Refund policy

1. DEFINITIONS

1.1 Water Filter Store

WATER FILTER STORE TERMS AND CONDITIONS

1.2 Consumer

Shall be a reference to the individual, company, partnership, or other body that purchases the Goods from Water Filter Store and does not extend to third parties whom may become the ultimate user of the product;

1.3 Goods

Shall be reference to any product sold or supplied by Water Filter Store, including any product developed by Water Filter Store or purchased by Water Filter Store from another source.

1.4 Terms

These Terms and Conditions set out here, set out the Terms of the contract between Water Filter Store and the Consumer in the supply of all Goods by Water Filter Store to the Consumer. Variations of these Terms and Conditions will only apply if agreed in writing with Water Filter Store

1.5 Formation of the Contract
The contract will be formed when one of the following events occurs;

• • •

1.6
The subject matter of the contract will be detailed in one of the following formats;

▪ If ordering Goods using the Water Filter Stpre website, the subject matter of the contract are those Goods listed in the Consumers online cart.
▪ If ordering Goods over the telephone, the subject matter of the contract are those Goods requested by the Consumer to, and confirmed available to the Consumer by, the telephone operative of Water Filter Store.

If ordering Goods using the Water Filter Store website, the contract is formed when the Consumer confirms payment for the Goods listed in the online cart of the Consumer.

If ordering Goods over the telephone, the contract is formed when the Consumer provides and authorises use of payment details to the telephone operative acting on behalf of Water Filter Store.

If ordering Goods using an order form in a face to face situation, the contract is formed when the Consumer signs the order form.

Subject matter of the Contract

▪ If ordering Goods using an order form, the subject of the contract are those Goods as set out in the order form.

1.7 Price and Payment

The price of the Goods that are the subject matter of the contract shall be the price referred to on the website and/or order form and/or standing order mandate and/or by the telephone operative of Water Filter Store. If the Goods are ordered using the Water Filter Store website and/or an order form and/or over the telephone, the Payment for the Goods is due immediately upon formation of the contract. If the Goods are ordered using a standing order mandate, payment for the Goods are to be made in the manner prescribed in the standing order mandate or any accompanying literature. If one of the payments is not made in accordance with the manner set out in the standing order mandate, or any accompanying literature, that payment becomes due immediately together with any payments that were due to be paid at a later date.

2 DELIVERY, PACKING AND HANDLING

2.1 Any date quoted for delivery of the Goods are approximate only and Water Filter Store shall not be

liable for any delay in delivery of the Goods, howsoever caused.

2.2 Delivery shall take place by such method as Water Filter Store may, in its absolute discretion decide,

to the delivery destination, on or as close to the delivery date as is reasonably practicable in all the

circumstances.

2.3 In the event that the Consumer requires a delivery on a day or time outside of Water Filter Store

normal delivery hours (Monday to Friday, 0830 – 1800), Water Filter Store reserves the right to make an

additional charge that will reflect the actual charge being raised by the agent making the delivery and shall

advise the Consumer of any such additional charge when the order is confirmed. For the avoidance of

doubt, the delivery date is approximate only, and time shall not be of the essence for delivery.

2.4 Delivery of the Goods shall be deemed to have taken place when they have been delivered to the

delivery destination as nominated by the Consumer.

2.5 In the event that payment for the Goods has been, or is to be, made using a debit or credit card, then

Water Filter Store reserves the right to only deliver the Goods to the registered address of the card holder

of that card.

2.6 If, for any reason, the Consumer is unable to accept delivery of the Goods when the Goods are due

and ready for delivery, then Water Filter Store may, in its absolute discretion, arrange the storage of the

Goods and the Consumer shall be liable to Water Filter Store for the reasonable costs (including insurance)

of such storage. After a period of six months from date of placing the order and the formation of the

contract, Water Filter Store reserves the right to dispose of the Goods in these circumstances. A 30 day

notice of intention of disposal will be given. This provision is without prejudice to any of Water Filter Store

rights in relation to a failure by the Consumer to take delivery of the Goods or pay for them in accordance

with the Terms of the Contract.

