Returns & Refunds Policy

Last updated: 18 September 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 will usually begin 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, brought into 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;
• the product name or SKU, where possible;
• a description of the issue;
• photographs or videos showing the product, packaging or reported issue; and
• information about how the product was installed, used or maintained.

We may ask you to complete reasonable troubleshooting checks or provide further information before arranging a return.

Where appropriate, we may inspect and test returned goods before deciding whether to repair, replace or refund the item.

If the item is confirmed to be faulty, damaged on arrival, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your legal rights.

7. Installation, removal and third-party costs

If you believe an installed product is faulty, damaged, incorrect or otherwise unsuitable, please contact Finerfilters before arranging for a plumber, installer or other contractor to inspect, repair, alter, remove or reinstall it.

Finerfilters must be given a reasonable opportunity to:

• provide technical support;
• request photographs, videos or other evidence;
• ask you or your installer to complete reasonable troubleshooting checks;
• inspect or test the product; and
• determine the appropriate remedy.

If you choose to appoint a plumber, installer or other contractor independently, that person is engaged directly by you and does not act on behalf of Finerfilters.

We will not normally reimburse costs incurred without our prior written approval, including:

• plumber or installer call-out charges;
• diagnostic or inspection fees;
• installation charges;
• removal or disconnection costs;
• reinstallation costs;
• remedial-work charges;
• third-party labour charges;
• replacement parts sourced independently; or
• transport arranged independently by the customer.

The fact that a plumber or installer has attended, removed a product or carried out work does not automatically establish that the product was faulty or that Finerfilters is responsible for the associated costs.

Please do not arrange paid remedial work, removal, alteration or reinstallation on the assumption that Finerfilters will reimburse the cost.

Where Finerfilters agrees in advance to contribute towards a third-party cost, the amount and scope of that contribution must be confirmed by Finerfilters in writing before the work begins.

Nothing in this section excludes or limits your statutory rights. Where goods are confirmed to be faulty and applicable consumer law requires Finerfilters to meet reasonable and necessary costs associated with providing a repair or replacement, we will do so in accordance with those legal obligations.

8. Reporting problems before installation

Where reasonably possible, please inspect the product, packaging and components before installation begins.

Please contact us before installation if:

• the product appears damaged;
• any components appear to be missing;
• the product received is different from the product ordered;
• you believe the product may be incompatible with your system;
• the connections or measurements do not appear suitable; or
• you have concerns about the installation requirements.

Customers and installers should not continue with installation where there is an obvious concern about damage, missing components, compatibility or suitability.

We may not reimburse installation, removal, reinstallation or remedial costs incurred after work continued despite an issue being visible or reasonably identifiable before installation.

9. 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.

Please retain the product and all packaging while we investigate the issue. We may ask you to provide photographs showing:

• the external packaging;
• the delivery label;
• any damage to the packaging;
• the product inside the packaging; and
• the damage to the product itself.

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

10. 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.

For other approved returns, we aim to process refunds promptly after the goods have been received, inspected and the appropriate outcome has been confirmed.

We may reduce a refund for a change-of-mind return if:

• the goods have been used;
• components or accessories are missing;
• the goods have been installed or altered;
• the goods have been brought into contact with water;
• the goods or packaging have been damaged; or
• the value of the goods has been reduced through handling 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.

Any time taken for a processed refund to appear in your account is controlled by your bank, card issuer or payment provider.

11. 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;
• a component can be replaced;
• a fault can be resolved by repair or replacement; or
• a replacement is the appropriate remedy under applicable consumer law.

We may need to inspect or test the original item before issuing a replacement.

Please do not dispose of, modify, dismantle or arrange a repair to the original product unless we have confirmed in writing that you may do so.

12. Returning faulty or incorrectly supplied goods

Where goods are confirmed to be faulty, damaged on arrival, incorrectly supplied or not as described, we will provide appropriate return instructions.

Depending on the product and circumstances, we may:

• provide a return label;
• arrange collection;
• reimburse reasonable return postage agreed in advance; or
• confirm that the product does not need to be returned.

Please do not arrange an expensive or specialist return service without our prior written approval.

13. 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, such as a refund or replacement; and
• your returns number.

Please package the goods securely and retain proof of postage or collection until the return has been completed.

14. 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

When contacting us, please include your order number and as much information about the issue as possible.