Terms of service
Terms & Conditions
Last updated: August 2026
These Terms & Conditions apply when you use the H20LOW website or purchase products from us.
Please read them before placing an order. Nothing in these Terms & Conditions affects your statutory consumer rights.
1. About H20LOW
H20LOW is the trading name of Tamsin Johnson, sole trader.
Trading address:
18A West End View
Cayton
Scarborough
YO11 3SP
United Kingdom
Email: info@h2olow.com
Website: h2olow.com
Throughout these terms, “H20LOW”, “we”, “us” and “our” refer to H20LOW.
“You” and “your” refer to the customer or website user.
2. Our Products
We aim to describe and display our products as accurately as possible.
Product photographs are for illustration and colours, finishes or small design details may vary slightly from those shown on screen.
Please read individual product descriptions, measurements, compatibility information, fitting instructions and safety information carefully before purchasing or installing a product.
Some H20LOW products are designed to connect to taps, shower hoses and other plumbing fittings. Compatibility can depend on factors including tap design, thread size, water system and existing fittings.
Where compatibility requirements or restrictions are stated on a product page, these form part of the product description.
If you are unsure whether a product will be suitable for your installation, please contact us before ordering or fitting it. We are happy to help.
Nothing in this section limits your rights if a product is faulty, not as described or otherwise fails to meet your statutory consumer rights.
3. Placing an Order
When you place an order through our website, you are making an offer to purchase the products in your basket.
You will normally receive an automatic order confirmation by email. This confirms that we have received your order but does not necessarily mean that we have accepted it.
A contract between you and H20LOW is formed when we accept and process your order for dispatch.
If we are unable to accept your order, for example because:
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An item is unexpectedly unavailable
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There is an obvious error in the price or product information
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We are unable to deliver to your address
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We have reasonable grounds to suspect fraudulent or unauthorised activity
we will contact you and refund any payment already taken.
4. Prices & Payment
The price payable is the price displayed at checkout when you place your order.
Delivery charges, where applicable, will be shown before payment is completed.
Payment must be made using one of the payment methods offered at checkout.
If we discover an obvious pricing error before your order has been dispatched, we will contact you. You may choose to proceed at the correct price or cancel the order for a full refund.
We will not add optional charges or extras without your agreement.
5. Delivery
Our current delivery methods, charges and estimated delivery times are set out in our Delivery & Shipping Policy.
For UK orders we currently offer:
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Standard Tracked Delivery
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Priority Tracked Delivery
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Royal Mail Special Delivery
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FREE Standard Tracked Delivery on qualifying orders of £50+
We aim to dispatch orders promptly, but delivery dates are estimates unless we have expressly agreed a guaranteed delivery service.
We are not responsible for delays caused by events genuinely outside our reasonable control. If a significant delay occurs, we will keep you informed and you will retain any cancellation or refund rights provided by law.
Responsibility for the goods remains with H20LOW until they are delivered into your physical possession, or to another person you have nominated to receive them.
Please check that the delivery address entered at checkout is correct.
6. International Orders
We may offer delivery to countries outside the United Kingdom.
International delivery times are estimates and can be affected by customs processing and local delivery networks.
Customers outside the UK may be responsible for import duties, taxes, customs charges or other local fees imposed by the destination country unless expressly stated otherwise at checkout.
These charges are outside H20LOW’s control.
Nothing in these terms removes any mandatory consumer rights that apply to you in the country where you live.
7. Your Right to Cancel an Online Order
If you are a UK consumer purchasing online, you normally have the right to cancel your order without giving a reason within 14 days of receiving the goods.
If an order contains several items delivered separately, the cancellation period normally runs from the date you receive the final item.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
To exercise your right to cancel, contact:
You can also use the cancellation form at the end of these Terms & Conditions, although you do not have to use that form.
You are entitled to inspect goods in the way you reasonably could in a shop. We may make a deduction from a refund where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it.
Certain legal exceptions to cancellation rights may apply, including to qualifying sealed goods that are unsuitable for return for genuine health or hygiene reasons once the seal has been broken.
Full information is contained in our Returns & Refunds Policy.
8. Our Additional 30-Day Returns Policy
In addition to your statutory rights, H20LOW offers a 30-day returns period from the date of delivery for eligible change-of-mind returns.
Conditions applying to our additional returns policy are explained in our Returns & Refunds Policy.
Our additional returns policy does not replace or reduce your statutory consumer rights.
9. Returning Goods
For change-of-mind returns, you will normally be responsible for the cost of returning the goods to us.
Where you exercise your statutory cancellation right, we will refund the cost of our standard outbound delivery service where required by UK consumer law.
