Refund policy

Water Technology Systems Ltd.

Terms & Conditions of Sale

Last Updated: [18-02-26]

1. Introduction

These Terms & Conditions apply to all sales of goods supplied by Water Technology Systems Ltd. (“we”, “us”, “our”) whether via our website, telephone, email or pro-forma invoice.

By placing an order, you agree to be bound by these Terms.

These Terms do not affect your statutory rights under UK law.

2. Overseas Orders (Including Republic of Ireland & EU)

Since the UK’s exit from the European Union, customs procedures apply to orders shipped outside mainland UK.

Customer Responsibility

For shipments outside the UK, the customer is solely responsible for:

  • Payment of all customs duties, import VAT and clearance fees

  • Providing accurate required identification numbers (including but not limited to):

    • EORI number

    • VAT number

    • PID (Personal Identification Number)

    • French B2B VAT number (where required)

    • TSS code (Northern Ireland business shipments where applicable)

Failure to provide correct information may result in:

  • Delays

  • Storage fees

  • Automatic return to sender

  • Additional courier charges

These charges are outside our control.

Germany Shipments

Where required, customers must accept the courier “Power of Attorney” request. Failure to do so within the specified timeframe may result in return of goods.

France Transit Shipments

Where courier rules require a French B2B VAT number for transit, customers must supply this prior to dispatch.

Returned Overseas Shipments

Any overseas parcel returned due to:

  • Non-payment of customs duties

  • Missing or incorrect VAT/EORI/PID numbers

  • Failure to respond to courier

  • Incorrect delivery details

  • Failure to accept Power of Attorney

will be refunded minus:

  • Original shipping charge

  • Return-to-sender courier charge

  • Any customs clearance fees incurred

  • Any currency conversion or bank fees (if applicable)

If you request redelivery, new carriage charges plus return fees must be paid before re-dispatch.

We are not responsible for customs delays or courier policy changes.

3. Northern Ireland Orders

Where required, Northern Ireland businesses must provide a valid TSS (Trader Support Service) code.

Failure to provide necessary customs documentation may result in dispatch delays.

4. Pricing

  • All prices are valid at the time of ordering.

  • Prices may change without notice.

  • In the event of a genuine pricing error, we reserve the right to cancel or refuse the order and refund any payment made.

  • All prices are shown exclusive or inclusive of VAT as stated.

  • VAT is charged at the prevailing UK rate unless valid exemption documentation is supplied.

5. Delivery

  • In-stock items are normally dispatched the next working day.

  • UK mainland delivery is typically 1–3 working days.

  • Highlands, Islands and overseas destinations may take longer and may incur additional charges.

  • Backordered items will be dispatched when available unless cancelled by the customer (excluding special order items).

Delivery times are estimates and not guaranteed.

We are not liable for delays caused by:

  • Courier services

  • Customs authorities

  • Force majeure events

  • Incomplete customer information

6. Receipt of Goods & Damage Claims

Customers must:

  • Inspect goods immediately upon delivery

  • Report transit damage within 3 calendar days of receipt

  • Provide clear photographs of both goods and packaging

Failure to notify within this timeframe may invalidate claims with the courier.

Customers must not sign for visibly damaged goods without noting damage with the courier.

7. Payment Terms

Payment is required in full before dispatch unless otherwise agreed.

We accept:

  • Debit and credit cards (excluding American Express unless otherwise stated)

  • PayPal

  • BACS transfer

  • Pro-forma invoice payments

For BACS payments:

  • The customer is responsible for all bank and currency conversion fees.

  • Goods will not be dispatched until cleared funds are received.

Title to goods remains with Water Technology Systems Ltd. until full payment has been received.

8. Order Processing & Amendments

Orders are processed promptly. We cannot guarantee amendments once payment has been made.

For pro-forma invoices:

  • Customers must verify all details before payment.

  • Payment confirms acceptance of invoice details.

  • Amendments after dispatch may incur additional charges.

9. Consumer Cancellation Rights (UK B2C Sales)

If you are purchasing as a consumer (not business-to-business), you have the right to cancel your order within 14 days under the Consumer Contracts Regulations 2013.

To cancel:

  • You must notify us in writing within 14 days of receipt.

  • Goods must be returned unused and in original condition.

Refunds will be processed within 14 days of receiving returned goods.

You are responsible for return postage costs unless goods are faulty.

Exceptions to cancellation rights include:

  • Special order items

  • Custom-built goods

  • Sealed hygiene products once opened

  • Machine service parts

10. Returns (Non-Faulty Goods – B2B Sales)

For business-to-business transactions, returns are accepted only at our discretion and may be subject to:

  • Restocking fees

  • Return carriage charges

Special order or built-to-order items are non-cancellable unless agreed in writing.

11. Faulty or Incorrect Goods

If goods are faulty or supplied incorrectly:

  • Notify us within 7 days of receipt.

  • We will arrange inspection, replacement or refund as appropriate.

Nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015.

12. Orders Returned Due to Non-Delivery

Orders returned due to:

  • Incorrect address

  • Non-collection

  • Customs non-payment

  • Failure to respond to courier

will be refunded minus original shipping and return charges.

13. Private Water Supplies & Technical Advice

We provide product guidance in good faith.

However:

  • We cannot guarantee system performance due to variations in water quality and site conditions.

  • Equipment is supplied on a supply-only basis unless otherwise agreed in writing.

  • We strongly recommend installation by qualified professionals.

We accept no liability for:

  • Incorrect installation

  • Poor commissioning

  • Lack of maintenance

  • System misuse

14. Limitation of Liability

To the fullest extent permitted by law, we shall not be liable for:

  • Indirect or consequential loss

  • Loss of profit or business

  • Installation costs

  • Water damage resulting from incorrect installation

  • Delays beyond our reasonable control

Nothing excludes liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Liability that cannot legally be excluded

15. Privacy & Data Protection

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR).

Customer information will not be sold to third parties.

Marketing communications will only be sent where consent has been provided.

For full details, please refer to our Privacy Policy.

16. Force Majeure

We are not liable for failure or delay in performance due to events beyond our reasonable control including but not limited to:

  • Natural disasters

  • Industrial disputes

  • Transport disruptions

  • Supply chain shortages

  • Government restrictions

17. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.