Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

We do not accept returns for any item purchased after the statutory 14 day cooling off period for online purchases unless the item is faulty or has been erroneously sent or supplied by us.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original unopened packaging.

For any refund a valid proof of purchase/receipt will be required.

For any return questions or to start the Return Process, please email us at contact@westlondon-watersofteners.co.uk. 

The customer must not return items without first starting a returns process. Items sent back to us without first requesting a return, and receiving an agreement, may not be accepted. To request a return please contact us by email at contact@westlondon-watersofteners.co.uk.

If your return is accepted (we believe the item/s were purchase from us and you have stated they are in original unused condition in unopened packaging) we will send you instructions on how and where to send your package. The purchaser is responsible for the shipping cost and safe transport of returns. In the event of an item being faulty or erroneously being sent, WLWS will refund the customer for the shipping cost of returns subject to agreement by us in advance as part of the Returns Process.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If we receive your item/s in original unused condition in unopened packaging your return will be approved and you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Refunds will be promptly and duly made on goods notified for return within the 14 day window and returned in good and resale-able condition.

Items ordered in error by the customer and requested for collection by West London Water Softeners Local Delivery Service will be subject to a collection charge of 10% of the value of the order to cover transport, handling, and restocking costs. Items returned to us by the customer or their chosen carrier under the above Returns Process will be restocked free. In the case of returned salt orders any opened packages of salt will not be refunded.

Damages and incorrect items

Please inspect your order upon receipt and contact us within 3 working days if you believe the item is defective, damaged or if you believe we have sent the wrong item, so that we can evaluate the issue and make it right.

In the event of goods being faulty, WLWS reserve the right to repair the item, or supply a replacement at our discretion.

The customer is responsible for the cost of returning unwanted items to us unless they have been sent in error by us or are faulty in which case West London Water Softeners will reimburse the customer for the return postage cost. Please contact us on contact@westlondon-watersofteners.co.uk to arrange for a shipping label. The customer must obtain agreement from West London Water Softeners as to the cost of their return postage before purchasing the postage.

Exceptions / non-returnable items
We do not accept returns on water softeners once the box has been opened unless we later deem the item to have been faulty or incorrectly supplied by us. This is because the product is wet tested at the factory during the manufacturing process, so once opened we are unable to ascertain whether or not the softener has been installed and used, or mistreated or incorrectly installed, and whether contaminants have been allowed to enter the unit if for example the existing hoses have been connected without being properly flushed. For this reason once a water softener has been unpacked we consider it a used item and possibly contaminated. Please get in touch before opening the packaging on your water softener if you have questions or concerns about your specific items and its suitability.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Salt Exchanges. In the case of salt exchanges where the customer has ordered the wrong type of salt (for example the customer has ordered Block Salt instead of Mini Curve). If the error is realise before delivery please contact us immediately and your order will be cancelled free of charge. If you have already received the order please order the correct salt and request a collection and refund in the order Notes section stating the order number for the wrong order. Please then leave your wrong order out for collection. The wrong order will be collected when the correct order is delivered. Your wrong salt order will be refunded minus a 10% (of the order value) collection charge and minus the value of any open packages of salt.