Returns Policy

CHARGES for returns?
Customer is responsible for carrier charges for returns.

CREDIT for returns?
Your chosen payment method will be refunded once the item is inspected. On return of the product, if it has been modified in any way (painted/treated/assembled) then the refund will be refused.

Product Packing Materials?
All goods being returned will only be accepted in their original unused condition and packaging.

 

Distance Selling Regulations
If you have ordered by telephone or internet, under the Distance Selling Regulations, you have a statutory right to cancel your order and receive a full refund for any home delivery item.

To cancel, you can Email Customer Services, call 0800 644 4000 or write to us at Customer Services (see Contact Us for details) within seven working days (so not including Saturdays, Sundays or public holidays) commencing the day after the day of delivery of your item(s), quoting your order number. You must take reasonable care of the item(s) while in your possession.

You may cancel an order for services in the same way, within seven working days (so not including Saturdays, Sundays or public holidays) of the date of purchase, unless the services begin sooner.

If you have an Internet order query, please Email Customer Services or call us on 0800 644 4000. (For security and training purposes, telephone calls to and from our Customer Service team may be recorded or monitored).

We're committed to selling products of the highest quality which we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.  Please make sure that you check your items carefully before they are used or installed.  We also recommend that you keep your order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.

WHAT can be returned?
In the first instance, it is our normal policy to supply replacement parts or to repair defective products.  All products are returnable if the product is in the same condition as when purchased.

WHEN do items need to be returned by?
No later than 15 days after purchase.

HOW do customers return items?
Contact us via email at info@thewaterwarehouse.co.uk or by telephone on 0800 644 4000 to obtain a RETURN AUTHORISATION.

WHERE do items need to be returned to?
In the event that we agree to collect a defective product from your premises (product cannot be assembled or partially assembled), an authorisation letter will be sent, which will include product labels.  The labels must be completed and attached to the product.  Failure to do so will result in an aborted attempt to collect the product.  Where collection is aborted for reasons unconnected with us or our carrier, a collection charge of £35 must be paid before recollection is attempted.