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Terms of Service

Effective Date: May 30, 2026

These Terms of Service ("Terms") govern your access to and use of CartridgeID, operated by CartridgeID LLC ("CartridgeID," "we," "us," or "our"). By creating an account, placing an order, submitting a cartridge identification ticket, or otherwise using our Service, you agree to be bound by these Terms.

If you do not agree to these Terms, do not use the Service.

1. Who we are and who this is for

CartridgeID provides cartridge identification and parts-sourcing services intended for licensed plumbing professionals and qualified individuals who understand plumbing installation. By using the Service, you represent that you are a licensed plumbing professional or that you will engage a licensed plumbing professional for any installation work.

2. Cartridge identification — scope and limits

Our cartridge identification service is a PROFESSIONAL OPINION based on (a) photos and information you submit, (b) our specialists' experience, and (c) verification with our supplier network. Identification is inherently dependent on the quality and completeness of the photos you provide, the visibility of identifying marks on the part, the accuracy of the information you submit, and the availability of matching parts in the supplier network.

Identification is NOT a warranty or guarantee. Many cartridges exist in multiple variations across model years, regional editions, OEM substitutions, and discontinued lines. Some cartridges look nearly identical externally but differ in critical dimensions, broach count, or stem length. We provide our best professional judgment based on what is visible in the photos and confirmed with our suppliers, but no identification can be guaranteed to fit every specific installation.

You agree that you are responsible for visually verifying any part before installation. If you have any doubt about whether a part matches your application, contact us BEFORE attempting installation.

3. Installation — your responsibility

Plumbing cartridges and related parts are designed for installation by licensed plumbing professionals. You acknowledge that:

  • (a) Improper installation can cause property damage, water damage, mold, personal injury, and harm to your plumbing system;
  • (b) Some cartridges require modifications during installation — including but not limited to cutting stems to length, removing or modifying mounting tabs, adjusting clip orientations, and applying lubrication or sealant — and these modifications must be performed correctly for the part to function;
  • (c) Failure to correctly identify the variation of your existing installation (rough-in depth, valve body brand, handle adapter compatibility, vintage trim variations) can cause an otherwise correctly-identified replacement part to fail at installation;
  • (d) Forcing, over-tightening, mis-aligning, or modifying parts during installation can permanently damage the part in ways that may not be visible without disassembly;
  • (e) Installation is performed at your sole risk and responsibility.

WE ARE NOT RESPONSIBLE FOR ANY PROPERTY DAMAGE, WATER DAMAGE, PERSONAL INJURY, OR ANY OTHER LOSS OR HARM RESULTING FROM YOUR INSTALLATION OF ANY PART PURCHASED THROUGH THE SERVICE, REGARDLESS OF WHETHER THE PART WAS CORRECTLY IDENTIFIED.

4. Part modifications during installation

You acknowledge that some cartridges and parts may require field modification — cutting to length, adjusting fit, applying force during seating — to complete an installation. Such modifications are your responsibility. If a modification is performed incorrectly and the part fails to function or is damaged, we are not responsible. If you are unsure how to modify a part for your installation, consult the manufacturer's documentation or a licensed plumbing professional before proceeding.

5. Part damage during installation or handling

Cartridges can be damaged during installation in ways that are not externally visible — compressed O-rings, hairline ceramic fractures, marked broaches, bent mounting tabs, deformed sealing surfaces, or microscopic stem warping from over-torquing.

If a part is installed, attempted to be installed, modified, or damaged in handling and is subsequently found to be incorrect, broken, or otherwise unusable, we cannot accept it as a return because we cannot determine whether the damage was pre-existing or installation-related. This applies regardless of whether the original identification was correct.

We strongly recommend confirming the part matches your application BEFORE attempting installation. Once an installation is attempted, our ability to make things right is severely limited.

6. When we are responsible

We will make things right if any of the following apply, provided you contact us BEFORE installing or modifying the part:

  • (a) We shipped the wrong part — meaning the part we sent does not match the SKU we identified or the SKU you ordered;
  • (b) The part we identified does not match your application based on visual inspection before installation;
  • (c) The part arrived damaged from shipping (with photos taken at the time of receipt).

