Refund policy
11. Returns, refunds and product issues
11.1 Contacting us about an issue
If you have an issue with any product or service supplied by Test All Water Limited, including a faulty product, damaged delivery, incorrect item, missing item, or problem with a service provided, you must contact us as soon as reasonably possible using the contact details provided on our website, order confirmation, invoice, or other correspondence.
To help us investigate the issue, we may ask you to provide reasonable information, including photographs, videos, packaging details, delivery information, order numbers, batch numbers, sample details, or any other relevant information available to you.
11.2 Incorrect, missing or damaged product
If we have supplied incorrect products, missing items, or products that have been damaged before risk passed to you, we will investigate the issue and provide an appropriate remedy in accordance with your legal rights and these Terms and Conditions.
Where required, we may ask you to retain the products, packaging, labels, or other relevant items until our investigation has been completed.
You must not use, alter, dispose of, or modify products that are subject to a complaint unless we have agreed otherwise or this is required by law
11.3 Faulty products or products not as described
If a product is faulty, defective, or does not match the description or specification agreed as part of the Contract, we will assess the issue and, where appropriate, provide a repair, replacement, refund, credit, or other remedy in accordance with your legal rights.
Where necessary, we may require the product to be returned for inspection or testing before confirming the appropriate remedy
Where a return is required because the product is faulty, damaged before risk passed to you, not as described, or incorrectly supplied, we will cover reasonable return costs where required by law or where agreed by us in advance.
11.4 Returning products
Where a return is agreed or required, we will provide instructions for returning the product.
Unless the return is due to a fault, damage, incorrect supply, or another reason where we are responsible, you are responsible for ensuring the product is safely packaged and returned using an appropriate delivery method.
Products returned to us must include all relevant components, accessories, packaging, instructions, labels, and documentation where applicable.
11.5 Inspection and assessment
Any returned product may be inspected to determine the nature of the issue and whether a refund, replacement, credit, repair, or other remedy applies.
We are not responsible for issues caused by misuse, incorrect storage, failure to follow instructions, accidental damage, contamination, modification, alteration, or use outside the intended purpose of the product.
11.6 Laboratory analysis, sampling and services
Due to the nature of laboratory analysis, sampling, testing, monitoring, and other services provided by us, refunds or cancellations may be subject to the provisions set out elsewhere in these Terms and Conditions.
Where laboratory analysis, testing, sampling, monitoring, or other services have commenced, been completed, or costs have been incurred, refunds may not be available except where required by law or where we have failed to provide the service in accordance with the Contract.
Where results, reports, or analysis are affected by incorrect, incomplete, contaminated, or improperly collected samples supplied by you, we will not be responsible for any resulting delay, additional cost, or inaccurate result, except where caused by our negligence or breach of contract.
11.7 Refund
Where a refund is due, we will normally refund the payment using the original payment method unless otherwise agreed.
Consumer refunds will be processed in accordance with applicable consumer protection law and the Consumer Cancellation Rights section of these Terms and Conditions.
We are not responsible for delays caused by banks, payment providers, currency conversion, or other third-party payment processes.