If you selected a more expensive delivery service, such as Priority Tracked Delivery or Royal Mail Special Delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Please contact us before sending a return so that we can provide the appropriate return instructions.
10. Faulty, Damaged or Incorrect Products
We have a legal duty to supply goods that are:
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Of satisfactory quality
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Fit for their intended purpose where applicable
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As described
If an item is faulty, damaged, incorrect or otherwise does not meet these requirements, please contact us as soon as possible at info@h2olow.com.
Photographs may help us resolve the issue more quickly.
Depending on the circumstances and your legal rights, appropriate remedies may include:
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Replacement parts
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Repair
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Replacement
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Exchange
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Price reduction
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Full or partial refund
Any request that you contact us promptly about damage does not reduce your statutory rights.
11. Installation & Use
Products must be installed and used in accordance with the information and instructions supplied with the product and any compatibility or safety information displayed on our website.
You are responsible for checking that your existing tap, fitting, shower system or installation is suitable for the product you intend to use.
Where professional installation is recommended or reasonably required, you should use a suitably competent person.
We are not responsible for damage caused by incorrect installation, misuse, unauthorised modification or use contrary to clear product instructions, except where the law provides otherwise.
This does not exclude our responsibility for faulty goods, misleading information, negligence or any other liability that cannot legally be excluded.
12. Website Information
We take reasonable care to keep information on h2olow.com accurate and up to date.
Occasionally, information may contain an error or become outdated. Where an error affects an order you have already placed, we will contact you as soon as reasonably possible and deal with the matter fairly.
General information and guidance published on our website is not a substitute for professional plumbing, electrical or other specialist advice where such advice is reasonably required.
13. Intellectual Property
Unless otherwise stated, the content of the H20LOW website — including text, branding, photographs, graphics, product descriptions, videos and other original material — belongs to H20LOW or is used with permission.
You may view, print or save website content for your own personal, non-commercial use.
You must not reproduce, republish, commercially exploit or distribute our original content without permission, except where permitted by law.
14. Reviews, Images & Customer Content
If you voluntarily submit a product review, photograph, video or other content to H20LOW, you confirm that you have the right to submit it.
Where you separately give us permission to use customer photographs, videos or testimonials for marketing purposes, we may use that material on our website, social media or other H20LOW marketing channels in accordance with that permission.
We will not knowingly publish unlawful, abusive, misleading or fraudulent content.
15. Our Responsibility to You
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
In particular, nothing excludes or limits liability for:
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Death or personal injury caused by negligence
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Fraud or fraudulent misrepresentation
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Your statutory rights relating to faulty or misdescribed goods
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Any other liability that cannot legally be excluded
If you are purchasing as a consumer, we are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable.
If you purchase primarily for personal use, we are not responsible for business losses such as loss of profit, revenue or commercial opportunity arising from your use of the product.
16. Events Outside Our Control
Sometimes circumstances outside our reasonable control may affect our ability to fulfil an order, such as severe weather, postal or courier disruption, transport interruption, natural disaster or other exceptional events.
Where this happens, we will take reasonable steps to minimise the impact and keep affected customers informed.
Your legal rights relating to delays, cancellation and refunds remain unaffected.
17. Privacy
We process personal information in accordance with our Privacy Policy.
This includes information needed to process orders, take payment, arrange delivery, provide customer support and comply with legal obligations.
Please see our Privacy Policy for further information.
18. Changes to These Terms
We may update these Terms & Conditions from time to time, for example to reflect changes to our products, website or applicable law.
The terms applying to your purchase will normally be those in force at the time you place your order.
We will not retrospectively change the terms of an existing order in a way that unfairly reduces your rights.
19. If Part of These Terms Is Invalid
If any part of these Terms & Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
20. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections available to you and may have the right to bring proceedings in the courts where you live.
If you are an international consumer, nothing in these terms removes mandatory consumer rights that cannot lawfully be excluded in your home country.
21. Contact Us
If you have a question about an order, product or these Terms & Conditions, please contact:
H20LOW
18A West End View
Cayton
Scarborough
YO11 3SP
United Kingdom
Email: info@h2olow.com
We will always try to resolve customer issues fairly and promptly.
Model Cancellation Form
You may use this form if you wish to cancel an eligible online purchase, but you do not have to use it.
To:
H20LOW
18A West End View
Cayton
Scarborough
YO11 3SP
United Kingdom
Email: info@h2olow.com
I/We hereby give notice that I/We wish to cancel my/our contract for the purchase of the following goods:
Goods ordered:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Signature (only if sent on paper):
Date:
Nothing in these Terms & Conditions affects your statutory consumer rights.