In any of these cases, contact us within 30 days of delivery at orders@cartridgeid.com with photos. Our Return Policy governs the resolution process.

7. When we are not responsible

We are not responsible for, and you waive any claim arising from:

  • (a) Damage to your property, plumbing system, fixtures, or any other physical asset caused by installation or use of any part;
  • (b) Personal injury caused by installation or use of any part;
  • (c) Failed installations resulting from incorrect identification by you of the original part you are replacing;
  • (d) Failed installations resulting from incorrect modification, cutting, sizing, or force application during installation;
  • (e) Failed installations resulting from incompatibility with non-standard rough-in valves, vintage variations, or OEM substitutions not visible from the photos you submitted;
  • (f) Returns or refund claims on parts that have been installed, attempted to be installed, modified, or damaged in handling;
  • (g) Indirect, incidental, consequential, special, or punitive damages of any kind arising from your use of the Service or any part purchased through the Service.

8. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL CARTRIDGEID LLC, ITS OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES WHATSOEVER ARISING FROM:

(i) ANY ERRORS, MISTAKES, OR INACCURACIES IN PART IDENTIFICATION; (ii) PERSONAL INJURY OR PROPERTY DAMAGE RESULTING FROM YOUR USE OF THE SERVICE OR ANY PARTS ORDERED THROUGH THE SERVICE; (iii) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SERVERS AND ANY PERSONAL INFORMATION STORED THEREIN; (iv) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE SERVICE; (v) ANY BUGS, VIRUSES, OR OTHER HARMFUL CODE THAT MAY BE TRANSMITTED TO OR THROUGH THE SERVICE; OR (vi) ANY ERRORS OR OMISSIONS IN ANY CONTENT.

OUR TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100).

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY, AND YOU MAY HAVE ADDITIONAL RIGHTS.

9. Warranty Disclaimer

THE SERVICE AND ALL PARTS PROVIDED THROUGH THE SERVICE ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

WE DO NOT WARRANT THAT: (a) THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS; (b) ANY CARTRIDGE IDENTIFICATION WILL BE CORRECT; (c) ANY PART WILL FIT YOUR SPECIFIC APPLICATION; (d) ANY PART WILL PERFORM AS EXPECTED AFTER INSTALLATION; (e) THE INFORMATION ON THE SERVICE IS ACCURATE OR COMPLETE.

ANY MANUFACTURER WARRANTIES ON PARTS ARE BETWEEN YOU AND THE MANUFACTURER. WE PASS THROUGH MANUFACTURER WARRANTIES WHERE APPLICABLE BUT DO NOT EXTEND OR GUARANTEE THEM.

10. Indemnification

You agree to indemnify, defend, and hold harmless CartridgeID LLC and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or related to:

  • (a) Your use of the Service;
  • (b) Your violation of these Terms;
  • (c) Your violation of any rights of another person or entity;
  • (d) Installation or use of any parts you order through the Service, by you or by any third party you engage; or
  • (e) Any property damage, water damage, personal injury, or other harm caused by installation or use of any parts purchased through the Service.

11. Accounts

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to provide accurate information at registration and to keep your account information current. We reserve the right to suspend or terminate accounts for any reason, including violation of these Terms.

12. Orders and Payment

All quotes are subject to part availability and supplier confirmation. Payment is required before orders are placed with our suppliers. We reserve the right to cancel orders in the event of pricing errors, part unavailability, identification revisions, or fraud detection.

Shipping costs are calculated at checkout based on your delivery address, order contents, and supplier routing. The shipping cost shown at checkout is the cost you agree to pay.

13. Photos and content you submit

By submitting photos, descriptions, or other content through the Service — including but not limited to cartridge identification ticket submissions — you grant CartridgeID LLC a worldwide, royalty-free, non-exclusive license to use, reproduce, modify, and display such content for the purposes of:

  • (a) Providing the identification service to you;
  • (b) Improving our identification capabilities and training future identification systems;
  • (c) Building our product catalog and reference library;
  • (d) Demonstrating the service in marketing materials (with personally identifying information removed).

You represent that you own or have permission to submit any content you provide and that the content does not violate any third-party rights.

