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9. 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 seven 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. 

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 requirement 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. 

Download our return form from here