Returns & Refunds Policy

Order Cancellation and Returns

Apart from special orders and machine spare/service parts, goods purchased from us may be returned within 14 days of receipt.

Customers are required to return items at their own cost, unless otherwise agreed in writing. For faulty or damaged items, collections may be arranged at our discretion.

We must receive written notification of your intention to return goods (by post or email) before the items are returned. Upon approval, we will confirm acceptance, provide a returns reference, and advise on the correct method of return.

Any applicable deductions, charges, or fees will be made clear at the time of authorising the return.

Returns without the unique reference code may not be processed or refunded.

All goods must be returned unused, in their original packaging, and with any hygiene or cellophane seals unopened. Goods returned in a used, opened, or non-resalable condition will not qualify for a refund.

Refunds exclude original delivery (carriage) charges unless the item is confirmed as lost, damaged, or faulty.

Refunds will be processed within 14 days of receiving the returned goods.

This policy does not affect your statutory rights regarding faulty or misdescribed goods. Unless otherwise agreed, goods should be returned to the address shown on your delivery note.

Special Orders

Special orders cannot be returned under any circumstances. This includes (but is not limited to):

• Certain branded or imported products
• Machine spare/service parts
• Resins, media, and NeutraCalc
• Specialist items made to order
• Any item specifically purchased from a supplier or imported to fulfil your order

Orders Returned Due to Non-Delivery

Orders automatically returned to us by the courier due to non-collection, incomplete address, unpaid customs/duties, or any other reason will be refunded minus:

• The original carriage charge
• The return-to-sender charge
• An administration fee

You will be contacted via email once the parcel is received back at our warehouse, giving you the option to arrange redelivery or request a refund.

If you wish for the order to be resent, both the return and re-delivery charges must be paid in full prior to dispatch.

If a refund is preferred, it will be processed minus the fees stated above.

Wrekin Water Filtration and its subsidiaries operate in accordance with the Distance Selling Regulations.

Damages and Issues

Please inspect your order upon receipt and contact us within 3 days if any item is defective, damaged, or incorrect. We will evaluate the issue and, where applicable, arrange a replacement, repair, or refund.

Exchanges

The fastest way to receive a replacement is to return the unwanted item and place a new order once your return has been accepted.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. If approved, the refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to complete the transaction.

If more than 15 business days have passed since your refund approval, please contact us via our Contact Us page.