- Our refunds policy
9.1 When you return a Product to us:
9.1.1 If you are a private customer, because you have cancelled the Contract between us within 14 working days (see clause 5.1 above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. If this is the case, we will refund the price of the product in full, including the cost of sending the item to you, but if you are only returning part of your order then we are not obliged to repay any of the delivery charge. However we will only refund you our standard delivery rate for your product, so if you have chosen to upgrade the delivery method you will not receive a full refund of your delivery costs.
9.1.2 However, you will be responsible for the cost of returning the item to us. We recommend that all items are returned via a recorded delivery method, as we will not be liable for any damage or loss whilst in transit, please see our Returns Policy.
9.1.3 If you are a business customer, the 14 day cooling-off period does not apply to you. You will be responsible for the cost of returning the product to us and the original cost to us of sending the product to you. Any refund for unwanted product(s) will be subject to a 60% (of the product price) re-stocking fee. Returns are not accepted from business customers for any item that Test All Water are required to specifically order to fulfil the business customer request.
9.1.4 For any other reason, (for instance, because you have notified us in accordance with clause 22 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the product is defective), we will examine the returned product and if you are entitled, we will notify you of our intentions to either repair, replace or refund via e-mail within a reasonable period of time. We will usually process your repair, replacement or refund as soon as possible and, in any case, within 30 days of receiving the defective product. If you elect a refund of a product returned by you because of a defect it will be refunded as per our refunds policy where you are returning an item that was part of a larger order, we will refund the charge for delivery that you incurred for that item(s) and the cost incurred of returning the defective item to us. If you are entitled to a repair or replacement of a defective product we will not charge you for redelivery of the repaired or replaced product.
9.1.5 Customers resident in the UK. If you elect to return the defective product to us please use Royal Mail recorded delivery service, but if you elect to choose an alternative method of delivery, this must be agreed by us in writing via email prior to dispatch. We reserve the right to pay only part of the delivery costs if the alternative method chosen by you is not cost effective. Any delivery charges, or part thereof, will only be refunded once we have received proof of carriage costs.
9.1.6 Customers resident within the EU. Please call us to discuss delivery method. Test All Water will not be liable for any delivery costs which have not been agreed by us in writing via email.
9.1.7 Customers outside the EU. If you wish to return a product to us either due to unwanted goods or to return defective products then you will be responsible for the return shipment costs back to the UK and shipment costs from the UK to outside the EU.
9.2 Refunds of any money received from you will be made using the same card or payment method originally used by you to pay for your purchase and paid back into the same account.
9.2.1 Customers outside EU requiring refund, Test All Water will not be responsible for any transaction transfer fees or currency exchanges.
9.3 To return a Product for any other reason, see our Returns Policy.
- Returns Policy
10.1 Our Returns Policy forms part of our Terms and Conditions and complies with the Consumer Protection (Distance Selling) Regulations 2000 and the Consumer Rights Act 2015. These Distance Selling Regulations give customers (except in the case of business to business transactions) the right to change their mind and to cancel an order within 14 working days.
10.1.2 You have a statutory duty under the Distance Selling Regulations to take reasonable care of the products whilst they remain in your possession, if you do not take reasonable care and the products are damaged, we may have a claim against you for breach of this duty.
10.2 Unwanted Products.
10.2.1. If you wish to return any product for this reason you must notify us in writing via email at accounts@testallwater.co.uk within 14 working days, after the day on which you received the product.
10.2.2. You are responsible for the cost of returning any unwanted product to us and you must also provide proof of delivery. Customers resident outside the UK, please call us to discuss delivery method. Test All Water will not be liable for any excess unpaid delivery costs. Customers outside EU must cover the cost of return postage to the UK and will not be eligible for recovery of any part of the original transaction shipping fees.
10.2.3. The product must be in the same condition as you received it and returned to us in its original packaging.
10.2.4. When returning a product to us you must take all reasonable care to ensure that items are suitably packaged and protected. The product remains your responsibility until it is delivered and signed for by us. Test All Water do not accept any responsibility for returned goods that are damaged in transit.
10.2.5. For business customers only (for definition of business customer see section 3.2 on our Terms and Conditions Page). If you are a business customer the Distance Selling Regulations’ 7 day ‘cooling off’ period does not apply to you. If you wish to return a product that is not needed or required you must notify us in writing, via email at sales@testallwater.co.uk, within 5 working days after the day on which you received the product.
10.2.6. The product must be in the same condition as when you received it and returned to us in its original packaging. When returning a product to us you must take all reasonable care to ensure that items are suitably packaged and protected.
10.2.7. The product remains your responsibility until it is delivered and signed for by us. You will bear the cost of returning the product to us as well as the original cost to us of sending the product to you.
10.2.8. Any unwanted products returned by business customers will be subject to a 60% (of the product price) restocking fee. Returns are not accepted from business customers for any item that Test All Water are required to specifically order to fulfil the business customer request.
10.3 Incorrect Products. If we have sent you the wrong product(s) i.e. not the one(s) you ordered please contact us in the first instance.
10.3.1. Customers resident outside the UK. Please call us to discuss delivery method. Test All Water will not be liable for any delivery costs which have not been agreed by us in writing via email. If you have to return the product then we will pay the delivery cost incurred by you for returning the items to us and for redelivery of the correct items to you.
10.4. Faulty Products
10.4.1. In line with the Consumer Rights Act 2015, if you believe your goods have been delivered faulty or damaged please contact Technical Support Team for advice via email on the contact us page or telephone us. Depending on the product we may be able to take you through a telephone diagnostic to make sure it is not a problem that can be resolved quickly. If we are unable to resolve the matter by telephone or email we will ask you to return the product to us for testing, please wait for our instructions regarding delivery method for any faulty product returns and we will give you an RMA number (Returned Merchandise Authorisation Number).
10.4.2 Products should be returned complete including all packaging, cables, manuals, etc. for that product. The product remains at your risk until delivered to us and signed for by us. If after testing the product is found to be faulty we will send you a replacement.
10.4.3. If the same product is not available for any reason, we may send you a similar value one as a replacement but we will agree this with you first. If the product is found to be faulty we will pay the delivery cost incurred by you for returning the item back to us and for delivery of any replacement product.
10.4.4. Should a product refund be necessary after a product has been found to be faulty we will refund the cost of the product and the cost of delivery to you, but we will only refund you our standard delivery rate for your product, so if you have chosen to upgrade the delivery method you will not receive a full refund of your delivery costs. We will also refund the delivery cost incurred by you for returning the item back to us.
10.4.5. Customers outside the EU. If you wish to return a defective product to us then you will be responsible for the return shipment costs back to the UK and shipment costs from the UK to outside the EU.
Download our return form from here
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