Warranty and returns.

What your system is covered for, how to make a warranty claim, and how to send a product back.

Who is eligible?

The original purchaser, for five years from the date of original purchase.

Coverage is not transferable, and it runs from the purchase date whether or not you register. It applies to NuvoH2O filtration, softening and treatment systems. Cartridges, filters and O-rings are maintenance items you replace on schedule.

Covered

  • Defects in materials and workmanship on a system installed, used and maintained to NuvoH2O specifications.
  • Replacement of the defective part, or the product if necessary, with installation instructions for a licensed plumber.
  • A replacement part, for the unexpired term of the original warranty.

Not covered

  • Damage from abuse, misuse or neglect.
  • Damage from freeze, over-pressurization, water hammering, fire or acts of God.
  • Labor costs for removing, installing or reinstalling the system.
  • Consequential, incidental or special damages, including loss of use, loss of water or loss of revenue.

Voids coverage

  • The system was modified, altered or used outside its intended purpose.
  • Installation or maintenance did not follow the printed instructions and local plumbing codes.
  • Filters, cartridges and O-rings were not replaced as specified.
  • The household has no proper pressure regulation.
  • Parts or accessories not supplied by NuvoH2O were used with the system.
  • An outdoor or direct-sunlight installation was left without an insulated, UV protectant cover.

Stated in full in clause 3 and clause 4 below.

What you need?

For a warranty claim

Raise it inside the five-year period.

  • Proof of purchase and the purchase date
  • System serial number and install date
  • A description of the defect and when it started
  • Photos or video as evidence of the defect
  • The part itself, if NuvoH2O asks to inspect it

Full detail in Limited Warranty.

For a return

Authorize it within 90 days of the purchase date.

  • Complete customer and order information
  • An RMA number from Customer Support
  • Original factory packaging, if the product is unused
  • Freight prepaid shipping, received within 30 days of initiating

Full detail in Product Return Policy.

How to register your warranty?

Registration is not required for coverage. It puts your serial number and install date on file, so a claim does not start with a search for paperwork.

  1. Find the serial number on the system label, and note the install date.
  2. Open the registration form and enter your details, the system and the installer.
  3. Keep your proof of purchase. It is still what proves eligibility at claim time.
Register your system

Full terms.

The Limited Warranty and the Product Return Policy.

Read the full terms Hide the full terms
Contents

Limited Warranty

Nuvo Residential, LLC dba NuvoH2O Warranty Information

NuvoH2O (“NuvoH2O”) provides a limited warranty to the original purchaser of its water filtration, softening, and treatment products (the “Product”) under the terms set forth below.

1. Warranty Coverage

NuvoH2O warrants that the Product, when installed, used, and maintained according to NuvoH2O’s specifications, will be free from defects in materials and workmanship for a period of five (5) years from the date of original purchase. This limited warranty is valid only for the original purchaser and is not transferable.

2. Remedies

NuvoH2O will replace the defective part of the covered product, or if necessary, the product and include installation instructions for a licensed plumber or installer. The warranty on any replacement part shall be limited to the unexpired term of the original warranty. NuvoH2O reserves the right to inspect the defective part of the covered product, or if necessary, the product before authorizing a warranty replacement.

3. Warranty Conditions and Exclusions

This limited warranty is voided and shall not apply if:

  • The Product has been modified, altered, or used outside of its intended purpose.
  • The Product is not installed or maintained in accordance with all printed instructions and local plumbing codes.
  • The Product is not regularly maintained according to NuvoH2O’s recommendations, including changing filters and cartridges as specified and replacing the O-ring as needed.
  • The Product is installed in a household without proper pressure regulation.
  • Parts or accessories not manufactured or supplied by NuvoH2O are used with the Product.

NOTE: If the NuvoH2O system is installed outdoors or in a place with direct sunlight the system must be covered with an insulated, UV protectant cover. If these steps are not followed it will void the warranty.

