return policy

Shipping Damage

Cases of shipping damage are quite rare. Our chillers are packaged in a special box design capable of withstanding typical delivery conditions for packages of its size. However, factors outside the usual delivery process like negligent mishandling or excessive impact in transit could result in damage to the chiller. If you suspect your delivery sustained shipping damage, please contact us to let us know and we will help you with options for recovery. More information can be obtained by contacting customer service.

Repackaging your Chiller for Return

Once we've approved your return, you are responsible for ensuring the package is protected and secured. We recommend you use the original box and original packaging. If you are unsure about the contents' protection, bubble wrapping or foam may be also be used in addition to the original packaging.

Returns for Repairs/Maintenence

If our customer service determines your chiller needs to be shipped back to us for repair/maintenance, please follow these repackaging instructions:

Do not remove any optional components

Your chiller must be returned in the same configuration it was shipped.

If your chiller was originally shipped without the heater and/or uv sterilizer kit, but you later installed those yourself (whether purchased through TECO US or another vendor), you should still ship the chiller back to us with those installed. This helps us diagnose issues with your chiller. Also, if your chiller needs to be replaced, we can transfer your additional components to the new unit.

Returns for Refund

If you are returning a chiller for reasons not related to repair or maintenance, please follow these instructions*: