Refund policy
This Refund and Returns Policy applies to purchases from Water Filter Warehouse, a trading name of Direct UK Deals Ltd. Your rights depend on whether you are buying as a consumer (for purposes outside a business) or as a business/trade customer - both are set out below. Nothing in this policy affects your statutory rights.
Returns address: Direct UK Deals Ltd (Water Filter Warehouse Returns), Unit 24 Lynx Crescent, Weston-super-Mare, BS24 9DJ. Please request a return before sending anything back (see "How to start a return").
Consumer customers - your right to cancel (14 days)
If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you the right to cancel your order for any reason within 14 days of receiving your goods - this includes items bought on sale or on offer. You then have a further 14 days to return the goods to us. To cancel, contact us at sales@waterfilterwarehouse.co.uk before the 14 days are up. We will refund the price of the goods plus the standard outbound delivery cost within 14 days of receiving the goods back (or your proof of return). Please see "Condition of returned goods" and "Return postage" below.
Consumer customers - faulty, damaged or incorrect items
Separately from the cancellation right above, under the Consumer Rights Act 2015, if an item is faulty, not as described, or you receive the wrong item, you are entitled to a remedy - including a full refund if you reject the item within 30 days of receipt. In these cases we cover the cost of return, and the hygiene condition below does not apply. Please contact us as soon as you notice the problem.
Business and trade customers
The 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to purchases made in the course of a business. If you are buying as a business, change-of-mind returns are offered at our discretion, are subject to the "Condition of returned goods" below, and we reserve the right to apply a restocking charge. You are responsible for return carriage (see "Return postage"). Faulty, damaged or incorrect goods are always put right.
Our 30-day goodwill returns
In addition to your statutory rights, we offer a 30-day returns window: you have 30 days after receiving your item to request a return, subject to the condition below and to proof of purchase.
Condition of returned goods
Because water filters are consumables that come into contact with drinking water, a filter that has been unsealed or used cannot be re-used or resold and, for hygiene reasons, cannot be returned for a change of mind. Change-of-mind returns (consumer cancellations, business returns and goodwill returns) are therefore accepted only for items that are unused and in their original sealed packaging. This does not affect your rights if an item is faulty, damaged or incorrect.
How to start a return
Contact us at sales@waterfilterwarehouse.co.uk to request a return. If it is accepted, we will confirm how and where to send your package. Items sent back to us without first requesting a return cannot be accepted. Returns address: Direct UK Deals Ltd (Water Filter Warehouse Returns), Unit 24 Lynx Crescent, Weston-super-Mare, BS24 9DJ.
Return postage
For faulty, damaged or incorrect items, we cover the cost of return. For change-of-mind returns (consumer cancellations and business returns), you are responsible for the cost of returning the goods. You may either arrange and pay for the return yourself, or ask us to arrange collection - if we arrange collection, that cost is deducted from your refund. For business change-of-mind returns, we also reserve the right to apply a restocking charge.
Damages and issues
Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
Some items cannot be returned once used, including part- or wholly-used carbon dioxide gas canisters (please refer to your local council for how to recycle or dispose of these safely). We also cannot accept returns of hazardous materials, flammable liquids or gases. This does not affect your right to a remedy for faulty goods. Please get in touch if you are unsure about a specific item.
Exchanges
The quickest way to get the item you want is to return the item you have and, once the return is accepted, place a separate order for the replacement.
Refunds
Once we have received and inspected your return, we will let you know whether the refund is approved. If approved, you will be refunded to your original payment method - within 14 days for consumer cancellations, and within 10 business days for other returns. It may take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at sales@waterfilterwarehouse.co.uk.