4. Limitations

This warranty does not cover:

  • Damage caused by abuse, misuse, or neglect.
  • Damage caused by freeze, over-pressurization, water hammering, fire, or acts of God.
  • Labor costs for removal, installation, or reinstallation of the Product.
  • Any consequential, incidental, or special damages, including but not limited to, loss of use, loss of water, or loss of revenue.

5. Warranty Claim Process

To make a warranty claim, the original purchaser must contact NuvoH2O’s customer service within the warranty period. Proof of purchase and evidence of the defect must be provided. NuvoH2O reserves the right to require that the defective Product be returned for inspection and verification of the defect before a remedy is provided.

6. Governing Law

This limited warranty shall be governed by and construed in accordance with the laws of the state where NuvoH2O is incorporated, without regard to its conflict of law principles.

7. Severability

If any provision of this warranty is found to be unenforceable or invalid, the remaining provisions shall remain in full force and effect.

8. Entire Agreement

This limited warranty represents the entire agreement between NuvoH2O and the original purchaser regarding the warranty for the Product and supersedes any prior agreements, understandings, or representations relating to the warranty for the Product, whether oral or written.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. To the extent permitted by law, all other implied warranties are disclaimed or if not subject to disclaimer, limited to the term of the express warranty.

Product Return Policy

General Returns

All returns must be authorized within 90 days of the purchase date and accompanied by a Return Merchandise Authorization (RMA) number issued by NuvoH2O. Please contact Customer Support with complete customer and order information to obtain an RMA. All returned merchandise must be received within 30 days from the date the return is initiated. All merchandise must be returned, freight prepaid. If unused, merchandise must be returned in its original factory packaging. All refunds will begin processing within 5 working days of the receipt of the product.

90- Day Money Back Guarantee

The 90-day money-back guarantee applies only to the NuvoH2O system itself. Within the 90-day money-back guarantee period, NuvoH2O is not liable to reimburse installation and deinstallation charges. Once the NuvoH2O system is installed by a NuvoH2O partner, customers will be subject to a 20% restocking fee for any returned systems.

Once Installed

Once the NuvoH2O system is installed by NuvoH2O Partner, Direct Connect Connections, you qualify for a separate installation warranty. This ensures your installation is completed with quality workmanship. If your system leaks or you experience related installation issues, please contact Customer Support for assistance.

Independent Installation Warranty and Returns

If your system is installed through a third-party plumber or completed as a DIY project, NuvoH2O is not liable for any damage caused to the system. You will need to contact your third-party plumber directly for reimbursement of any damaged product.

If you choose to return your system after installation within the 90-day money-back guarantee period, NuvoH2O is not liable for any installation or deinstallation charges of any kind, for any reason and will be subject to a 20% restocking fee.

Third Party Purchases

Purchases made through third-party resellers and retail partners must be returned through those partners and are subject to their return policies.

Restocking Fees

Any NuvoH2O system that is installed will be subject to a restocking fee if returned, even within the 90-day return period. Deinstallation-related fees may also apply. All 90-day money-back returns are subject to a 20% restocking fee unless otherwise stated.

Important Return Policy for Financed Purchases

If financing is used for a self-installation/ third-party plumber, and you want to return your system after installation, a 20% restocking fee will apply. If a purchase is financed but was not installed there will be a 10% restocking fee. NuvoH2O will not reimburse labor charges for any reason.

Once a NuvoH2O system has been installed with DCC under a financing agreement, the transaction is considered finalized and fulfilled. Installation/labor and financing charges are non-refundable and you will be subject to a $699.99 restocking fee. Upon financing, the 90-day money back guarantee is void.

Important Notice Regarding Additional Installation Charges

(Through NuvoH2O using our installation partner, Direct Connect Connections)

Please note that while your system is being financed, any additional charges that may arise during installation, such as unforeseen labor, materials, or code compliance requirements, are not automatically included in your financing agreement.

If additional charges are required, you will have two options:

  • Pay the plumber directly at the time of installation, or
  • Request to include the additional amount in your financing, subject to approval by the financing provider.

We recommend discussing any potential additional costs with your installer prior to the appointment. If you have questions or would like to explore financing adjustments, please contact us in advance.