Returns and refunds
Updated Oct 25, 2026
90 days from delivery, full refund. Your 90 days start the day your AG Water Softener arrives. That's enough time to see the hardness strip change on day one and your hair and skin change over the following weeks. If it's not for you, email us within 90 days of delivery and we'll send the return address. You pay the return shipping, in the US and in Europe.
How a return works
- Email support@agsoftener.com with your order number and a photo of the unit and its parts.
- We reply with the return address. You ship it back with any carrier and send us the tracking number. Return shipping is at your cost.
- Once the unit arrives at our returns address, we issue the refund to your original payment method within two business days; your bank usually posts it within 5 to 10 business days. We'll email you when it's processed.
Returns from outside the US ship at your cost to the returns address we send you, and the 90-day refund works the same way.
What we need back
The softener body and all included parts. That means the hose, wrench, mounting hardware, and the brine tank with its pump. Normal use is expected; that's the point of the guarantee. Missing parts and damage beyond normal use are deducted from the refund at replacement cost. A unit that comes back unusable is not refundable.
You don't need the original box if you have another way to pack it safely. Damage from loose packing is the sender's responsibility.
Damaged or defective on arrival
Email photos to support@agsoftener.com within 14 days of delivery. We'll replace the unit or refund it, your choice, and we cover the return shipping in that case.
What isn't refunded
- Return shipping on a change-of-mind return
- The express shipping charge, if you chose it at checkout
- Opened spare cartridges and opened Spares Kits, since resin and consumables can't be resold
- Returns requested after the 90-day window
Warranty
Beyond the 90-day guarantee, every AG Water Softener is covered for 12 months from delivery against defects in materials and workmanship. If a part fails under normal use in that time, email support@agsoftener.com with photos and your order number and we'll ship a replacement part or unit at no cost.
The warranty doesn't cover damage from installation outside the setup guide, freezing, water above 80 °C, skipped recharges, modifications, or use with anything other than the shower supply. Replacement is the remedy. The warranty doesn't cover labor or consequential costs such as water damage.
Questions before you buy, or anything unclear here: support@agsoftener.com.