Returns & Refunds

Last updated: 1 August 2026

We want you to end up with the right filter, not just a filter. This policy explains how returns and refunds work, and your statutory rights.

Complete before advertising: the store owner must confirm the return postage arrangement and the return address in the placeholders below, and check that the stated windows match actual practice. Ad platforms require a clear, accurate return policy.

Your right to cancel (UK)

If you are a consumer in the UK, you have a legal right to cancel most online orders within 14 days of receiving your item, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You then have a further 14 days to send the item back.

We offer a 30-day return window from delivery, which exceeds that minimum.

Condition of returned items

Water filters are food-contact products, so condition matters more than it does for most goods:

• Unused and unopened items can be returned within 30 days for a full refund.
• Opened but unused items — where the machine has been unboxed but no water has passed through it and no cartridge has been wetted — can be returned, but please repack carefully with all accessories.
• Used filters and wetted cartridges cannot be resold for hygiene reasons and so cannot be returned unless faulty. This does not affect your rights if the item is faulty, damaged or not as described.

You are entitled to inspect an item as you would in a shop. If you handle it beyond that and reduce its value, we may make a proportionate deduction from your refund, as the regulations allow.

How to return an item

1. Email us at hello@cleanwaterfilters.co.uk with your order number and tell us you'd like to return your item.
2. We'll confirm the return address and next steps.
3. Send the item back in a resaleable condition, ideally in its original packaging. Keep your proof of postage.

Return postage: [PLACEHOLDER — state who pays return postage, e.g. "customer covers return postage unless the item is faulty".]

Return address: [PLACEHOLDER — full return address.]

Refunds

Once we receive and check your return, we'll refund you within 14 days to your original payment method. Standard delivery charges are refunded in line with your statutory rights; if you chose a more expensive delivery option, we refund the standard rate.

Faulty or incorrect items

If your item arrives faulty, damaged, or not as described, contact us and we'll put it right at no cost to you — a repair, replacement, or refund. Under the Consumer Rights Act 2015 you have a short-term right to reject a faulty item within 30 days of delivery. This does not affect your other statutory rights.

Replacement cartridges

Sealed replacement cartridges can be returned unopened within 30 days. Once the seal is broken they cannot be resold and are non-returnable unless faulty.

Contact

Questions about a return? Email hello@cleanwaterfilters.co.uk or see our contact page.