Waterials is thriving in providing excellent levels of customer service. We make every effort to fulfill valid requests for returns and will refund authorized returns as soon as possible.
Please do not return any goods without contacting us first to discuss the details of the return. No goods will be accepted without our previous authorization.
Please note returns will not be processed without a dispatch/delivery or invoice number.
The Buyer shall inspect the goods immediately upon delivery and notify the Seller of any damage or shortage. By accepting the goods, the Buyer or his agent discharges the seller from any liability in respect of shortage and of loss or damage to the goods. If the Seller is satisfied that there is such damage, defect or shortage, it may at its discretion replace or repair the goods in a reasonable time, or credit the Buyer with their price. The Buyer will, if so requested by the Seller, return goods, which it believes are damaged or defective at the buyers expense. Where the Seller is satisfied that delivered goods are damaged or defective, the Buyer will not be entitled to refuse either to take delivery of or to pay for other goods delivered by the Seller.
If returning an item due to a fault, some manufacturers will require the goods to be sent to them to determine if the fault was caused by a manufacturing defect or incorrect installation. In some cases, inspection fees will apply from the manufacturer’s side, which will be covered by the Buyer. If the item’s failure was caused by a faulty installation or exploitation of the unit, no refund will be provided. If the fault was a manufacturing fault, a replacement or credit will be provided. Carriage costs will be covered by the Buyer. If you need to return goods to us for repair / replacement, please ensure they are carefully cleaned, drained of all fluids and packaged suitably for transit.
If your order has already been invoiced and shipped, no cancelation is possible.
The customer may cancel the order at any point prior to production or dispatch in case of existing stock. If the items are in stock at the manufacturer, restocking fees might apply. In this case, the customer will cover the restocking fees.
The Buyer will be deemed to have satisfied itself, from its own investigations prior to ordering the goods, that the goods have the functional capability required by the Buyer.
If accepted, goods ordered incorrectly must be returned as sold in their original packaging. All items must not be used or have been installed, otherwise a refund/exchange will be refused. Shipping charges and restocking fees (applied by the manufacturers) for incorrectly ordered goods will be paid by the customer.
We cannot accept responsibility for goods which are damaged or condemned by the courier.
Consumables, bespoke items and goods made to measure or cut to length, cannot be returned.
Our warranty covers defects in goods for 12 months (or more if stated) after the date of invoice.
Carriage costs, consequential loss, engineer call outs, miss-use, accidental damage, consumable items (hoses, filter media, resins, membranes…etc) are not covered by warranty.