Crystal Quest Shipping, Warranty, and Refund Policies

Shipping

CRYSTAL QUEST® intends to process and ship most orders within two to four days. We do not guarantee this time frame. However, every effort is made to respect it. Any product which is temporarily out of stock will be shipped as soon as stock becomes available.

·         Shipping charges are added for mainland 48 states and shown on your order form at the shopping cart check-out. Hawaii, Alaska, and Puerto Rico will have additional shipping costs which will be added to customer’s cost.  Shipments to Canada is also additional.

·         Ground shipping charges are included in the listed prices ( FedEx and UPS ground is currently used for most products, small parts are shipped by USPS Priority or First Class mail. Requests for specific carriers may require additional charges.  Tracking number for all shipment with exception USPS will be e-mailed automatically if Crystal Quest is provided with e-mail address.  Tracking on shipment by USPS is available on request.

·         Regular delivery within North America typically runs 3 to 5 business days.

·         Customer assumes responsibility for any duties which may be levied on imported products. North American shipments are typically duty-free.

·         Most international parcels are by USPS airmail. The cost is between $28.00 - $34.00 for small packages. For all other sizes, ask for shipping rate quotation. The standard transit time is anywhere from 10-14 days. We will ship international with your choice of carrier is it is specified, and an additional cost will be added

When you receive your merchandise:

Please open all boxes immediately and check contents. We must be notified of any damage or other problems within 5 days of your receiving the products. In order to serve you better, we request that you also inspect all of your products for obvious defects within 5 days of receiving them.

Shipping damage 

All merchandise is packaged appropriately and inspected at our facility before shipment. Crystal Quest assumes no responsibility or liability for damage caused to product(s) during shipment.  All packages are insured.   Should damaged merchandise arrive to you, you must take the following steps and file a claim with the carrier to avoid claim delays or denial. Purchaser is responsible to file a claim with the carrier.

Inspect the merchandise before signing the driver's release. If the merchandise appears to be damaged, refuse the delivery and make sure the driver notes that the refusal is due to shipping damage.  Do not sign or accept the delivery. By signing the release, you are accepting the goods in their current condition from the carrier, and Crystal Quest is not responsible to issue a refund or replacement! If you are not sure whether the shipment is damaged or not and you decide to accept the shipment anyway, then make sure you include a note when you sign the shipper’s proof-of-delivery slip at the end, stating that the package is or appears to be damaged.

If you accept the delivery or if the merchandise was dropped off, and then you later realize that the merchandise was damaged during shipment, keep the original shipping cartons, packaging materials and content, contact the carrier, and request the pick-up and return to us for replacement.  Also, file a claim with the carrier immediately.  It is vital that you inspect the merchandise upon arrival and report the damage to the carrier to avoid denial or delay of claim.  All claims for shipping damages must be made within five (5) business days from delivery.

If the merchandise was dropped off at your location, (this is determined by seeing that the tracking information has a 'delivered' status), Crystal Quest cannot be held liable or responsible for lost, stolen, or damaged goods.  Crystal Quest cannot be responsible or liable for damage to your property occurred during delivery by delivery company.

Wrong product(s) received: 

It is very rare that you will receive an incorrect product; we double-check all orders before we ship them. However, if we made an error in shipping, please notify us within 5 days of receiving your order. We will issue an RMA number and return instructions on how and where to return the product. We will ship you the correct product (we truly do care that we get your order right the first time) and we will pay the shipping costs both ways.

Returns - if you ordered wrong item(s): 

If you made an error and ordered the wrong products, and wish to return the product,  E-mail us and request an RMA number and return instructions. Do NOT return any product that you have ordered without prior contact. Returns of incorrectly ordered products are subject to a restocking fee. 

RMA explanation:

When it is necessary to return a product, contact us via E-mail prior to doing so. All returns, regardless of how they were shipped or where they were shipped from, must be referenced by an RMA number (Returned Merchandise Authorization number).

Once the product has been received at our facility, it will be inspected and you will be credited for the returned product less shipping and handling charges.

Defective Products:

Within thirty (30) days of receiving your order, if any product proves to be defective, contact us immediately. DO NOT ship the product back to us without contacting us first and receiving an RMA number and return instructions. After receiving the defective merchandise, we will test it, and if need be, ship a replacement to you (at our expense).  This offer is only good in the Continental U.S. If you ship the product back to us from outside of the 48 states, you will need to pay for the cost of sending the product to us. If the product is defective, you will receive a replacement.

If after 30 days of receiving your product you find it to be defective, refer to our manufacturing warranty (see your warranty documents).

Return Policy

Your satisfaction is our priority. When your Crystal Quest Water Filtration unit arrives, we want it to be better than you expected. If it is not, we want to know.

