing, system alterations, or acts of God such as lightning, fire, or flooding. Truly Pure reserves the right to cancel coverage if these conditions are violated.

Warranty Registration Requirement

To activate your Truly Pure warranty, you must register your system within 30 days of delivery. Registration must be completed online at:
🔗 https://trulypurewatersystems.com/pages/register-your-warranty

To ensure proper activation, please use the same name and email address that were used when placing the original order. Failure to register within this 30-day window may result in loss of warranty eligibility.

Ultraviolet Disinfection Systems Warranty

Truly Pure’s ultraviolet water treatment systems are covered under the following warranty terms for the original purchaser. The warranty is also transferable if the system remains installed at the original location of use.

• UV Chamber (Stainless Steel): Covered for ten (10) years from the purchase date.
• Electronic Components (Controllers, Power Supplies): Covered for three (3) years from purchase.
• UV Lamps and Quartz Sleeves: Covered for one (1) year from purchase.

Truly Pure may repair or replace, at its discretion, any system or component found to be defective due to materials or manufacturing issues, within the applicable warranty period. This warranty does not cover labor, removal, reinstallation, or freight charges. Truly Pure is not responsible for damage resulting from improper installation, electrical surges, unauthorized parts, or operating conditions outside of specification.

Warranty Limitations

This warranty does not apply to systems operated under the following conditions:

• Water quality outside of these parameters:
• Hardness: > 120 mg/L (7 GPG)
• Iron: > 0.3 mg/L
• Manganese: > 0.05 mg/L
• Tannins: > 0.1 mg/L
• Turbidity: > 1 NTU
• UV Transmittance: < 75%
• Installation not performed in accordance with Truly Pure’s technical guidelines
• Modification or alteration of any system component
• Removal or tampering with the serial number
• Use of non-genuine lamps, sleeves, or system parts
• Damage during shipping or mishandling
• Evidence of water damage inside controllers
• Outdoor installations directly exposed to weather
• Installation in freezing environments
• Operation outside Truly Pure’s published product specifications

5-Stage Reverse Osmosis Drinking Water Systems

Truly Pure’s 5-Stage RO Drinking Water Systems carry a one (1) year Limited Warranty for the original purchaser. This warranty applies to Truly Pure-supplied components and covers defects in materials, workmanship, or factory preparation.

This warranty is limited to parts only. Labor for installation, maintenance, or removal is not included. Filters, membranes, and other consumables are considered wear items and are excluded.

Conditions That Void RO Warranty

This warranty becomes void if the following conditions are not met:

• Use with untreated, unsafe, or microbiologically contaminated water without proper disinfection
• Use with water not meeting the following feed requirements:
• Pressure: 40–80 PSI
• Temperature: 40–100°F
• Chlorine: ≤ 1.0 mg/L
• TDS: < 2,000 mg/L
• pH: 4 to 8
• Turbidity: < 1.0 NTU
• SDI: < 5
• No presence of iron, manganese, or hydrogen sulfide

Water chemistry may change over time or between locations. Truly Pure does not assume responsibility for testing your water or determining appropriate system sizing or compatibility.

Exclusions

This warranty does not apply to damage caused by:

• Improper maintenance or neglect
• Use of incorrect replacement parts
• Misapplication or misuse
• Scaling from hardness, fouling from iron, manganese, hydrogen sulfide, or excessive turbidity
• Membrane failure due to high chlorine exposure
• Freezing, natural disasters, fire, or other uncontrolled events

Limit of Liability

Truly Pure Water will not be responsible for any indirect, incidental, or consequential losses or expenses arising from the use or failure of its products. This includes — but is not limited to — time lost, property damage, loss of revenue, shipping costs, travel, or inconvenience.

Some states do not allow limitations on how long an implied warranty lasts or the exclusion of incidental damages. These limitations may not apply to all customers.

How to Obtain Warranty Service

To request warranty support, contact Truly Pure at (888) 309-2837. You will be asked to provide proof of purchase, installation date, failure date, and system information. If a return is authorized, the item must be sent prepaid to the location specified by our service team.

Transferability

This Limited Warranty may transfer to a new homeowner only if the system remains installed at the original property and is in good working condition at the time of sale.

Truly Pure Shipping & Returns Policy

Shipping Policy

Free Shipping

Truly Pure offers free shipping on all orders of $35 or more within the contiguous United States. Orders under $35 will incur standard shipping rates at checkout.

