Premiere Sales Return Policy and Procedures

Premiere Sales Return Policy and Procedures

Customer satisfaction is important to our team at Premiere Sales.

Here’s all the details on returns, refunds, and other important information. If we can answer any questions, please give us a call at (760) 282-4668, use our Contact Us form, drop us an email at returns@premieresales.com, or we’re available to chat by clicking on the “Chat with us” button in the bottom right.

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General Returns and Refunds

At Premiere Sales, our focus is to provide outstanding water filters at an affordable price. We want you to love your water filters so if you change your mind, we accept returns on most unused items up to 30 days after your order is delivered.

  1. Contact us to request a Return Authorization (RA) number by calling (760) 282-4668 or emailing returns@premieresales.com. We do not accept unauthorized returns.
  2. Repackage the unused product with everything included in the package when you received the product.
  3. Clearly label the RA number on the outside of the package.
  4. Please make sure to send the return within 14 calendar days of obtaining an RA number.
  5. Ship your product to Premiere Sales. For all products, you may use the carrier of your choice. We recommend using a tracked service and insuring the package. If we don’t receive the item or it’s damaged, we cannot issue a refund. Ship the product to the following address:
    Premiere Sales
    ATTN: Whitney – Returns Dept
    3771 Kelton Drive
    Oceanside, CA 92056-6313

There are no returns/refunds on products which have been installed, used, and/or do not have all original packaging. Filters and membranes are sanitary sealed so if the sanitary seal is broken, the cartridge or membrane is not returnable. Special orders such as non-stocked items, custom products, or drop-shipped items are not returnable.

Returned orders are subject to a 25% restocking fee. A restocking fee may be waived if you are purchasing another product of equal or greater value, or the amount can be retained as store credit towards a future purchase.

For authorized returns, Premiere Sales will process a refund after we receive and inspect the product. Refunds will be sent to the original method of payment within 5 business days of receipt of the returned product.

“Premiere 30-Day Guarantee” Items Returns and Refunds

We’re so confident you will love your Premiere replacement filter that we offer a 30-day, no questions asked, trial period for the products below. These items can be returned for a refund whether they’ve been used or not. The products included in the Premiere 30-day Guarantee include:

  1. Contact us to request a Return Authorization (RA) number by calling (760) 282-4668 or emailing returns@premieresales.com. We do not accept unauthorized returns.
  2. Repackage the unused product with everything included in the package when you received the product.
  3. Clearly label the RA number on the outside of the package.
  4. Please make sure to send the return within 14 calendar days of obtaining an RA number.
  5. Ship your product to Premiere Sales. For all products, you may use the carrier of your choice. We recommend using a tracked service and insuring the package. If we don’t receive the item or it’s damaged, we cannot issue a refund. Ship the product to the following address:
    Premiere Sales
    ATTN: Whitney – Returns Dept
    3771 Kelton Drive
    Oceanside, CA 92056-6313

For authorized returns, Premiere Sales will process a refund after we receive the product. Refunds will be sent to the original method of payment within 5 business days of receipt of the returned product.

Missing or Damaged Items

Please let us know about any missing or damaged items within seven days of delivery. You can call customer service at (760) 282-4668 or email sales@premieresales.com.

Order Cancellations

To cancel an order that has not yet shipped, call us on (760) 282-4668 (please do not email us in case we don’t see your email in time). Once an order has been shipped, it cannot be cancelled and you will need to return it in accordance with our regular return policy.

Refused Orders

If an order is refused, the customer is responsible for the costs of shipping to and from their location as well as a restocking fee of 25%.

Defective Items

Our products are manufactured with the highest quality materials and industry leading technology and design. We thoroughly inspect products before we send them. All our products carry a 30-day warranty against manufacturer defects. Please refer to individual products for extended warranty information beyond this 30-day warranty. Whether a product or component has an extended warranty (and the length of the warranty) will be indicated on their product page.

If a product is defective, please let us know within thirty days of delivery, or at any point during its respective warranty period. You can call customer service at (760) 282-4668 or email us on support@premieresales.com to report defective merchandise. We will investigate the issue with you on the phone, email, or via a video call. Depending on the type, size, and/or issue with the product, if the item does have a manufacturer defect we will decide whether to replace the entire product completely, replace the defective part, send additional part(s), or issue a refund.

Equipment and goods purchased from us should be properly installed and maintained accordingly. We are not responsible for poor installation and maintenance standards resulting in failure of the goods.

We may require that the product sent is sent back to us and we will usually provide you with a return shipping label or a UPS call tag (depending on the item). In some circumstances you may be responsible for covering the return shipping costs initially, which we will reimburse you for once the item is received and confirmed defective.

We reserve the right to determine if a product has a manufacturer defect and if it should be replaced (fully or partially), repaired, or refunded. Please note that in some cases, no replacement will be sent until the original item has been received, evaluated, and deemed defective. Also, in some cases no refund will be issued until the original item has been received, evaluated, and deemed defective.