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Dealer Return Policy

AUTHORIZED BERKEY® DEALER RETURN POLICY

 

To provide a consistent customer experience and help reduce costs associated with processing product returns (“RMAs”) and warranty claims, New Millennium Concepts, Ltd. (“NMCL”) has developed the following Dealer Returns Policy and Dealer End Customer Warranty Policy:

For All Authorized NMCL Dealers

30-Day RMA Window

All approved RMAs that are older than 30 days and lack the required documentation to process will be canceled. Canceled RMAs can be reopened, but only if the required documentation (photos, invoice, etc.) are received within the warranty period for the specific product in question. There will be no exceptions for RMAs uncompleted within 30 days and/or outside of the warranty period for any product.

Example:
Customer reaches out to Dealer 5 months after purchase to report slow flow on a set of Berkey PF-2™ Fluoride and Arsenic Reduction Elements, which are covered by a 6-month warranty. Dealer immediately submits RMA and provides customer’s invoice, and RMA is approved. However, the customer then waits 3 more months—8 months after purchase—to send photo of destroyed product to complete their warranty claim. Since the product is no longer covered under warranty by that point, the RMA will be canceled and no reimbursement or replacement shipment will be issued.

Refunds/Buyer’s Remorse

All refunds for customers must be processed through the Authorized Berkey® Dealer they purchased through. New Millennium Concepts, Ltd. (NMCL) will never refund a customer directly. If a customer contacts NMCL for a refund, they will be directed to the Dealer they purchased from. Refunding customers is at the Dealer’s discretion, per the Refund Policy of their own company. NMCL does not accept returns (RMAs) for buyer’s remorse.

RMA Replacement Shipments

For tracking purposes, RMA replacement shipments cannot be combined with other orders Dealers may have that are currently Awaiting Fulfillment.

If you request that the RMA replacement be included in a shipment with an existing order, your request will be denied without notification, and shipped as a separate order with its own tracking number. This is applicable to domestic and international customers. Exceptions may be offered for international dealers and are subject to our discretion.

 

For Domestic End Customers (Lower 48 States Only)

Small Parts

The Small Parts Form (linked) is exclusively meant for sending missing or damaged upon receipt small parts. Any requests for exchanges otherwise will be denied. All items considered a “small part” are listed on the form. Order fulfillment is subject to approval.

Product in customer’s possession: Please fill out the Dealer Small Parts form on behalf of the customer.

  • Small parts requested for replacement must be damaged or missing from customer's original order
  • Small parts will be shipped directly to the customer
  • You are required to provide a copy of the customer's invoice 
  • These replacement small parts are intended for use by the customer and may not be used for your business or stocking purposes 
  • The small parts replacement shipments are not intended for resale. Any abuse of this free service will prohibit Dealers from using this form in the future.

 

Warranty Exchanges and Replacements, and Missing, Damaged or Incorrect Items

If your customer has a product that they believe qualifies for exchange per the NMCL Warranty, they must abide by the following Retail Customer Return Policy. We ask that Dealers refer the customer to support.berkeywater.com/support to fill out a warranty claim form. This includes customers with damaged product and/or drop ship orders that had incorrect or missing items in the shipment.
Dealers cannot replace qualifying products under the warranty for customers and/or issue an RMA to NMCL on the customer’s behalf and expect compensation or replacements. Dealers in the USA (Lower 48) that replace Warrantied products on their own, rather than directing customers to use the NMCL Warranty process, do so at their own expense and will not be compensated.

Please note: NMCL is only liable for incorrect or missing items shipped if they were drop shipped from NMCL’s Distribution Center. If the order was packed and shipped by the Dealer or Dealer’s 3PL facility, the Dealer is responsible for rectifying the shipments with missing or incorrect items directly with the customer.

 

Third Party Marketplaces (Amazon, eBay, Walmart.com, etc.)

Amazon:
If your customer returns a product through Amazon for a refund, NMCL is not liable for the product. NMCL will not accept RMAs for product returned from Amazon to the Dealer. Consumers that buy product on Amazon must contact NMCL directly for warranty claims. NMCL will use the customer’s invoice as proof of purchase, and exchange an item per the warranty if necessary.

eBay, Amazon and other Marketplaces:
Dealers are encouraged to troubleshoot with their customers. However, if the customer has a product that needs to be exchanged via the limited warranty of that product, the customer must do so directly through NMCL. In this case, refer the customer to support.berkeywater.com/support to fill out a warranty claim form.

Domestic Dealer Inventory Shipments

Small Parts

If you discover that you have a product from a stock shipment with missing or damaged small parts in your own inventory (that has not been shipped to or returned from a customer), you may submit an RMA through your Dealer account to receive a replacement(s).

Missing, Damaged and/or Incorrect Items

Please thoroughly inspect all shipments at time of delivery. Document any damage or missing items on the bill of lading you are signing with the carrier delivering your order. If you receive order shipments that are incorrect, missing items or damaged in transit, you may request replacements at no cost within 10 business days from the date of product delivery. We will send you a postage label to send any damaged or incorrect item(s) back to us.

