Returns & Refunds

At Waterwise Pumps, we know things don’t always go to plan, and sometimes you might need to return something. Here’s what you need to know about sending items back to us and how refunds are handled.

Title

1. Distance Selling Regulations

2. Changed your Mind

3. Damaged or Faulty

4. Exchange

5. Manufacturer Supplied Goods

6. Summary

1. distance selling regulations

When you order from us online, by email or over the phone, you're protected by UK Distance Selling and Consumer Contracts Regulations. These give you the right to cancel your order within 14 days of receiving your goods. Just let us know via email or phone, and we’ll take care of the rest.

2. changed your mind

If you’ve simply changed your mind, you can return your item to us, provided it’s unused, unmarked and in a re-sellable condition. Wherever possible, please return it in its original packaging with all accessories. You’ll need to cover the return postage, and we may apply a small restocking fee (usually around 10% of the product cost).

3. damaged or faulty

If something’s arrived damaged, faulty or not quite right, please get in touch straight away. We may ask for photos to help us resolve the issue efficiently. If it’s our mistake, we’ll arrange collection or refund reasonable postage costs, and send out a replacement at no extra charge.

4. exchange

Need a different size or type? No problem. Let us know what you need and we’ll confirm if there’s a price difference. Once we receive the original item back in good condition, we’ll get the new one sent out promptly.

5. manufacturer supplied goods

Some larger items, like treatment systems, septic tanks and rainwater harvesters, may come direct from the manufacturer. In those cases, returns will follow the supplier’s own policies, but we’ll help guide you through the process.

6. summary

You’ve got 14 days from receiving your order to let us know if you’d like to cancel or return it. Refunds (excluding delivery charges) are processed once we’ve received and inspected the goods. Just drop us an email at enquiries@waterwisepumps.co.uk or give us a call on 01872 228447 and we’ll help you sort it.