Returns & refunds

Our return promise

We offer 30-day returns for unused products. Tell us within 30 days after delivery that you want to return your purchase. For our additional offer beyond the statutory cancellation period, products must be unused, uninstalled, complete and in their original packaging, with any product hygiene seal intact. Send the goods back within 14 days after telling us.

We do not offer a satisfaction trial for installed or used products. This does not affect your statutory cancellation rights, including reasonable inspection, or your rights if goods are faulty, damaged or not as described.

The additional offer applies to sale items too. Any promise made when you placed an earlier order will be considered when handling that order.

Your right to cancel an online order

For eligible UK online purchases, you can tell us you wish to cancel from the time you order until 14 days after the day you receive the goods, without giving a reason. Different delivery arrangements, such as an order arriving in separate parts, can affect when this period starts.

Email Support@aquerie.com with a clear statement that you want to cancel. Include your order number if available. You can use the cancellation form below, but do not have to. Cancellation does not depend on us approving a request.

Send the goods back within 14 days after telling us you are cancelling. Contact us for return instructions so we can direct your parcel correctly; our reply does not reset or shorten your legal cancellation period.

Inspecting and returning a product

For health and hygiene reasons, we do not accept change-of-mind returns of sealed hygiene products that are unsuitable for return once their hygiene seal has been broken after delivery. This exception applies only where the goods meet the legal requirements for that exclusion. Opening an ordinary shipping box does not by itself remove your cancellation rights.

Our additional 30-day return offer requires products to be unused and uninstalled, with any hygiene seal intact. Installed or used filters are not covered by a voluntary satisfaction guarantee.

For goods that are not legally excluded, you may inspect them as you reasonably could in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We will explain any deduction.

These conditions do not affect your rights when goods are faulty, damaged, incorrect or not as described. Sale products retain the same statutory rights as full-price goods.

Return address & postage

You pay the direct return-postage cost when returning an unused product or cancelling because you changed your mind. Use a suitable service and keep your proof of posting. A tracked service can help trace the parcel.

Email Support@aquerie.com before sending a parcel. Once we have checked the request, we will send return guidelines and the correct destination. Please do not send goods to our business address unless the instructions specifically tell you to do so.

Our return instructions help route your parcel; you do not need our approval to exercise a valid statutory cancellation. Tell us within the applicable cancellation period even if you are still waiting for instructions.

For faulty, damaged, incorrect or misdescribed goods, we bear the reasonable return costs required by law. Contact us so we can arrange the return.

When and how we refund

For a statutory cancellation where you return the goods, we refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence that you sent them back, whichever happens first. We may withhold reimbursement until that point unless we offered to collect the goods. If we offered collection, or no goods were supplied, the refund is due within 14 days after we are informed of your cancellation.

For cancellation of the whole order, this includes the cost of our least expensive standard outbound delivery. Extra charges for a more expensive delivery choice are not refundable under the statutory cancellation right. Any permitted deduction for diminished value will be explained.

We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee. Bank processing time may affect when the credit becomes visible.

Faulty, damaged or incorrect goods

Please contact Support@aquerie.com as soon as reasonably possible, describing the problem and providing proof of purchase. Photos or a short video can help, but a 48-hour reporting deadline is not a condition of your statutory rights.

Goods must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject faulty goods within 30 days. After that, repair or replacement is usually the first remedy, subject to the circumstances and the law. Further rights, including a price reduction or rejection, can apply if a remedy is impossible, unsuccessful or not provided within a reasonable time and without significant inconvenience.

A fault appearing within the first six months is generally presumed to have been present at delivery unless shown otherwise or that presumption is incompatible with the goods or fault. Rights can continue beyond six months. Used or opened goods are not excluded from faulty-goods protection.

Product warranty

AQUERIE products have a one-year warranty against manufacturing defects from delivery. The guarantor is Tsz Ho Limited, company number 16943797, of 18 Oldham Road, Failsworth, Manchester, M35 0JE, United Kingdom. This warranty applies to products purchased from AQUERIE for delivery in the United Kingdom.

To claim, contact Support@aquerie.com with proof of purchase and a description of the fault. We may request reasonable supporting information or arrange an inspection. For a covered manufacturing defect we will arrange a repair or replacement without charge, including reasonable necessary return postage. If an appropriate remedy cannot be provided, we will explain the available resolution without limiting your statutory refund rights.

The warranty excludes normal cartridge depletion, ordinary wear and tear, and damage caused by misuse or incorrect installation. A manufacturing defect in a cartridge is not excluded merely because it is a consumable.

This warranty is additional to your statutory rights and does not limit them to one year. You may still have legal remedies after it expires.

Optional cancellation form

You may copy the following into an email or letter. No particular form is required.

This address can be used for cancellation correspondence. Ask for separate instructions before posting the goods. For a subscription, also see Subscriptions & cancellation.