Processing Time

Orders are processed and shipped within 48 business hours (Monday–Friday, excluding holidays). Orders placed after hours or on weekends will be processed the next business day.

Shipping Confirmation & Tracking

Once your order has shipped, you’ll receive an email with tracking details. Please allow up to 48 hours for tracking to update with the carrier. If you have any concerns or delays with your shipment, please contact Truly Pure customer support at (888) 309-2837.

Undeliverable Packages

If a package is returned to Truly Pure due to incorrect address details provided by the customer, a refund will be issued minus original shipping costs. We do not reship undelivered packages. If you still wish to receive the product, a new order must be placed.

Refused Shipments

If a shipment is refused for reasons not caused by Truly Pure, the customer will be responsible for both the original and return shipping costs, and a 25% restocking fee may be deducted from the refund.

Lost or Damaged Shipments

For small parcel deliveries, any claims of loss or damage must be reported to Truly Pure within 10 days of delivery.
For freight shipments, it is the customer’s responsibility to inspect the product upon arrival and note any damage on the bill of lading before signing. Photo documentation may be required. For assistance, contact us at (888) 309-2837.

Order Cancellation Policy

Orders can be canceled only before the shipping process begins. Once an order has entered the shipping phase, it cannot be canceled. To request a cancellation, please call us directly at (888) 309-2837. Cancellations via email or contact forms are not guaranteed.

Return Policy

General Returns

You may return Truly Pure products within 120 days of the delivery date for a refund, provided they are unused and in their original condition. This policy applies to all Truly Pure-branded systems.

• Returns must be authorized in advance.
• To request a Return Authorization Code (RAC), contact Truly Pure Customer Support at (888) 309-2837.
• The product must be returned in its original packaging with all included items and documentation.
• The Return Authorization Code must be clearly marked on the outside of the package.
• Returns must be received by Truly Pure within 21 days of RAC issuance.

Returns sent without an RAC will not be accepted.

Return Shipping & Restocking Fee

• Customers are responsible for return shipping costs.
• Truly Pure recommends insuring your return.
• A 25% restocking fee will apply to all returned items unless waived by Truly Pure.

Return Address

Truly Pure 
RGA# _______
ATTN: Returns Department
721 Westgate Blvd
Lincoln, NE 68528

Refunds

Once your return is received and inspected, a refund will be processed to your original payment method, excluding shipping charges and any restocking fee. Please allow up to 10 business days after receipt for refund processing.

Satisfaction Guarantee

All Truly Pure systems come with a 120-day satisfaction guarantee. If you're not completely satisfied within 4 months of delivery, you may return the system for a full refund, minus shipping costs and a 25% restocking fee. Return shipping is the responsibility of the customer.

Note: Refunds are contingent on the system being returned in original condition and within the manufacturer’s water quality specifications.

Product Exchanges

If your Truly Pure product arrives damaged or defective, contact us at (888) 309-2837. We will provide a prepaid return label and send a replacement once your return is received.

If you’d like to exchange a product for a different one, return the original item per the instructions above, and place a new order for the desired product.

Ground Rate Shipping
For the continental US, orders are shipped via UPS or US Mail. Shipping rates are based on our cost and depend on weight, product dimensions, and destination.

Freight Shipping
Many commercial items, oversized/overweight items, and large shipments will have an additional shipping fee. We do not sell or ship outside of the Continental United States.  Additional rates apply for Hawaii, Alaska, Puerto Rico, or United States Territories, if we're able to ship to them. Weight will impact shipping costs.

Shipping Times
Allow 1-3 business days for handling and 1-3 business days to ship. Most orders shipped inside the Continental United States will arrive in 2-5 business days depending on location. Larger systems can take up to 4 weeks to ship because they are built and tested before they are shipped.  We’ll send you a tracking number for your order via email as soon as it ships. If you have any questions about your order, please email support@reverseosmosis.com. Weight will impact shipping costs.

Shipping Methods
We ship most orders via UPS. Some items may be shipped via USPS, or other methods either from our warehouses or those of our partners.

Shipping to Hawaii and Alaska.

We offer shipping rates for Hawaii and Alaska. Other United States Territories depend on available shipping methods. There are exceptions for extremely heavy or oddly shaped products. Weight will impact shipping costs.