Refund policy
This policy applies to everything bought from AquaPure. It sits alongside your legal rights and does not replace them.
30-DAY RETURNS
You have 30 days from the day your order is delivered to return an item for a refund, wherever in the world you are.
To be refunded, the item must be in a resaleable condition. Opening the box and checking whether the filter fits your shower is fine. A cartridge that has had water run through it cannot be resold and cannot be refunded on this basis.
HOW TO START A RETURN
Email aquapureshower@gmail.com with your order number. We will confirm the return address before you send anything back. Please do not post an item back without contacting us first, as we cannot guarantee we will receive it.
Return postage is paid by you, unless the item is faulty, damaged, or not what you ordered, in which case we pay it.
We recommend a tracked service. Until the parcel reaches us it remains your responsibility.
Refunds are issued to your original payment method within 5 business days of the item reaching us. Your bank may take a few days longer to show it.
We refund the price you paid for the item. Original delivery charges are refunded where you are exercising a statutory right to cancel, as set out below.
FAULTY, DAMAGED OR INCORRECT ITEMS
Email us a photograph within 30 days of delivery and we will replace the item or refund you in full, including any postage you paid. You do not need to return a faulty or damaged item before we act on it, wherever you are.
If a fault appears after 30 days, contact us anyway. Your statutory rights in respect of faulty goods last longer than our returns window, and we will deal with it.
RETURNING FROM OUTSIDE THE UNITED KINGDOM
Check the postage cost before you send anything back. Returning a single filter internationally can cost more than the filter did, and that cost would fall on you.
Email us first. Depending on the circumstances, a refund without a physical return may be the sensible answer, and we would rather do that than have you spend more on postage than the item is worth.
Import duty, VAT or handling fees you have already paid were collected by your own government or carrier, not by us, so we are not able to refund them. Your customs authority may allow you to reclaim them directly when goods are returned or refused.
CANCELLING BEFORE DISPATCH
If your order has not yet been dispatched, email us and we will cancel it and refund you in full.
YOUR STATUTORY RIGHTS
United Kingdom. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. Where you cancel under these Regulations we refund the price of the goods together with the standard delivery cost you originally paid. You are responsible for the cost of returning the goods to us. Nothing in this policy affects your rights under the Consumer Rights Act 2015, including your rights in respect of goods that are faulty, not as described, or not fit for purpose.
European Union. Under the Consumer Rights Directive you have a right of withdrawal within 14 days of receiving your order, without giving a reason. Where you withdraw, we refund the price of the goods together with the standard delivery cost you originally paid. You are responsible for the cost of returning the goods. Our 30-day policy sits alongside this right and does not limit it.
Australia. Our policy sits alongside your rights under Australian Consumer Law, which we do not exclude or limit.
New Zealand. Our policy sits alongside your rights under the Consumer Guarantees Act 1993.
Canada. Our policy sits alongside your provincial consumer protection rights.
United States. Our 30-day policy applies to you in full. Consumer protection rules are set at state level and vary, and nothing here limits any right you have under them.
CONTACT
AquaPure
1 Chaddesley Terrace
Swansea
SA1 6HB
United Kingdom
Email: aquapureshower@gmail.com. A person replies, usually within one business day.