Refund policy
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 often have a quick solution.
📦 30-Day Return Period
You have 30 days from the date of delivery to request a return.
To be eligible:
• Items must be unused and in original condition
• All parts and packaging must be included
• Proof of purchase is required
For hygiene reasons, products that have been installed, used with water, or modified cannot be returned unless faulty.
🚚 Return Shipping Costs
If you change your mind:
• You are responsible for return postage costs
• Original shipping fees are non-refundable
If your order qualified for free shipping, a £4.95 processing and outbound shipping contribution may be deducted from your refund.
If your item is faulty or incorrect, we will cover reasonable return costs.
🔧 Faulty or Damaged Items
If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery with photos where possible.
We will offer:
• Replacement parts
• Exchange
• Full or partial refund (where appropriate)
💰 Refunds
Once your return is received and inspected:
• Refunds are issued to the original payment method
• Processing typically takes 3–5 working days
Shipping fees are non-refundable unless the item is faulty or incorrect.
❓ Need Help?
Please contact us before returning any items so we can assist you quickly.
Email: info@h2olow.com
We’re here to help.