If you are dissatisfied with your purchase, please E-mail us within 30 days from the date of purchase @ support@crystalquest.com to arrange for the RMA number to ship the merchandise back. Include a brief explanation for the dissatisfaction, and your money (less shipping and return shipping) will be promptly refunded.  Refunds after 30 days may not be allowed. If allowed it is subject to restocking fees.

For products $350 retail value and over, there will be 20% restocking fee. Please contact us prior to return in order to receive a return authorization number (RMA numbers) and shipping instructions. products must be returned in original packaging and intact.  Returned product(s) must be shipped within two weeks of issuance of a return authorization number to be eligible for a refund.  A refund will be issued after the return has been received and inspected.

No returns allowed on international orders.

System Installation
All systems should be installed to meet local, state and federal plumbing codes and health department rules and regulations. All equipment needs to be plumbed into the water system by a licensed  plumber.  It is the homeowner's responsibility to insure that the equipment is properly installed. Water damage can occur if not installed correctly.

Selling to California Residents
California Residents: the state of California requires water treatment devices claiming health claims be tested and certified by them - our units are not. Therefore, only aesthetic claims can be made on units shipped to California.  Please contact us if you require additional information.

Product Warranty and Disclaimer
CRYSTAL QUEST®,  warrants all new products manufactured and/or marketed by CRYSTAL QUEST® to be free from defects in material and workmanship under normal usage and service from the date of purchase as follows:

 All components are warranted for one year.

 Filters are not warranted due to varying conditions.

CRYSTAL QUEST®, will repair replace any defective components which the manufacturer deems "defective" associated with returns of said components. 

CRYSTAL QUEST®, cannot guarantee installation of any product. 

CRYSTAL QUEST®, will not be held responsible for any damage, or injuries caused by improper installation, or for misuse of any product manufacture and/or marketed by us.

This warranty Agreement excludes all products or component parts that, in the opinion of CRYSTAL QUEST®. have been subjected to negligent use, misuse, alteration or accident, or that have been repaired with component parts other than those manufactured by and/or obtained from CRYSTAL QUEST®.

CRYSTAL QUEST® does not warrant any claims made by, or any component parts supplied by, other manufacturers who provide separate claims/warranties for their merchandise. CRYSTAL QUEST®. retains the option of referring the buyer to contact suppliers directly for warranty claims, service, and replacement of defective materials and component parts.

This Warranty Agreement shall not be interpreted to render CRYSTAL QUEST® liable for any injuries or damages of any kind, direct, consequential, or contingent, to persons or property. This Warranty Agreement does not extend to secondary losses caused by delays, to include loss of prospective profits. CRYSTAL QUEST® shall not be held liable for any recovery greater than the cost of the repair of the defects in workmanship.

CRYSTAL QUEST®. shall not be held responsible by Representative or potential buyers for failure of any of the obligations of this Warranty Agreement if such failures are the result of circumstances of Forces Majeures, such as, but not limited to, floods, earthquakes, transportation strikes, labor disputes with outside suppliers, or any other conditions beyond the control of  CRYSTAL QUEST®

Sellers' obligation under this warranty is limited to and shall be fully discharged by repairing or replacing any defective part FOB. CRYSTAL QUEST® shall not be held liable for repair or alterations made without prior written approval from CRYSTAL QUEST®; for pumps or filtering, clogs or plugs by suspended matter, precipitates, or biological growth; or for failure due to not being properly maintained. CRYSTAL QUEST® shall not be held liable for damages or delays caused by defective material. Product returns to CRYSTAL QUEST® for warranty examination must be shipped freight prepaid.

THERE ARE NO WARRANTIES ESTABLISHED, EXPRESSED, or IMPLIED, OR STATUTORY, INCLUDING THE WARRANTY OF MERCHANTABILITY, EXCEPT THOSE SET FORTH ABOVE. This warranty gives you specific legal rights and you may have other rights that may vary from jurisdiction to jurisdiction.

Purchaser has full responsibility for obtaining any licenses, permits and inspections required to install and use the goods herein described.

CRYSTAL QUEST® reserves the right to make design and product changes, improve design or change specifications at any time without any contingent obligations to prospective buyers or owners of products previous sold.

Any disagreements and obligations based upon purchases of CRYSTAL QUEST® products and thereby imposed on CRYSTAL QUEST ® and purchaser shall be governed by and construed according to the laws of the state of Georgia.

CRYSTAL QUEST ® cannot and will not be held liable for any sickness or illness due to the consumption of drinking water from any water purification system supplied by CRYSTAL QUEST®.

Since CRYSTAL QUEST® does not have any control over the quality, cleanliness or contaminants that are present in the water entering into any CRYSTAL QUEST® systems, we claim only CLEANER AND SAFER, not CLEAN AND SAFE, water.