Orders, Returns & Refunds

Thanks for shopping with us. If you are not entirely satisfied with your purchase, we're here to help.  You can contact us with any questions or queries Monday-Friday, 9 am to 5 pm on 01507 608100. Alternatively, you can email us at [email protected] and one of our helpful team members will respond as soon as possible.

 

Orders

All orders placed before 12:30 pm will usually be despatched the same day and any orders placed after this will be despatched on the next working day. Although every effort is taken to ensure our despatch times are met, they cannot be guaranteed. Orders are sent by Royal Mail’s 48 service, so please allow 2 to 5 working days for your order to arrive (Royal Mail's quoted timescales). We reserve the right to upgrade high-value orders to a courier service of our choice for insurance purposes - usually DPD or UPS. If you are located outside of the UK but would like to place an order, please contact us using the phone number or email listed above.

In some instances the fulfillment of our products may be handled by a third party, usually where bespoke packaging or courier handling is required and suitable provisions are already in place with either the manufacturer or national distributor. These orders will still ship via next day courier, however, the cut-off times for same day despatch may vary depending on the supplier location.

 

Returns

In line with distance selling under the Consumer Contracts Regulations, you have 14 calendar days after receipt of your goods to return them to us if you have changed your mind for any reason.

To be eligible for a return, your item must be unused and in the same condition that you received it, and in its original packaging. Your item needs to have the receipt or proof of purchase. You are responsible for paying all postage costs associated with returning the item to us. Returns must be sent to Pozzani Pure Water Ltd, Fairfield Industrial Estate, Warwick Road, Louth, LN11 0YB and include your full name, delivery address and telephone number as per your original order.

 

Missing Orders

If your item(s) has not reached you within 7 working days of the date you placed your order, please contact us to let us know, ensuring you provide your full name, delivery address and telephone number. A member of our customer service team will check your order record and ensure there have been no problems with the initial despatch.

If the item was sent via a Royal Mail service, then firstly we ask that you contact your local sorting office. More often than not, a delivery attempt has been made but a card has not been left advising there is a parcel to collect, particularly in larger metropolitan areas. If your order is not at your local sorting office, please let us know and we will seek to issue a replacement as soon as we can.

 

Damaged Items

If your order has been received and has damage, please contact us to let us know, giving details of the nature of the damage and whether the goods are serviceable or not. Please include your full name, delivery address and telephone number as per your original order. If possible, please also take a digital photograph of the damage and email this to [email protected].

Retain the packaging for the item in a safe place as this is occasionally requested as part of postal investigations.

Once we have proof of the damaged goods we will seek to replace the item at our expense as soon as possible. As part of our investigations and that of our delivery provider, we reserve the right to collect broken or damaged items for detailed inspection.

 

Refunds

Once we receive your item, we will inspect it and notify you as such. We will immediately notify you on the status of your refund after inspection of the item is complete. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit usually within 5-10 working days, depending on your card issuer's policies.