As a UK customer you have 14 calendar days in which you are able to cancel your order for any reason, this period starts from the day you have received the ordered items. All orders placed through the website are subject to a 14 day return period where incorrect or wrong goods can be returned for a refund, subject to any re-stocking or transaction fees that may apply. Any return requests must be submitted either over the phone, by email or directly through our website using the form below, in accordance with our return policy. Once a return has been submitted, you have 14 days to return the goods to us. If a return is received later than 14 days from the date of your initial return request, then we reserve the right to reject the return.

Business to business orders that are returned during the 14 day period may be susceptible to a re-stocking fee of up to 30% depending on the particular item or circumstances of the order. Please always attach your order number or reference when returning goods.

A full breakdown of our terms and conditions for orders, refunds and returns can be found on our Terms & Conditions page.

Faulty Goods

If your order has arrived damaged, you must notify us within 24 hours from the delivery of your order. Faulty goods must be returned within 14 days from us being notified of an issue. Issues must be voiced directly via phone or alternatively through a contact form here on the website, referencing your order details and the relevant issue. Any faulty items that show signs of use or damage will be rejected and won’t be refunded.

Termination Of Agreements And Refunds Policy

Both you as a customer and ourselves as a business have the right to terminate any services agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us which constitute payment in respect of the provision of unused services, shall be refunded.

Any goods received shall be deemed suitable unless written notification is given within 48 hours of receipt.

Submit A Return

When returning an item we require it to be sent directly to our business address, which is readily available on contact pages and is also noted below for reference. You are expected to cover all costs for the return (such as shipping and insurance costs), however discretion may be used in certain circumstances where a collection may be organised or a small concession added onto your refund. Returns must be received within 14 days of your request being raised, or the return will be rejected.

Return Address:
Ultra Soft Water Softeners Ltd
The Coach House, Sheathers Farm
Lenham Heath, Maidstone
Kent, ME17 2BS