Cancellations, Returns & Refunds
Our Approach
At Hydroworks, we believe in treating our customers fairly and doing things properly.
We understand that plans sometimes change, products may need to be returned, or an appointment may need to be cancelled. This policy explains what happens in those circumstances and the rights that apply depending on how you purchased from us.
Nothing in this policy affects your statutory consumer rights.
Online and Distance Purchases
If you are a consumer and purchase goods from us online, by telephone or through another distance-selling method, you will normally have the right to change your mind and cancel your order within 14 days without giving us a reason.
For goods, the 14-day cancellation period normally begins on the day after you, or somebody nominated by you, receives the goods.
To exercise your right to cancel, you simply need to tell us clearly that you wish to cancel within the cancellation period. You can contact us by email, telephone or in writing using the details below.
Returning Goods When You Change Your Mind
Once you have told us that you wish to cancel, goods should normally be returned to us within 14 days.
Unless the goods are faulty, damaged on arrival, incorrectly supplied, or we have agreed otherwise, you are responsible for the direct cost of returning the goods to us.
Some of the equipment we sell is large, heavy or requires specialist carriage. We therefore strongly recommend contacting us before arranging a return so that we can advise you on the safest and most appropriate way of returning it.
Goods remain your responsibility while being returned to us, so we recommend using an appropriately insured and trackable delivery service and packaging the equipment carefully to prevent damage in transit.
Please do not send equipment back to us without contacting us first.
Condition of Returned Equipment
We completely understand that you may need to examine a product to decide whether it is suitable.
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning — broadly, in the same way that you would reasonably be able to examine a product in a shop.
If equipment has been handled beyond this and its value has consequently been reduced, we may make an appropriate deduction from the refund to reflect that actual reduction in value, as permitted by law.
For water-treatment equipment, this can be particularly important.
Installing, plumbing-in, commissioning, filling with salt or other consumables, passing water through the equipment, modifying connections, removing or damaging components, or otherwise putting equipment into service may materially affect its resale value.
Where this has happened, we will inspect the returned equipment and explain any deduction that we reasonably believe reflects its diminished value.
We do not apply an arbitrary restocking charge to a consumer exercising their statutory right to cancel.
Return Carriage
Where you are returning non-faulty goods because you have changed your mind, the direct cost of returning the goods is normally your responsibility.
If you ask Hydroworks to arrange collection on your behalf and we agree to do so, we will tell you the collection cost before making the arrangements. Where permitted by law, that cost may be deducted from your refund.
Where goods are faulty, not as described, damaged when supplied, or incorrectly supplied by us, your statutory rights apply and we will deal with the reasonable cost of returning or collecting them as appropriate.
Refunds
When a valid cancellation is made, we will refund the sums due to you in accordance with your statutory rights.
Where applicable, this includes the original standard delivery charge. If you chose a more expensive delivery option than our standard delivery service, we are not required to refund the additional cost of that enhanced delivery option.
Refunds will normally be made using the same payment method that you originally used.
For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first.
Faulty, Damaged or Incorrect Goods
Your rights where goods are faulty, damaged, not as described or incorrectly supplied are separate from your right to change your mind.
Please contact us as soon as possible if there is a problem with something we have supplied.
We would always prefer the opportunity to understand the problem and put it right quickly.
Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.
Products Made or Ordered Specifically for You
Some goods that are made to your specification or clearly personalised may not carry the usual statutory right to cancel.
If this applies to something you are purchasing from us, we will make this clear before you place the order.
This does not affect your rights if the goods are faulty or not as described.
Installation and Other Services
Different cancellation provisions can apply where your contract includes installation, servicing, repair or another service.
Where you have a statutory right to cancel a service contract, the cancellation period will normally be 14 days from the day after the contract is entered into.
If you specifically ask us to begin work during that cancellation period, we may ask you to confirm that request.
If you subsequently cancel after work has begun, you may be required to pay a reasonable and proportionate amount for the service already provided.
Where a service has been fully performed during the cancellation period following your express request and acknowledgement that your cancellation right will be lost once the service has been completed, your statutory right to cancel that service may end when the work is completed.
Quotations Following a Visit to Your Home
We often visit customers at home to assess their requirements and provide our best advice.
We do not believe in high-pressure selling, and we don't expect you to make an immediate decision while we are in your home.
Where we visit your home, assess what is required and subsequently leave or send you a quotation for you to consider in your own time, the legal position may be different from a contract agreed during the visit.
Where the contract is subsequently formed in circumstances that constitute an on-premises contract under the Consumer Contracts Regulations, the statutory 14-day cancellation right applicable to distance and off-premises contracts does not apply.
We believe this approach is better for our customers: you have the opportunity to consider our recommendations, ask questions and make your decision without pressure.
Contracts Agreed in Your Home
Where a contract is actually concluded during a visit to your home and it qualifies as an off-premises contract, you will normally have a statutory 14-day cancellation period.
We will provide the cancellation information required by law.
If you ask us to begin providing a service before that cancellation period has expired, we may ask you to make an express request for us to do so.
Cancelling an Appointment
We understand that sometimes appointments need to change.
If you need to cancel or rearrange an installation, service visit or other appointment, please give us as much notice as reasonably possible.
Where we have incurred specific costs because equipment or materials have been specially ordered for you, or work has already been undertaken at your express request, we will explain any costs that may reasonably be payable.
We will never apply charges simply for the sake of doing so — our aim is to be fair to both our customers and our small team.
Business Customers
The statutory consumer cancellation rights described above apply to consumers and do not necessarily apply to purchases made wholly or mainly for business purposes.
Returns or cancellations relating to business-to-business purchases will be dealt with in accordance with the terms agreed at the time of purchase.
Where we agree, at our discretion, to accept the return of correctly supplied non-faulty goods from a business customer, we reserve the right to charge reasonable return carriage, handling and restocking costs.
How to Contact Us
If you are thinking about cancelling or returning something, please speak to us.
We would much rather have a conversation and help you find the right solution than make the process unnecessarily complicated.
Hydroworks ER Longley LLP
Unit 3, North Street Business Centre
Sheldwich
Faversham
Kent
ME13 0LN
Telephone: 0800 999 4117
Email: hello@hydroworks.co.uk
When contacting us about an order, please include your name, address, order or invoice number where available, and details of the product or service concerned.
Your Statutory Rights
This policy is intended to explain our approach in straightforward language. It does not replace or restrict any rights you have under UK consumer law.
Where there is any conflict between this policy and your statutory rights, your statutory rights will always take precedence.