14. SMS Communications

By providing your phone number and opting in during account registration or ticket submission, you agree to receive SMS/text message notifications from CartridgeID LLC. These messages include order updates, shipping notifications, identification status updates, and account alerts. Message and data rates may apply. You may opt out at any time by replying STOP to any message. Reply HELP for help. CartridgeID LLC does not sell or share your phone number with third parties.

15. Acceptable Use

You agree not to:

  • (a) Use the Service for any unlawful purpose;
  • (b) Reverse-engineer, decompile, or attempt to extract source code from the Service;
  • (c) Scrape, harvest, or otherwise extract data from the Service in bulk without our written permission;
  • (d) Resell our identification services or impersonate CartridgeID;
  • (e) Submit false, misleading, or fraudulent information;
  • (f) Attempt to circumvent security measures or access controls;
  • (g) Interfere with or disrupt the Service or servers.

16. Termination

We may suspend or terminate your account and access to the Service at any time, without notice, for any reason, including for any violation of these Terms. Upon termination, your right to use the Service will cease immediately. Sections governing limitation of liability, indemnification, warranty disclaimers, and dispute resolution survive termination.

17. Governing Law and Venue

These Terms are governed by the laws of the State of California, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be resolved exclusively in the state or federal courts located in Santa Clara County, California.

18. Dispute Resolution

Before bringing any formal dispute, you agree to first attempt to resolve the dispute informally by contacting us at support@cartridgeid.com and providing a written description of the dispute. We agree to attempt to resolve the dispute in good faith within sixty (60) days of receiving your notice.

19. Changes to these Terms

We may update these Terms at any time. If we make material changes, we will notify you by email at the address associated with your account and post a notice on the Service. You will be prompted to re-accept the updated Terms upon your next session. Continued use of the Service after the effective date of any updated Terms constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Service.

20. Entire Agreement, Severability, No Waiver

These Terms, together with the Privacy Policy, Return Policy, Shipping Policy, and End User License Agreement, constitute the entire agreement between you and CartridgeID LLC concerning the Service.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

Our failure to enforce any provision of these Terms is not a waiver of that provision or of any other provision.

22. Product Sourcing — Genuine OEM and Aftermarket Replacement Cartridges

CartridgeID sells both genuine OEM replacement cartridges and quality aftermarket replacement cartridges. The source type of each product is clearly identified on the product page, in your cart, and on every order confirmation and invoice as either:

  • "Genuine OEM" — manufactured by the original brand or their authorized contract manufacturer, and
  • "Aftermarket Replacement" — manufactured by a reputable third-party producer to fit the OEM valve body.

You acknowledge and agree that:

  1. Aftermarket replacement cartridges are not manufactured by, authorized by, or affiliated with the original equipment manufacturer (e.g., Moen Incorporated, Delta Faucet Company, Kohler Co., Pfister, Grohe, or others as applicable), regardless of any brand name referenced in our product names, descriptions, or product identification materials.
  2. Manufacturer brand names appear on CartridgeID materials solely for the purpose of identifying compatibility (which OEM cartridge our aftermarket product is designed to replace) or to identify the manufacturer of a genuine OEM product. All trademarks are the property of their respective owners.
  3. Aftermarket replacement cartridges typically do not carry the original manufacturer's warranty. Aftermarket products sold by CartridgeID are backed by our 30-day return policy and our quality standards as published on our /sourcing page.
  4. Using an aftermarket replacement cartridge in a fixture that is still under the original manufacturer's warranty may void that warranty. We default to sourcing genuine OEM when a fixture is under warranty and disclose this trade-off when known.
  5. You are responsible for reviewing the source type label ("Genuine OEM" or "Aftermarket Replacement") on each product before completing your purchase. By completing checkout, you confirm that you have reviewed and accepted the source type of each item in your order.
  6. If you require genuine OEM for any specific order, you may request it via your ticket, in-app chat, or by contacting support@cartridgeid.com prior to placing the order. When OEM is available, we will source it. If OEM is discontinued or has extended lead times for the part you need, we will inform you of your options before completing the order.

For our full sourcing standards, evaluation criteria for aftermarket suppliers, and policies around discontinued OEM parts, see our Sourcing & Authenticity policy.

21. Contact

Questions about these Terms? Email support@cartridgeid.com or write to:

CartridgeID LLC
San Jose, CA, USA