Refund policy

Cancellation, Return and Refund Policy

Cancellation of Order
You will be charged 5%! This is not punitive. It is simply covering our costs.  Make sure this is the part, the size, the quantity you need. If you cancel an order after we receive it and before it is sent we will charge the processing fees up to 5% of items ordered and shipping costs. We are charged by the credit card processor / store platform and we are not refunded those fees when you cancel an order.

To cancel an order call us at 801-355-6736 immediately or email sales@backflow-supply.com with your order number.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All returns must be approved in advance by calling our office at 801-355-6736

Some items are not returnable such as custom enclosures or cages and backflow assemblies built for length. You are responsible for the accuracy of dimensions needed. Parts that have been installed are not returnable!

If you have an issue with a backflow assembly that you have installed please contact us at 801-355-6736 before removing or returning so we can assist in troubleshooting. Most issues related to failures or leaking from a newly installed backflow assembly is the result of the installation, such as debris in the line and is easily correctable in the field and is not a warranty issue.

Restock fees apply of a minimum of 15% of standard items but could be more depending on condition of item being returned. Some items ultimately being returned back to the manufacturer could be as much as 30%. Refunds will only be issued after close inspection of parts at the manufacturer and in resalable condition and can take up to 45 days.

Shipping fees are not refundable and return shipping is your responsibility

If a shipment is delayed due to weather, or other shipping issue and is not received by expected date we will not refund shipping as these things are out of our control.  We will do all we can to locate the shipment and get it to you.  If the shipping company loses it then we will refund the shipping or ship replacement parts at no cost.

Items returned to Backflow Supply will be inspected and you will be notified of the approval or rejection of your request for refund. Approved refunds in most cases will be credited back to your account the day it is returned.

To complete your return, we require a receipt or proof of purchase.

If you have any questions or concerns about a possible refund please contact Sean at 801-355-6736 or sean@backflow-supply.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sean@backflow-supply.com for further instructions.

Shipping
Upon approval, to return your product, you should mail your product to: 151 W. Malvern Ave Salt Lake City Utah 84115

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.