We make returns simple. If you need a different filter, exchange it free within 90 days. If you change your mind, return it for a refund within 30 days. If we recommended the wrong filter, we put it right at no cost. This policy explains how each of those works, what we can and can't accept back, and your legal rights.

At a glance

Situation	Time limit	Cost to you
Exchange for a different product	90 days	Free
Wrong filter recommended by us	90 days	Free
Faulty, damaged or incorrect item	See "Faulty, damaged or incorrect items"	Free
Changed your mind (refund)	30 days	£3.49 prepaid label, or your own courier
Statutory right to cancel	14 days	Return postage

Time limits run from the day you receive your order.

Exchanges: 90 days, free

Ordered the wrong filter, or your installation took longer than planned? You have 90 days to exchange it.

• Return shipping is free with our prepaid Royal Mail label, and we ship the replacement free.
• Your replacement is dispatched the moment Royal Mail scans your return. You don't wait for it to reach us.
• If the replacement costs more or less, we charge or refund the difference automatically.
• If the replacement is out of stock, we'll tell you the expected date and offer a refund instead if you'd rather not wait.

Correct Filter Guarantee

If you asked us which filter fits your appliance and the one we recommended doesn't, we send the correct filter free of charge, including return shipping for the wrong one. This applies whether the recommendation came from our website checker, an email or a phone call.

Refunds: 30 days

Changed your mind? Return the item within 30 days of receiving it for a full refund of the price paid.

• The item must be unused, uninstalled and in its original sealed packaging (see "What we can and can't accept").
• Return shipping: use our prepaid Royal Mail label and we deduct £3.49 from your refund, or send it with your own courier at your cost.
• We approve refunds within 24 hours of your return arriving with us. Your bank or card provider then takes 3 to 5 working days to show the money.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty, or isn't what you ordered, we'll send a free replacement or give you a full refund, including any delivery and return shipping costs. Please contact us before sending it back so we can arrange collection or a prepaid label.

• Please check your order when it arrives and let us know about any transit damage as soon as you can, ideally within 14 days, so we can claim from the carrier. Telling us later doesn't affect your rights.
• If a fault appears within 30 days of delivery, you can choose a replacement or a full refund.
• After 30 days, we'll replace the item. If we can't, we'll refund you.
• Faulty filters can be returned even if they've been opened or installed.

These rights come from the Consumer Rights Act 2015. Nothing in this policy shortens them.

Your legal right to cancel

If you're buying as a consumer in the UK or EU, you also have a legal right to cancel your order for any reason within 14 days. Our 30-day refund and 90-day exchange promises above go further than this, but the legal right is set out here in full.

• Time limit. 14 days, starting the day after you (or someone you nominate) receive the goods. If your order arrives in more than one parcel, it starts the day after the last parcel arrives.
• How to cancel. Tell us clearly before the 14 days end. UK customers: use our Returns Portal, email sales@filterflair.co.uk, or send the model form at the end of this policy. EU customers: use our withdrawal page, which confirms your withdrawal by email straight away. You don't have to use the form.
• Returning the goods. Send them back within 14 days of telling us. Return postage is your responsibility unless the item is faulty or we sent the wrong thing.
• Your refund. We refund the price paid plus our standard delivery charge. If you chose a faster delivery option, we refund the standard cost, not the premium. We refund within 14 days of receiving the goods back, or of you sending us proof of postage, whichever is earlier.
• Handling. You can inspect an item the way you would in a shop. If its value has been reduced by handling beyond what's needed to check it, we may deduct that reduction.
• Exceptions. Sealed filters and cartridges once the seal is broken (see below), and custom or made-to-order items.

What we can and can't accept

Water filters carry drinking water, so once a filter's hygiene seal is broken it can't be resold or returned, except when it's faulty. This is a legal exemption as well as a safety one.

We can accept:

• Unused filters and products in their original sealed packaging
• Items not installed or connected to a water supply
• All packaging, fittings and accessories included

We can't accept, unless faulty:

• Filters that have been opened, installed or used
• Custom or made-to-order items (we confirm this before you buy)

If a change-of-mind return arrives incomplete or with packaging damaged so it can't be sold as new, we'll refund the reduced value and tell you how we calculated it.

How to return

1. Start your return through our Returns Portal.
2. Choose a prepaid Royal Mail label or QR code (no printer needed), or use your own courier.
3. Drop it at any Post Office, or hand it to your courier.

Return address: Filter Flair UK Limited, Returns, Unit 12, The Cobden Centre, Vere Street, Salford M50 2PQ.

Outside the UK: our prepaid label works only within the UK. Please contact us before returning and use a tracked service. Return postage is your responsibility unless the item is faulty or incorrect, in which case we'll cover it.

Refund method and timing

Refunds go to the payment method you used to place the order. We approve refunds within 24 hours of a return arriving; banks and card providers then take 3 to 5 working days. Refunds under the statutory right to cancel are made within 14 days at the latest.

Trade customers

This policy applies to consumers. Trade and business accounts are covered by our Terms of Service.

Contact

Phone: 0161 768 9566, Monday to Friday, 9am to 5pm
Email: sales@filterflair.co.uk

Model cancellation form

Only complete and return this if you want to cancel your contract under the legal right to cancel.

To: Filter Flair UK Limited, Unit 12, The Cobden Centre, Vere Street, Salford M50 2PQ, sales@filterflair.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Ordered on: ____________ Received on: ____________

Order number: ____________

Name of consumer(s): ____________

Address of consumer(s): ____________

Signature of consumer(s) (only if sent on paper): ____________

Date: ____________