2.7 Water Filter Store reserves the right to add a packing and insurance charge to any order to protect

any Goods during transit.

2.8 Refusing Delivery

In the event of a Consumer refusing delivery, Water Filter Store reserves the right to charge in full for the

attempted delivery and additionally, the cost of having the goods returned to Water Filter Store. These

charges will be deducted from any monies due as part of a refund. Where delivery is being made to a third

party, the onus is on the Consumer making the purchase to ensure that the third party is aware of the

delivery details. In the event of a third party refusing delivery, the full cost of delivery and collection will be

deducted from any monies due as part of a refund to the purchaser.

Where delivery has been attempted to a third party (and refused) Water Filter Store reserve the right to

deliver the goods to the premises of the Consumer placing the order for any subsequent attempts at

delivery.

2.9 Delivery/Shipping Offers

3. BREAKAGES, DAMAGES AND INCORRECT ORDERS

4. RETURNS

Water Filter Store reserve the right to make special offers on delivery/shipping from time to time. These

offers are limited to the UK mainland only. They specifically exclude shipping to the Scottish Isles and

Highlands, Jersey, Guernsey and the Channel Isles, the Isle of Man and Northern Ireland. Orders shipped

to Europe, including the Republic of Ireland and the rest of the world are also specifically excluded from

these offers.

Water Filter Store must be notified of any damage or defect in the quality or condition of the Goods, or any incorrect products or a shortage of products within 24 hours of receipt of the Goods by the Consumer. This is required via email to sales@easyh20.co.uk for photographic evidence of any breakage, damage or error should be supplied via email, as and when requested. We are unable to replace or refund an item that has been damaged, where notification falls outside of the 24hour receipt window.

4.1 Cancellation prior to despatch.

If the Consumer wishes to cancel the order prior to dispatch (excluding standing order arrangements) we will endeavour to refund the payment in full within 14 days. The Consumer may cancel the order at any point prior to dispatch. This must be done via telephone in the first instance and followed up by email, as there can be no guarantee that the email will be read in time to stop the order being processed. If only an email notification is received, no guarantee can be given that the order has been cancelled prior to despatch and delivery charges will still be incurred. The customer is responsible for returning the product(s) at their own cost.

4.2 Cancellation after receipt of Goods – 14 day cooling off period – ordered via the Water Filter Store website and/or via the telephone.

The Goods must have been ordered via the Water Filter Store website and/or via the telephone. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations will apply.

4.2.1 The Consumer must tell Water Filter Store that they no longer require their Goods, within 14 days of delivery, via email to sales@easyh2o.co.uk or in writing using recorded delivery. No other form of communication for returns can be accepted.

4.2.2 Consumers will be issued with a returns code and detailed instructions as to how to return the goods on receipt of their email/letter. We aim to provide a returns code within 48 hours of request, where possible.

Return codes are valid for 14 days only.

Failure to use a specific Water Filter Store Returns Code issued for the sole purpose of the return of specific goods may result in the goods being refused. We will be unable to issue a refund in these circumstances.

Failure to return the goods within the specified time frame will result in the goods being refused and returned to the sender. We will be unable to issue a refund in these circumstances.

Return codes are issued for specific items only and cannot be used for a non authorised return or any other purpose. If additional goods are returned that do not have authorisation, the items will remain the property of the consumer and the onus will be on the consumer to retrieve the items(s) from Water Filter Store.

Unauthorised returns are not eligible for a refund in any circumstances.
After a period of 30 days Water Filter Store reserve the right to dispose of unauthorised

returns with no further communication with the owner of the goods.

4.2.3 The Goods must not have been installed or used in any way.
4.2.4 Consumers exercising their right to cancel after the Goods have been delivered, will be responsible for returning the Goods at their own cost and in a re-saleable condition. Returned Goods will only be accepted if they are returned in their original packaging, complete, unused and with all instruction manuals. Goods must be in a condition to be able to return to stores, as new, which includes free of odour. Where repackaging is necessary on a returned item, a repackaging charge will be raised. Details of charges will be included in the email notifying the Consumer of their Returns code.

