Returns & Replacement

1. Return window

Returns must be raised within 7 days of delivery. Please check your consignment against the invoice as soon as it arrives, particularly on multi-item orders.

This page covers returns and replacements. Faults appearing later in normal use fall under the Warranty Policy, and damage caused in transit is handled under Shipping & Delivery.

2. What can be returned

For a return to be accepted, the item must be unused, unfitted and in its original packaging, with any batch or serial marking intact.

Where you ordered in error, approval is at our discretion and a restocking charge may apply. If it does, the amount is confirmed to you before the return is approved — never deducted afterwards without notice.

3. What cannot be returned

• Fitted or installed parts, including anything plumbed in or wired up
• Opened consumables — filter cartridges and RO membranes once the sealed wrapper is broken
• Cut-to-length items such as tubing sold by the metre
• Special or indent orders brought in specifically against your requirement
• Items returned without original packaging, or with markings removed
• Items damaged after delivery through handling, storage or attempted fitting
• Returns raised after the 7-day window

4. How to raise a return

Message us on the same WhatsApp thread as your order with:

1. Your invoice number
2. The item and quantity being returned
3. The reason — wrong item, damaged, shortage, defective or ordered in error
4. Photographs of the item and its packaging, including the shipping label

We confirm whether the return is accepted, and give you the return address and packing instructions. Please do not send anything back before it has been approved — unapproved returns cannot be traced to an order and may be refused.

5. Replacement or credit

Once the returned item reaches us and is checked, we settle it one of three ways:

• Replacement — the correct or sound item is dispatched to you. This is the default where an equivalent is in stock.
• Credit note — the value is credited against your account and applied to your next order.
• Refund — where a replacement is not possible and you do not want a credit, the amount is refunded to the original payment method.

Refunds are processed within 7 working days of the return being approved. How quickly the amount appears then depends on your bank.

Freight already charged is refunded only where the return arose from our error — a wrong, short, damaged or defective supply.

6. Freight on returns

• Our error — wrong item, shortage, damage or defect: we bear the return freight and the freight on the replacement.
• Ordered in error: return freight is payable by you, and outbound freight already charged is not refunded.
• Return refused on inspection: the item is sent back to you with freight payable by you.

Pack returns as carefully as you would expect to receive them. Items damaged on the way back to us because of inadequate packing cannot be credited.

7. Contact us

Raise a return, or check whether something qualifies before sending it, on WhatsApp — it keeps the invoice, photographs and outcome in one place.