Any RMAs for missing, damaged and/or incorrect product submitted after 10 business days will not be approved, as that we as the shipper have a short window of time to submit claims to freight carriers that may be responsible for damages or missing items.   


For International (and outside U.S. lower 48) End Customers

Small Parts

If your customer has received a product with missing or damaged small parts, we request that you replace these items from your own inventory—which we will supply to you at no cost. Please speak with your Account Manager when placing your orders and request that warranty replacement small parts be added to your order and they will deduct the cost manually. This includes element washers, element wingnuts, priming buttons and blocking plugs.

You may send your Account Manager your receipts on shipping costs you incurred sending replacement items to your customers and NMCL will reimburse you via Store Credit on your account. Reimbursements will be paid on standard ground shipping only.

Please note that the Dealer Small Parts form is only for customers located in the United States (including Alaska and Hawaii).

Warranty Exchanges and Replacements and Damaged Items

International Authorized Berkey® Dealers are responsible for processing warranties for their customers. We require that you troubleshoot with your customers or direct them to use the Troubleshooting Quiz at support.berkeywater.com/support to help identify your customer’s product issues. Note that some International Authorized Berkey® Dealers may be required to have their customers serviced through NMCL’s Support and Warranty Department; arrangements will be made with these Dealers on a case-by-case basis.

Do not enter an RMA before troubleshooting product issues with your customer. Do your due diligence! All RMAs are subject to approval per NMCL policy. Always ask your Account Manager if you are unsure if something qualifies for an RMA.

If it is determined that your customer’s product needs to be replaced per the appropriate warranty, you are permitted to submit an RMA requesting that we send the replacement direct to your customer, or you can replace it from your own inventory. If you decide to replace it for your customer, NMCL will provide you with a store credit to your account for the warrantied product. To process an RMA for your customer, log in to your account on www.berkeywater.com.

Please note: If the RMA is for a product damaged upon receipt, it must be reported within 10 business days of the customer receiving the product. If reported outside of the first 10 business days, the RMA will be denied.

Replacing warrantied product from your own inventory

  1. Submit an RMA. (See your Account Manager for instructions if needed)
  2. Send your Account Manager an email with the following information:
    • RMA reference number
    • Proof of purchase
    • Photos showing damaged items (if applicable)
    • Troubleshooting steps that were performed
    • Replacement shipping receipt 
      • Please note that we will only reimburse dealers for standard ground shipping. Expedited shipping will not qualify for a credit. We will convert the shipping cost to USD based off of the currency conversion at the time the RMA is approved. NMCL will only credit dealers for approved warranty replacements excluding Black Berkey® Elements pro-rated warranty outside of the first 6 months of the original purchase date.
  1. If the RMA has been authorized by the Returns Department, you will be instructed to destroy the product and provide a photo as evidence. DO NOT destroy and/or replace the product unless you have received instructions to do so. If the RMA is not authorized and you destroy the product, you will not be reimbursed for the product.

Replacing warrantied product from NMCL’s inventory 

  1. Submit an RMA. (See your Account Manager for instructions if needed). The RMA should include the customer’s full shipping address and phone number.
  2. Send your Account Manager an email with the following information
    • RMA reference number
    • Proof of purchase
    • Photos showing damaged items (if applicable)
    • Troubleshooting steps that were performed
  1. If the RMA has been authorized by the Returns Department, you will be instructed to destroy the product and provide a photo as evidence. DO NOT destroy the product unless you have received instructions to do so. If the RMA is not authorized and you destroy the product, you will not be reimbursed for the product.
  2. An order will be created on your account to send the replacement product directly to your customer. You will receive an order confirmation and the tracking number via email once it ships.

IMPORTANT: Any duties or taxes that may be owed at Customs will be the receiver’s responsibility. NMCL will never be responsible for duties or taxes owed at Customs.

 

INTERNATIONAL DEALER (AND OUTSIDE U.S. LOWER 48) INVENTORY SHIPMENTS

Missing, Damaged and/or Incorrect Items

Please thoroughly inspect all shipments at time of delivery. Document any damage or missing items on the bill of lading you are signing with the carrier delivering your order. If you receive order shipments that are incorrect, missing items or damaged in transit, you may request replacements at no cost within 10 business days from the date of product delivery.

Submit an RMA through your dealer account on www.berkeywater.com and we will launch an investigation to rectify the mistake. Any RMAs for missing, damaged and/or incorrect product submitted after 10 business days of receipt will not be approved, as that we as the shipper have a short window of time to submit claims to freight carriers that may be responsible for damages or missing items.

Destroying Product Upon Approval

An item being “destroyed” means it is damaged or broken to the point that it becomes inoperable and cannot be used or resold again. See the examples below, or ask your Account Manager if you are unsure what actions are required.

 

 

Example photos of how to destroy product—but ONLY IF you have been instructed to do so.

returns-broken-elements.jpg

Properly destroyed BB-9 Black Berkey® Purification Elements

Properly destroyed Berkey PF-2™ Fluoride and Arsenic Reduction Elements

 properly-destroyed-stainless-steel-chamber.jpg

Properly destroyed stainless steel chamber