RETURNS & EXCHANGE POLICY
We hope you will be delighted with your order. If you are not completely satisfied, you may return items within 14 days of receiving your goods for an exchange or a refund. Returns outside the 14 days window may be accepted at our discretion. Please email us with the details of the items you would like to return and we will provide return instructions.
Please note items must be returned as sent, in their original packaging with proof of purchase and all associated material. Items must be returned as a whole and not as separate parts. Returns that are damaged or scratched will not be accepted and will be sent back to the customer.
Please send all returns Recorded Delivery, as we are unable to accept responsibility for returns unless signed for. Once we have received your return, we will inform you via email. Returns are usually processed within 10 working days. Unfortunately we do not refund any delivery charges incurred. Once the goods are received by us and checked, we will issue a full refund which will be processed on the same credit or debit card used for the purchase. Refunds will be processed within 10 working days of receiving your returned goods and can take up to 5 working days to appear on your card. Original shipping charges will not be refunded. Exchanged items will be sent free of charge.
Please return to:
The Filtered Water Company Returns
28 Alder Grove
Dunfermline KY11-8RP
Scotland
For any assistance, please do not hesitate to contact us at enquiries@thefilteredwatercompanyltd.co.uk
FILTER SUBSCRIPTION POLICY
1. Installation Fee
• A one-time installation fee of £30 (Scotland) or £50 (UK) is required for setting up the water filtration system at the customer’s property. This fee covers the installation service and all parts required for the initial setup.
• The installation fee must be paid in full prior to the installation date.
2. Monthly Subscription
• The customer will be charged £8.99 per month for the ongoing maintenance and support plan.
• Payments will be collected via direct debit only on the agreed date each month.
• This monthly fee covers:
• Annual filter changes
• Free call-outs for troubleshooting and repairs • Any replacement parts needed to keep the system functioning.
3. 1-Year Contract Term
• The initial contract period is 1 year, starting from the installation date.
• The contract will automatically extend by 1 year each time the customer receives their annual replacement filter.
• Customers will be notified before the scheduled filter change to confirm the extension.
4. Annual Filter Change
• The annual filter change is included as part of the £8.99/month plan. The filter will be replaced once every 12 months from the date of installation.
• The customer will be notified in advance to schedule the filter change, and the receipt of the filter will extend the contract by another year.
5. Free Call-Outs
• Customers are entitled to unlimited free call-outs for issues relating to the performance of the filtration system.
• Call-outs cover the diagnosis and repair of issues directly related to the installed filtration system. Any repairs due to misuse, intentional damage, or unrelated plumbing issues are not covered.
6. Parts Included
• All parts required for the installation, annual maintenance, and repairs will be provided at no additional cost.
• Parts not covered include any components damaged due to misuse, tampering, or unauthorised modifications to the system.
7. Cancellation Policy
• Early cancellation is not permitted within the first 12 months of the contract.
• After the first 12 months, customers may cancel at any time by providing 30 days’ written notice.
Still
• If a customer cancels the contract after receiving their annual replacement filter but before completing the subsequent year, they will be responsible for paying the remaining monthly fees for that year.
• The filtration system remains the property of the company and may be removed upon cancellation unless agreed otherwise.
8. Refund Policy
• The installation fee is non-refundable once the system has been installed.
• For the subscription, any prepaid amounts covering future months will be refunded on a pro-rata basis in the event of early cancellation **
For any assistance, please do not hesitate to contact us at enquiries@thefilteredwatercompanyltd.co.uk