4.2.5 The Consumer has a statutory duty to take good care of the Goods during this 14 day cancellation period and to return the Goods to Water Filter Store.

4.2.6 Water Filter Store reserve the right to retain any costs incurred in delivering the Goods to the Consumer as part of the original delivery.

4.2.7 Consumers are responsible for obtaining proof of delivery, insurance during transit and proof of receipt of returned Goods with their courier company. Water Filter Store can accept no liability for Goods received damaged on return or non-arrival of Goods.

4.2.8 Partial Returns. Where Goods are purchased as part of a promotional package and are retained by the Customer, Water Filter Store reserve the right to re-charge the items at normal retail price.

4.2.9 Where Goods have been purchased as part of a special offer (where an item or items have

been part of a discounted package) if a customer opts to return part of the discounted package, the refund due on the returned item will be the discounted price and not the full price. Water Filter Store reserve the right to request all items of a discounted package to be returned for refund in certain circumstances.

4.2.10 Where Goods are being returned, Water Filter Store reserves the right to incur charges of up to £35.00 to cover new packaging including but not limited to, the examination of the goods and any administration costs.

4.2.11 All refunds will be processed within 14 days from receipt of returned Goods, subject to the Terms of Return being fulfilled, as detailed in section 4 of these Terms and Conditions.

4.2.12 Refusal of Goods at point of delivery (for any reason). Should items be refused at point of delivery, Water Filter Store reserve the right to deduct all transportation costs from any refund that might be due.

4.3 Exemptions
There are circumstances where we are unable to accept a return/offer a refund.

4.4.1 Orders placed at a Trade Show or other face to face environments are not eligible for cancellation and/or refund, in any circumstances. The Consumer Rights Act of 2015 refers.

4.4.2 Bespoke/Special order Goods made to consumers own specifications cannot be returned, in any circumstances, unless faulty. In the case of a fault to bespoke/special order items, a replacement will be supplied, subject to fault testing and necessary checks by WATER FILTER

STORE.

4.4.3 Goods that are sealed for health protection and hygiene reasons. We do not specifically accept Reverse Osmosis units and associated replacement filters and membranes for returns/refunds due to hygiene reasons.

4.4.4 Business to Business Transactions

Where a purchase is a ‘business to business’ transaction, Water Filter Store reserve the right to charge a maximum of 35% of the total value of the order for restocking/rehandling. This is in addition to any transportation charges raised where goods have been returned/rejected as at point 4.2.12 in these terms and conditions. Actual transportation charges will be deducted from any refund due, regardless of whether a transportation fee was charged at point of sale, or not.

5 WARRANTY

Should an item become faulty and Water Filter Store accept the item for investigation, the item will remain the property of the Consumer during the investigation. As such Consumers are agreeing to accept their Goods back at the end of the investigation and subsequently pay for their return, should no fault be found. This forms part of the agreement to our Terms and Conditions in accepting Goods under our Warranty Agreement. Warranty cover can be parts only, labour only or a combination of parts and labour with finite time periods and is specific for each product. Water softener resin is not covered by any warranty.

5.1 Water Filter Store warrants to the Consumer that if the Goods are or become defective and that

5.1.1

if in the opinion of Water Filter Store, the defect is due to faulty materials or workmanship, Water Filter Store will from the date of sale of the Goods to the Consumer, and during the warranty period, appropriate to the Goods as advised by Water Filter Store upon formation of contract, repair or replace, at its sole option, free of charge, the Goods, any such defective component part of the Goods, subject to the following Terms:

The Goods must have always been used in accordance with the installation and operating instructions issued by Water Filter Store, including and not limited to the following:

The unit is properly sized and purchased from Water Filter Store
The unit has been correctly installed in accordance with our installation instructions and

operating specification including water pressure and water flow.
The unit has been used for normal domestic purposes only using municipal water supply.

