Returns & Refunds Policy

Last updated: 23 June 2026

At Finerfilters, we want our returns process to be clear and fair. This Returns & Refunds Policy explains your cancellation rights, how to return unwanted items, how we handle faulty or damaged goods, and how refunds are processed.

1. Your statutory rights

Nothing in this policy affects your statutory rights.

If goods are faulty, damaged, not as described, or do not do what they are supposed to do, you may be entitled to a repair, replacement, refund or another remedy under applicable consumer law.

2. Cancelling an online or phone order

If you buy goods from us online or by phone as a consumer, you usually have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

If your order is delivered in multiple parts, the 14-day cancellation period usually begins when you receive the last item.

Once you tell us you wish to cancel, you must return the goods within a further 14 days. We will refund eligible payments, including the cost of standard delivery where applicable, within 14 days of receiving the returned goods.

3. How to request a return

To help us process returns efficiently, we ask customers to contact our returns team before sending goods back. Once your return request is approved, we will issue a returns number which should be quoted in correspondence and included with the return.

This returns authorisation process is part of our operational handling procedure and helps us identify and process returns correctly.

4. Returning unwanted items

If you change your mind and wish to return an item, the goods must be returned:

• within the relevant return period;
• unused and in a resaleable condition;
• with all parts included; and
• in the original packaging where reasonably possible.

You may inspect goods in the same way you would in a shop, but we may reduce the refund if the value of the goods has been diminished through handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Unless the goods are faulty, damaged, misdescribed, or otherwise returnable by law, the customer is responsible for the cost of returning unwanted items.

5. Items that may not be eligible for change-of-mind return

Some items may not be eligible for return if you have simply changed your mind. This may include:

• personalised or custom-made items;
• perishable goods;
• sealed items that cannot be returned for health or hygiene reasons once opened; and
• filtration products that have been installed, used, altered, or brought into contact with water and are no longer suitable for resale.

Because many Finerfilters products are water filtration consumables, we may refuse change-of-mind returns of items that have been installed, used, have been in contact with water, or are not returned in a resaleable condition. This does not affect your rights where goods are faulty, damaged, not as described, or otherwise returnable under applicable law.

6. Faulty, damaged or incorrect items

If an item arrives damaged, is faulty, or is not what you ordered, please contact us as soon as reasonably possible.

We may ask you to provide:

• your order number;
• a description of the issue; and
• photographs of the product, packaging or the issue where possible.

Where appropriate, we may inspect returned goods before deciding whether to repair, replace or refund the item. If the item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will provide an appropriate remedy in accordance with your legal rights.

7. Notification of visible damage

If goods arrive visibly damaged, we ask that you notify us as soon as possible and, where possible, within 48 hours of receipt so that we can investigate promptly with the courier and process the issue efficiently.

However, this reporting request does not remove or reduce your statutory rights in relation to faulty, damaged or misdescribed goods.

8. Refunds

Refunds will be made to the original payment method only.

For cancelled online or phone orders, eligible refunds will be processed within 14 days of receiving the returned goods back. For other approved returns, we aim to process refunds promptly after inspection.

We may reduce a refund for a change-of-mind return if the goods have been used, parts are missing, or the goods or packaging have been damaged beyond what is necessary to inspect them.

If you selected a premium delivery service, we will refund no more than the cost of standard delivery for a valid statutory cancellation.

9. Exchanges and replacements

Where appropriate, we may offer a replacement instead of a refund, particularly where:

• an item has been damaged in transit;
• the wrong item was supplied; or
• a fault can be resolved by replacement.

10. Where to send your return

Please do not return goods until you have received written confirmation from our returns team and a valid returns number.

Please return authorised items to:

Returns Department
Finerfilters Limited
Unit 4A, Dakota Business Park
Dakota Way
Burscough
L40 8AF
United Kingdom

Please include a note inside the parcel showing:

• your name;
• your order number;
• the action requested (for example, refund or replacement); and
• your returns number.

11. Contact us

If you need help with a return or refund, please contact:

Finerfilters Limited
Customer support: 01704 807600
Email: enquiries@finerfilters.co.uk
Returns location: Unit 4A, Dakota Business Park, Dakota Way, Burscough, L40 8AF, United Kingdom.