Returns & Refunds

We want you to be delighted with your purchase. If something isn’t right, please contact us first — we’re always happy to help and can often resolve an issue quickly.

📦 30-Day Return Period

H20LOW offers a 30-day returns period from the date of delivery.

Our 30-day returns policy is in addition to your statutory consumer rights.

For change-of-mind returns outside your statutory cancellation rights, items must:

• Be unused and in their original condition

• Include all parts, accessories and packaging where reasonably possible

• Include proof of purchase

Please contact us before returning any item so that we can provide the correct return instructions.

Online Order Cancellation Rights

If you are a UK consumer purchasing online, you normally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to cancel, you then normally have a further 14 days to return the goods.

You are entitled to inspect the goods in the same way you reasonably could in a shop. We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to inspect them.

Our additional 30-day returns policy does not affect these statutory rights.

🚿 Hygiene & Installed Products

Some H20LOW products are designed to connect directly to taps, showers and water supplies.

For hygiene reasons, certain sealed products may not be eligible for a change-of-mind return once they have been unsealed, installed or used with water where the applicable legal hygiene exemption applies.

This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet your legal rights.

If you are unsure whether a product is suitable for your tap or installation, please contact us before fitting or using it and we will be happy to help.

🚚 Return Shipping Costs

If you change your mind

You are normally responsible for the cost of returning the item to us.

Where you exercise your statutory right to cancel an online order, we will refund the cost of our standard delivery service where required by UK consumer law.

If you chose a more expensive delivery option, such as Priority Tracked Delivery or Royal Mail Special Delivery, we are not required to refund the additional amount paid above the cost of our standard delivery service.

If the item is faulty, damaged or incorrect

If we have sent you the wrong item, or your product is faulty or damaged, we will cover reasonable return postage costs where appropriate.

Please contact us before arranging a return so we can advise you on the best way to proceed.

🔧 Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us as soon as possible — ideally within 48 hours of delivery — and provide photographs where possible.

Contacting us within 48 hours helps us investigate delivery damage quickly, but does not affect your statutory consumer rights if you contact us later.

Depending on the circumstances, we may offer:

• Replacement parts

• Repair or replacement

• Exchange

• Full or partial refund, where appropriate

Your rights in relation to faulty goods are protected by UK consumer law and are not limited by our 30-day change-of-mind returns policy.

💰 Refunds

Once your return has been received, we will inspect the item and let you know when your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow approximately 3–5 working days for us to process an approved refund. Your bank or payment provider may take additional time to show the refund in your account.

Delivery charges will be refunded where required by your statutory consumer rights.

Any additional amount paid for an upgraded delivery service, such as Priority Tracked Delivery or Royal Mail Special Delivery, may not be refundable beyond the cost of our standard delivery service.

❌ Items We Cannot Refund

We may be unable to accept a change-of-mind return where:

• An item has been used, damaged or altered after delivery

• Parts or components are missing

• The product is no longer in a condition suitable for resale under our additional 30-day returns policy

• A hygiene-related product falls within the applicable legal exemption once unsealed or used

These exclusions do not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of UK consumer law.

❓ Need Help?

Please contact us before returning any items so we can assist you quickly and provide the correct return instructions.

Email: info@h2olow.com

We’re here to help.

Nothing in this policy affects your statutory consumer rights.