The unit has been correctly maintained in accordance with our specific instructions
The unit has not been serviced, maintained, repaired, taken apart or tampered with by any

person not authorised by Water Filter Store.

5.1.2 The Water Filter Store warranty only covers breakdowns or faults due to defect in materials or

workmanship. It does not cover Acts of God, wear & tear, gradual deterioration in performance, failure caused by, connection to incompatible equipment, ingress of
moisture, fluid or foreign bodies, physical or electrical stress, connection to an
electrical supply for which it has not been adjusted, lightning strike, incorrect storage, operation or use of the product in unsuitable environments or inappropriate
applications, incorrect installation, lack of regular routine servicing and maintenance, accidental damage or damage caused by negligence or misuse, items considered by Water Filter Store to be of a consumable nature, usage of parts or consumables not approved

by Water Filter Store, unauthorised modification, incorrect adjustment or repair and servicing by persons other than those contracted by Water Filter Store.

Water Filter Store reserve the right to withdraw/discontinue any warranty/service activity should any of the situations covered in 5.1, 5.1.1, or 5.1.2 are invoked.

5.4 Should a breakdown occur, and replacement Goods are provided in place of a repair
to the original Goods, the replacement Goods shall be regarded as a like for like replacement and the balance of any remaining warranty period will transfer to the replacement Goods. Subject to product availability, Water Filter Store reserves the right to provide a fully refurbished exchange unit as the replacement Goods. Should this

remedy be unavailable, an alternative model will be provided as the replacement Goods. If an alternative model is provided it will be of the same or of a higher specification than the Goods replaced. When replacement Goods are provided, ownership of the replacement Goods will vest in the Consumer and ownership of the replaced Goods will vest in Water Filter Store.
5.5 Lost in transit

The responsibility of returning goods for investigation/repair remains with the owner of the goods (the Consumer). As such it is important that the owner arranges insurance against loss or damage.

Should Water Filter Store arrange carriage, for any reason, which results in loss or damage, Water Filter Store reserve the right to replace the damaged/missing unit with a like for like (not new for old) alternative.

Replacement Goods are provided in place of a repair to the original Goods, the replacement Goods shall be regarded as a like for like (not new for old) replacement and the balance of any remaining warranty period will transfer to the replacement Goods. Subject to product availability, Water Filter Store reserves the right to provide a fully refurbished exchange unit as the replacement Goods. Should this remedy be unavailable, an alternative model will be provided as the replacement Goods. If an alternative model is provided it will be of the same or of a similar specification than the Goods replaced. When replacement Goods are provided, ownership of the replacement Goods will vest in the Consumer and ownership of the replaced Goods will vest in Water Filter Store.

In the case of lost, missing or damaged Goods, ownership will revert to Water Filter Store at such time as an alternative has been provided to the Consumer. This is regardless whether the lost, missing or damaged unit is recovered or not.

5.6

5.7

5.8

5.9

5.10

5.11

5.12

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• •

The sole and exclusive remedy under this warranty against Water Filter Store is for the repair
or replacement of the Goods or replacement of any defective parts excluding water softener resin. No other remedy, including, without limitation, incidental or consequential damage or loss of whatsoever nature shall be available.

This warranty is made available to the Consumer who is the initial purchaser of the product, from date of purchase, provided that appropriate proof of purchase can be produced. Warranty is not transferable and the place of performance of any service provided under this warranty shall be within the UK and Ireland only. Warranty with Water Filter Store is ‘Return to Base’ in all circumstances

Water Filter Store shall not be liable for installation or removal or de-installation or re-installation of the Goods or for call out charges. Water Filter Store shall not be liable for collection or delivery charges relating to an equipment repair or replacement or for any loss, consequential or otherwise caused by a delay in the performance of services provided for under this warranty and at its sole discretion, subject to Terms prevailing at the time be they territorial or otherwise reserve the right to withdraw in part or total, other services which may have been offered from time to time. Water Filter Store do not provide an alternative or ‘loan’ unit whilst the Consumers goods are being investigated.

