Returns

Returning Your Water Filters

If you would like to return your order, it's absolutely no problem at all.

But first, please note if this is due to a technical issue we can usually solve these easily - and it might save you time and effort.

In this case please call us on 020 8761 6611 (+44 for international) during UK office hours, or shoot us a quick email anytime.

But if you prefer to return your order right away it's no problem.

(Please note this assumes you're within the 90-day money-back guarantee window. If not, please contact us. We might be agreeable if you're only a bit over the deadline or you have genuine special circumstances.)

1) Where to send it:

Please send it to:

UKWF Returns
c/o Parcel Ship
Coates Farm
Retford
DN22 0HA

IMPORTANT NOTE

DRY the filter out. Under no circumstances return it wet.

2) What to tell us

Please include a note with your NAME and POSTCODE printed clearly.

3) When will you get your refund?

We will refund you for your water filter plus any postage costs* within a week or so of return (refunds are usually done on Fridays).

4) How to Return Your Order

You must use Royal Mail or Parcelforce tracked service.

We'll refund you up to a maximum of £15 for the return postage cost. (i.e in addition to the product refund)

The cost for Royal Mail should be less than £15

Please use second class and don’t buy their insurance.

Please note we will only pay for the return postage cost for items coming from the UK.

How to speed up your refund.

Once you have sent the unit back simply email us proof e.g. a pic of the Post Office / Royal Mail / Parcelforce Receipt

We might refund you as soon as we get that!


Using Your Own Courier?

If you decide to use your own courier, make sure it is all fully tracked and that there won't be any doubt about delivery (which is why we prefer Royal Mail) 

You must send us the full Tracking details (carrier’s website and tracking number) and a clear picture of the receipt. 

Important note: If you choose to return your order using your own courier we will only refund you up to a maximum of £15.


Note re Large / High Value Products

Some of these large items should not be returned directly to us.

You will need to ask us for the return address.

Please note that large / high value products - defined as those costing more than £100 - must be returned in their original condition or at least in a reasonable i.e. reusable condition.

*Please see our Terms and Conditions

Read more about what if there's a problem

IMPORTANT NOTE

No vistors allowed

Unfortunately owing to strict insurance terms we are not allowed to receive any visitors at our premises.

This includes anyone returning an order and/or who wants to talk with us face-to-face or over the door way intercom.

We will not be held liable for any claims resulting from vistors without appointments that have been confirmed in writing.

Any goods left at the main address without prior arrangement confirmed in writing will be left at your own risk.

Please rest assured that we are real people who are responsive and available on the phone and by email. However in these days of "no win no fee" claims our insurance company insists on these terms.

Thank you for your understanding.