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Shipping and Returns

Returns, Credits, Repairs & Delivery Policy

All returns must be authorised in advance by Commercial Water Equipment, whether for credit, warranty replacement, or repair.

To request a return, please contact our Customer Service Department on 01638 429588 to obtain a Returned Goods Authorisation (RGA).

1. Chemicals & Consumables (Strictly Non-Returnable)

All chemicals, dosing solutions, reagents, and consumable products are non-returnable and non-refundable once dispatched, due to health, safety, and contamination control requirements.

Returns will only be considered where:

  • Goods have been incorrectly supplied, or

  • Goods are damaged in transit

In such cases:

  • Notification must be made within 48 hours of delivery

  • Photographic evidence must be provided

  • Products must remain unused and unopened

2. General Returns (Non-Chemical Items)

Returns must:

  • Be requested within 30 days of delivery

  • Be unused, in original packaging, and in resalable condition

  • Include all manuals, accessories, and documentation

No credit will be issued until goods have been inspected and approved by Commercial Water Equipment.

3. Restocking Charges

Returned items may be subject to a minimum 20% restocking charge.

Commercial Water Equipment reserves the right to increase this charge where additional handling, testing, or repackaging costs apply.

4. Return Requirements

All returns must include:

  • Original order number and consignment number

  • Company name, contact name, address, and telephone number

  • Clear reason for return

Failure to provide this information may result in delays or refusal of credit.

5. Repairs

Products returned for repair will be assessed by our Quality Control team.

  • A repair quotation will be issued for approval

  • If accepted, evaluation costs will be deducted from the final repair cost

  • If declined, goods will be returned at the customer’s expense

6. Carriage (Returns)

  • All returns must be sent carriage paid by the customer

  • Original delivery charges are non-refundable

  • Commercial Water Equipment is not responsible for goods lost or damaged in transit

7. Delivery & Shipping

  • Delivery dates are estimates only and not guaranteed

  • Commercial Water Equipment shall not be liable for delivery delays caused by couriers or circumstances beyond our control

  • Risk of loss or damage passes to the customer upon delivery

  • Customers must inspect goods on arrival

  • Any shortages or damages must be reported within 48 hours of delivery

8. Goods Eligible for Credit or Replacement

  • Goods supplied incorrectly

  • Goods defective at the time of delivery

  • Goods within the applicable warranty period

9. Goods Not Eligible for Credit

  • Chemicals and consumables (unless covered under Section 1)

  • Discontinued products

  • Special order or customised items

  • Used or installed products

  • Shelf-worn or non-resalable goods

  • Items outside warranty

10. Goods Not Eligible for Replacement

  • Products modified or altered by the customer

  • Products damaged due to misuse or improper handling

  • Products outside warranty

11. Right of Refusal

Commercial Water Equipment reserves the right to refuse any return that does not comply with this policy.

12. Acceptance of Terms

By placing an order, the customer confirms they have read, understood, and accepted these terms in full.

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