It is the Consumers responsibility to arrange for the return of the Goods to Water Filter Store. This includes the cost of secure packaging, insurance to cover the Goods during
transit from the Consumers address to Water Filter Store and the cost of shipping the Goods. The Goods remain the property of the Consumer during any fault-finding procedures instigated by Water Filter Store.

Should the Goods be deemed to be faulty and covered under the warranty arrangement, then the cost of returning the Goods to Water Filter Store will be reimbursed subject to a maximum amount. Receipts will be required for reimbursement of costs. Water Filter Store will cover the cost of returning the Goods, once repaired, to the Consumer.

Where Goods are deemed to be ‘fault not found’, the packaging, insurance and transit costs will be the responsibility of the Consumer, the owner of the Goods. Water Filter Store reserve the right to charge the Consumer for the cost of returning Goods, including insurance, additional packaging and subsequent charges for storage and Goods disposal should the Consumer decide to not accept the return of their Goods, for whatever reason.

The warranty does not cover;

Component parts that due to their nature become worn and are expected to be replaced in normal use
Component parts such as filters and lamps that have a finite life and need to be replaced as part of a regular maintenance routine

Equipment that has been in use for more than a specified period or operated for more than a specific number of hours as advised by Water Filter Store at the outset of purchase or during the life of the product. The onus is with the consumer to check this specific period by contacting Water Filter Store
Equipment or parts not supplied by Water Filter Store or through an approved UK or Ireland Reseller.
Equipment that requires regular replacement of key parts within certain timescales where;

▪ replacements have not been fitted, 7

▪ replacements have been fitted incorrectly,
▪ wrong parts have been fitted
▪ where timescales for changing replacement parts have been exceeded.

Damage resulting from transportation, improper use or neglect, including not being filled with water softener salt, using incorrect salt, (for water softeners) the introduction of foreign bodies by whatever means
Units not installed in accordance with local regulations.
Units installed in such a way that access for service/removal is restricted, including non installation

of a bypass facility. In these cases, the customer must arrange to have a bypass facility added post

installation in order to facilitate the removal of the softener, if there is a warranty issue with the unit.
Resetting the programmer in the event of: power failure or incorrect programming, or when the

influent water hardness or number of people in the household changes.
Units which are improperly installed, faulty plumbing or faulty electrics.
Units installed outside UK mainland.
Units installed in commercial premises, unless specifically configured and sold for commercial use,

which must be stated at time of sale and annotated on the original order.
Units that are subjected to extreme environments, without correct protection, that would result in

damage to the unit

Water Filter Store reserves the right to withdraw warranty absolutely in these circumstances and to make any necessary repair chargeable for both labour and parts.

Nothing in this express warranty affects the statutory rights available to the purchaser of this equipment.

Any faults which are not attributable to the unit but due to faulty installation or operation will be chargeable, where they can be rectified or not.

6 DISCLAIMER

The provisions of this disclaimer shall be for the sole benefit of Water Filter Store. All Goods are sold or supplied for use on water supplies only and should not be used for any other purpose. The Consumer of any Goods is continually responsible for the thorough verification of the potential risks associated with and suitability for the use of the Goods. Water Filter Store provides no warranty, and it shall not be implied, whether through any description or otherwise, that any Goods conform to, or are suitable for any specific purpose, unless written confirmation of such a warranty as to suitability of the Goods for purpose addresses specific Goods and Consumer.

6.1 Water Filter Store may recommend to a Consumer, specific Goods. These recommendations are based solely upon the information received by Water filter Store from or on behalf of the Consumer. Therefore, any recommendations by Water Filter Store to a Consumer in relation to any Goods shall be provided only as an opinion and shall not be construed as an express or implied warranty as to any recommendation given, unless written confirmation of a warranty to that effect is provided by Water Filter Store to the Consumer and the Consumer is referred to the clause immediately preceding this. Water Filter Store takes no responsibility for evaluating the safety or risk levels of any Goods, nor have any Goods been evaluated for safety by the Foods Standards Agency, any government department, or any other agency.

