Refund Policy

Returns & Refunds Policy

At Wrekin Water, we want you to be entirely satisfied with your purchase. As a UK-based business, our returns and cancellation policies fully comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Please read our terms below regarding cancellations, returns, and refunds.

Statutory Right to Cancel (14-Day Cooling-Off Period) For most standard items, you have the right to cancel your purchase and return your goods within 14 days of receiving them, without giving any reason.

  • How to Cancel: You must notify us in writing (by email or post) of your decision to cancel before returning any items.

  • Returns Authorization: Upon approving your request, we will issue a unique Returns Reference Number and provide instructions on where and how to send the items. Returns sent without a valid Returns Reference Number may experience severe processing delays or may not be accepted.

  • Return Shipping Costs: Unless otherwise agreed by us in writing, you are responsible for the direct cost of returning the goods. We highly recommend using a tracked, insured delivery service.

  1. Exceptions to the Right to Cancel & Returns In accordance with UK consumer law, the right to cancel does not apply to certain types of products due to health protection, hygiene, or bespoke manufacturing:

  • Hygiene & Safety Seals (Filters, Media, & Consumables): Due to strict water hygiene and safety standards, water filter cartridges, purification membranes, resins, media (including NeutraCalc), and chemical water treatment consumables cannot be returned once their hygiene wrap, protective packaging, or cellophane seals have been opened or broken.

  • Custom & Bespoke Orders: Any items specifically manufactured, custom-configured, or altered to your unique specifications are exempt from cancellation and cannot be returned.

  • Condition of Goods: To qualify for a refund, all returnable items must be completely unused, undamaged, and in their original, resalable retail packaging. If the value of the goods has been diminished by unnecessary handling beyond what is required to inspect them, we reserve the right to make a proportional deduction from your refund.

Damaged, Faulty, or Incorrect Goods Please inspect your order immediately upon delivery.

  • Under the Consumer Rights Act 2015, if an item arrives damaged, defective, or incorrect, please contact us within 3 days of receipt.

  • We will evaluate the issue and, where applicable, arrange a repair, replacement, or courier collection at our expense.

  • For confirmed faulty or misdescribed goods, you are entitled to a full refund, including original standard delivery charges, if reported within 30 days of receipt.

  1. Failed Deliveries & Return-to-Sender Charges If an order is automatically returned to Wrekin Water by our courier due to non-collection, an incomplete or incorrect address provided at checkout, or unpaid customs duties/taxes, the order will be processed as a return. We will refund your payment minus:

  2. The original outbound shipping (carriage) charge.

  3. The actual return-to-sender fee charged to us by the courier.

  4. A reasonable administration fee to cover processing costs.

If you wish for us to re-dispatch the order, both the return-to-sender fee and a new standard shipping charge must be paid in full prior to dispatch.

  1. Refunds & Processing Timelines

  • Refund Method: All approved refunds will be processed back to the original payment method used at checkout.

  • Refund Timeline: We will process your refund within 14 days of receiving the returned goods back at our warehouse, or 14 days from the date you provide verifiable, tracked proof of return postage.

  • Original Delivery Charges: If you return an entire standard order within your 14-day statutory cancellation window, we will refund your original purchase price plus our standard outbound delivery charge. If you chose an expedited, premium shipping service, we will only refund the value of our basic, standard shipping method.

  1. Business Contact Details For all returns inquiries, cancellation notices, or damage reports, please contact us:

  • Business Name: Wrekin Water Filtration

  • Email: Orders@wrekinwatertreatment.co.uk

  • Return Address: 2 wem moss, bettisfield, Shropshire, SY!13 2LT