Refund policy

Returns

Water filters are essentially a basic system with little to no moving parts, generally they work without issue. However, if there was damage in transit, or you feel something is not quite right and there is a fault with a Waters Co system please reach out.

Our team is happy to chat with you about an issue you may have with the water filtration process.

Contact us

  • If there appears to be a fault, it is recommended you contact Waters Co as soon as possible on info@watersco.uk
  • The online 24/7 chat agent may be able to assist with basic troubleshooting and identifying a possible misstep or issue that can be corrected by you in house.
  • We will request your name and order information to verify a purchase.
  • Photos and a full description of the issue is required. At times we may require a video, we use Whatsapp and/or email for video reporting.
  • Troubleshooting will be undertaken to determine a remedy replacement or repair.
  • Once a source of the issue is found a remedy will be recommended and if required any parts will be dispatched.

IAW Conditions of return under the Consumer Rights Act 2015 and Consumer Contracts Regulations, a return would constitute a fault in the product, or damage, unfit for purpose or not as described, this is comprehensively outlined in our consumer guarantee policy.

What is not a faulty product or part

  • A specific hairline cracked glass reservoir from incorrect tap installation. Please take note of the instructions inside the tank for the tap and the associated warnings.
  • Hand blown Silica glass may have fold lines and air bubbles within the glass. These are cosmetic and a result of the hand blowing process. Often once water is in the reservoir they are rarely prominent. If you are unsure please reach out.
  • Moulding bubbles and lines in the jugs handles may look like a crack, let us know with a photo and we can put your mind at ease.
  • Physical damage - Accidental damage caused by an item being dropped, or bending back a AceBIO+ lid beyond its limits and causing the lugs to snap.
  • Not following replacement filter schedule, prolonged use of expired filters.
  • Any items that have been purchased second hand or gifted after being in use.
  • Not following installation, and maintenance instructions
  • residual carbon dust on the top of the filter or in the packaging. However if there is significant damage, due to rough handling in transit, please reach out.
  • grey water when wetting and activating the new filters, this is residual carbon dust
  • taste is subjective. Taste and texture of activated alkaline water with bio active minerals may feel very different from dead chlorinated domestic water supply taste. It can be different for each customer, however it will be light, clear and clean, and slightly softer to heavy calcified water.
  • layers inside the filters being mixed is not a fault, layers are the result of the manufacturing process, a mixing due to rough handling in transit will not affect the surface area of the carbon particulates to absorb contaminants.
  • problems with setting up are not a fault in the product, this is a change of mind.
  • units positioned in sunlight may photosynthesise and green algae can appear on the ceramic, base of the tank, or the sub mineral cartridge. This is a maintenance issue, please contact us info@watersco.uk for assistance in cleaning.

14 Day right to cancel under the Consumer Contracts Regulations

As an online purchase you have a 14 day right to return. Please note we will accept returns on unopened, unused products for a full refund.

  • Images of said products must be emailed with a request for a return to demonstrate the consumables have not been open and used. info@watersco.uk

PLEASE NOTE: Deductions for Diminished Value.

  • While the unit or jug is a longer term investment, the consumables that you purchase with your product are sealed, they cannot be opened, and wet or used. Please consider this if you wish to return a product under the 14 day right to return. We recommend you do not open or wet filters, inspection of the product at the time of delivery, can easily be done without rendering it unsellable should you choose to return within the 14 days.
  • Once wet and used these products are unsellable. Any product returned goes through an inspection process, wet and used consumables will be deducted from the value of your return this may be 100% of your purchase.

14 Day Right to Return Postage

  • customers must contact info@watersco.uk in any case of a return.
  • A receiving label for our 3PL will need to be issued. This barcode label will speed up receipt of your return.
  • Unmarked returns will take significantly longer to process.
  • A change of mind 14 day return postage is paid by the returning customer.
  • Waters Co staff can raise an invoice for the returning postage, which can be paid for via our Shopify store, a postage label will be emailed, and the return 3PL barcode.

Warranty return

  • customers must contact info@watersco.uk in any case of a return.
  • under the guidance of Waters Co UK, a unit may be returned for a warranty assessment if troubleshooting in house does not result in a remedy or replacement.
  • A receiving label for our 3PL will need to be issued. This barcode label will speed up receipt of your return.
  • You can take the return to the post office, with the attached return barcode and pay for return postage, if the fault is found we will refund return postage, remedy and repair, and return the item.
  • The postage would be refunded via the original purchase please email the receipt to info@watersco.uk if a fault is able to be verified.
  • If no fault is found or cannot be replicated the unit will be returned to the customer and customer return postage is non refundable.