6.2 Where a Consumer is seeking help (spare parts or other assistance) for any unit not supplied by Water Filter Store, the Consumer accepts that such assistance (and/or advice) is given in good faith on the part of Water Filter Store. When purchasing parts for a non Water Filter Store

supplied unit, the Consumer accepts that any supply of such parts is at their own risk. If it is subsequently found that supplied parts are incorrect, the Consumer accepts that any request for refund will always be at the discretion of Water Filter Store.

7 TITLE

Title in the Goods will remain with Water Filter Store until cleared funds are received by Water Filter Store in relation to the payment for the Goods.

8 RISK

If it is agreed that the Goods will be delivered to the Consumer, the Goods will be on the Consumers risk upon delivery to him. If it is agreed that the Consumer will collect, the Goods will be on the Consumers risk upon collection by him. If the Consumer is returning Goods by delivery to Water Filter Store, the Goods will be on the risk of Water Filter Store upon delivery. If the Consumer is returning Goods by Water Filter Store collecting the Goods, the Goods are on the risk of Water Filter Store upon collection.

9 DATA PROTECTION

Under the Data Protection Act, and the more recent General Data Protection Regulation, we have a legal duty to protect any information we collect from you. We keep strict security standards to prevent any unauthorised access to it. We collect Consumer’s details, included but not limited to their address, contact information, purchases and any communication that passes electronically or otherwise. Cookies are pieces of data that are often created when you visit a website, and which are stored in the cookies directory of your computer. Cookies are created when you visit our site. Our cookies store a random number on your computer to help us count the number of times users return to our site. The cookies do not contain any personal information about you, and they cannot be used to identify an individual user. You can set your browser not to accept cookies. We do not pass on any personal information you have given us to third parties. This privacy policy applies only to our site, so you should always be aware when you are moving to another site and read the privacy statement of any other site(s) that collect personal information about you. We do not pass on any personal information you have given us to any other site. Where you are directed to our website site from another site (for example a search engine) we may receive personal information relating to you from the other site(s). You should read the privacy policies applicable to such sites as these will govern the use of any personal information that you provide when accessing such sites and which is provided to us. If you wish to see our records of any correspondence you have sent to us, or if you have a query or complaint about this privacy policy or about the site, you can contact us by email. If this privacy policy changes in any way, we will place an updated version on this page. Regularly reviewing this page ensures you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties. We reserve the right to contact you regarding essential replacement products and servicing that will ensure the equipment we have supplied you with, will continue to operate at optimum performance, ensuring your health and wellbeing.

10 RESTRICTION ON USE OF THIS SITE AND ITS CONTENT

The Site is owned and operated by us. All materials appearing on the site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly, and arrangement thereof, are the sole property of us. We authorise you to download and print documents and portions of documents, including but not limited to information published by us on the site and expressly labelled as "downloadable", solely for personal viewing and browsing purposes. However, any technical information that you download is also governed by these Terms and Conditions. You agree not to change or delete

any copyright, trademark, or other proprietary notices from any copy of these documents which you download or print.

11 GENERAL

The contract shall be governed and construed according to the laws of England and Wales and the parties submit to the exclusive authority of the Courts of England and Wales. If any provision in these Terms and Conditions is held to be illegal, invalid, or unenforceable, such provision shall be fully severable, and these Terms and Conditions shall be construed and enforced as if such illegal, invalid, or unenforceable provision had never been a part of these Terms and Conditions. The remaining provisions of these Terms and Conditions shall remain in full force and effect and shall not be affected by the illegal, invalid, or unenforceable provision or by its severance from this these Terms and Conditions. The masculine gender shall include the feminine gender and the singular shall include the plural and vice versa.

Equally those Consumers who contact Water Filter Store by phone and place an order, will receive an email to confirm their order. These Terms and

Conditions will also form a contract relating to the Terms and Conditions as part of their verbal purchase. -End-

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Refund policy