Returns Policy

Refund Policy

If for any reason you are not completely satisfied with your purchase, you may return any item within 30 days of your shipping receipt. Returned products must be in a new, unused condition and include the original box and/or packaging with all tags included.

Once your return is received and inspected your refund will be processed and a credit will be applied to your credit card. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to be posted to your account.

You are responsible for all shipping costs associated with getting your order back to our warehouse.

When credit is issued it will be at the price charged, or prevailing price if lower, less handling charges based on costs of reconditioning, boxing, etc. However, a minimum 25% handling charge will apply. A minimum handling charge of $20.00 is applied whenever the 25% handling deduction does not total $20.00.

Products that are obsolete or made to special order are not returnable.

See below for instructions on where/how to get your return order back to us. All returns need an RGA (Return Goods Authorization) number.


Return Shipping Options

Our return services are available for USA customers. You have the option of using the carrier of your choice to return your order to us. Contact us at [email protected] and we will provide the address and details for the return process.

We recommend packaging and shipping with a method that minimizes the potential for shipping damage and includes tracking and insurance for your return shipment.

All shipments must be made prepaid; packages shipped COD (Collect on Delivery) will be rejected.


Returns Process

Request a return authorization number (RGA#) by calling one of our specialists at 888-828-1300 and we will start the return process with you.

We will send your Return Goods Authorization form via email. Please print your RGA form and include it with each shipment back to Watts Regulator Co. dba Rural Water Direct.

You have 30 days from the day of shipment to return your merchandise, so please be sure to print the RGA and ship at your earliest convenience. We need to get all products (and their packaging!) back in new condition. You may use the original shipping container. Returns should be shipped to the address noted on your return authorization instructions.

Please retain your return tracking information. We are not responsible for packages lost during return shipment. You will receive a confirmation email from when your return is processed which will include the full details of the refund credited.


Order Cancellation / Modifications

If you change your mind, act quickly! We process orders promptly to ensure customer satisfaction.

If you need to cancel or change an order, please call before 2 pm EST. Most orders received before 2 pm EST are processed the same day.

We can be reached by phone at 888-828-1300 or [email protected]

If your order is canceled after it is shipped, we have to use the return process for your order.


Used or Damaged Merchandise

Any merchandise which has been installed is considered used and cannot be returned.

Any merchandise or parts which shows signs of use (wear, dirt, scuffing, scratches, etc) or otherwise is in a condition other than it was received by the customer cannot be returned.


Warranty Returns

Please refer to the Limited Warranty details found in our Terms & Conditions of Sale.

Please note warranty processing may take 4-8 weeks. 

The warranty does not cover defects determined to be caused by normal wear or due to customer negligence.

Contact [email protected] for warranty return instructions.


Damaged Items

Please let us know ASAP if any items on your order arrive damaged, we can be reached by phone at 888-828-1300 or [email protected]

Please keep all original shipping containers and take pictures if possible. Damaged item claims are handled through the shipping carrier (UPS, FedEx, USPS, LTL carrier). We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!


Questions / Concerns

If anything is unclear or if you have a special circumstance, give us a shout!

We can be reached by phone at 888-828-1300 or [email protected]