Refund policy
Returns & Refunds Policy
Water Refill Group Ltd
At Water Refill Group, we want our customers to be completely satisfied with their purchase. If you need to return an item or report an issue, please review our policy below.
Returns
We offer a 30-day returns policy for eligible products, meaning you have 30 days from receiving your order to request a return.
To qualify for a return:
- Products must be unused, uninstalled and in their original condition.
- Products must be returned in their original packaging, including all components, accessories and documentation.
- Proof of purchase must be provided.
- All returns must be authorised by Water Refill Group before goods are sent back.
A 15% restocking fee applies to approved returns of non-faulty products. Original delivery charges are non-refundable, and customers are responsible for return shipping costs unless the product is faulty or supplied incorrectly.
To request a return, please email support@waterrefillgroup.com with your order details and reason for return.
Unauthorised returns may be refused.
Damaged, Faulty or Incorrect Products
Please inspect your delivery upon receipt and notify us as soon as possible if any products arrive damaged, defective or incorrect.
Contact support@waterrefillgroup.com with your order number, a description of the issue and supporting photographs where applicable.
Our team will review the issue and advise on the appropriate resolution, which may include repair, replacement or refund.
For products covered under warranty, please contact our support team for assistance. Warranty claims are assessed in accordance with the applicable warranty terms.
Non-Returnable Products
Unless faulty or otherwise required by applicable law, we cannot accept returns for:
- Products that have been installed, used or modified.
- Customised products, including bespoke colours, finishes or branding.
- Special-order or non-stock products sourced specifically for a customer.
- Products returned without their original packaging or with missing components.
- Filters or other consumable products that have been opened or used.
Please contact us before purchasing if you have any questions about product suitability or return eligibility.
Exchanges
If you wish to exchange a product, please contact our support team.
Where a return is approved, we will arrange the return of the original product and ask you to place a new order for the replacement item.
EU Customer Returns
For business-to-business purchases, returns are subject to the terms outlined in this policy.
Where statutory consumer cancellation rights apply, including the EU 14-day withdrawal period for eligible distance purchases, these rights will be honoured in accordance with applicable legislation.
Statutory consumer rights are not affected by our standard returns policy or restocking fees.
Refunds
Once your returned product has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will be processed within 10 business days, using the original payment method where possible.
Any applicable restocking fees or return charges will be deducted from the refund.
Please allow additional time for your bank or payment provider to process the transaction.
If you have not received your refund within 15 business days of approval, please contact support@waterrefillgroup.com.
Contact Us
For all returns, refunds, damaged deliveries and warranty enquiries:
Water Refill Group Ltd
Email: support@waterrefillgroup.com
Telephone: 0333 335 6908
Website: www.waterrefillgroup.com
This policy does not affect any statutory rights that apply to your purchase.
