Returns, Refunds & Warranty Policy

This policy applies to consumer orders placed at brightwaterfilters.co.uk for delivery within the United Kingdom. Your statutory consumer rights are unaffected.

1. Our 90-day returns offer

We offer a 90-day money-back policy on most of our products for change-of-mind returns within 90 calendar days of delivery. Items not returned due to a defect must be returned unopened, in their original packaging, and in a re-sellable condition for health and safety reasons, so as not to jeopardise the hygienic integrity of the water filter. If non-faulty products have been opened, they will only be refunded if proven by our experts to be faulty or damaged upon inspection. Contact us within 90 days of delivery to request a return, then send the goods back within 14 days of notifying us. This is an extended returns offer for unused products, rather than a trial of an installed water filter.

2. Your right to cancel an online order

In addition to our extended offer, you normally have the legal right to cancel an online purchase without giving a reason. Notify us within 14 days after the day you receive your goods. You then have a further 14 days to send them back. You may inspect goods as you would in a shop. Opening the outer packaging alone does not remove your cancellation rights. Where legally permitted, we may deduct an amount reflecting loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. The cancellation right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once their seal has been broken. This exception applies only where the product qualifies; it does not affect your rights concerning faulty goods.

3. Faulty, damaged or incorrect goods

Contact us via telephone or our Contact page if your order arrives damaged in transit, contains an incorrect item, or is faulty or not as described. Include your order details along with proof of any fault or damage (such as photographs). In the event of products being damaged in transit, we will normally replace them, though we may require the products to be returned to us using a proof-of-delivery service. You normally have a right to reject faulty or misdescribed goods for a full refund within 30 days of delivery. After this period, repair or replacement rights apply, with refund or price-reduction rights where required by law. Faulty goods do not need to be in their original unopened packaging, provided the issue is verified upon inspection.

4. How to return an item

Contact us using:

• Email: info@brightwaterfilters.co.uk

• Alternatively: Use the Contact page or telephone at brightwaterfilters.co.uk.

Provide your order number or other proof of purchase, along with proof of any fault or damage where applicable, to confirm the return address and coordinate the best return method. A reason is not required when exercising your statutory cancellation right. We will provide return instructions and confirm the return address. Package goods securely and keep proof of posting. Contacting us for instructions does not make your statutory cancellation dependent on our approval.

Business address: Bright Water Filters

Unit 2, Cysleys Farm

Eastbourne Road

Uckfield

TN22 5QL

United Kingdom

Please confirm the return address with us before dispatch.

5. Return costs, liabilities and refunds

For change-of-mind returns, you are responsible for arranging and paying return postage. For faulty or damaged returns, we will explore the best way to return the product to us and determine if you are required to cover postage costs. In some circumstances where a refund is requested, we reserve the right to deduct up to 20% of the purchase price to cover postage costs. We will not be liable for any delays in delivery, or any resulting losses incurred.

Refunds are made to the original payment method:

• For statutory cancellations: We will refund within 14 days of receiving the goods or evidence that you have sent them back, whichever is earlier. Original standard delivery charges are refunded for full order cancellations, but premium delivery charges are non-refundable.

• For returns under our extended 90-day offer: Original delivery charges are non-refundable, and refunds will be issued within 14 days of receiving and verifying the condition of the goods.

• For rejected faulty goods: Refunds will be issued without undue delay and within 14 days of agreeing that you are entitled to a refund.

6. One-year warranty and liability limits

All our products include a one-year warranty from delivery covering faults arising during normal intended use. Depending on the fault, we may repair the product, replace the faulty part or product, or provide a refund. This does not override any remedy you are entitled to by law.

Warranty Exclusions & Technical Liabilities:

• Normal wear, routine cartridge replacement, and damage caused by misuse or incorrect installation methods contrary to our advice are strictly excluded.

• We will not be liable for any resulting damage caused by products being installed incorrectly. Customers are advised to locate their water mains stopcock prior to any installation and consider installing a water pressure valve.

• We will not cover any costs incurred should you decide to call a plumber or other tradesperson to your address.

• Support is provided by phone and email. Customers must coordinate with staff to identify the cause of the problem; rudeness and verbal abuse toward staff will not be tolerated.

Your statutory rights may continue beyond the warranty period.