1. Terms & Conditions

1.1 The terms and conditions set out on this page (Terms) together with our Website Terms and Conditions of Use and Privacy Policy tell you information about us and the legal terms and conditions  on which we sell any of the products (Products) listed on our website (our site) to you. These Terms will apply to any contract between you and us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site.

1.2 Please note that by ordering any of our Products, you agree to be bound by these Terms. If you do not agree with any of the Terms, you should not place an order with us.

1.3 We reserve the right to vary the Terms from time to time. Unless the change is minor (i.e. to correct a spelling error or reformat the document), we will always notify you in writing. This page was last updated on July 2023.

2. Information about Us

2.1 www.doulton.com is a site operated by Doulton Water Filters Limited. We are a limited company registered  in England and Wales under company number 10183275 and have our registered office at Albion Works, Uttoxeter Road, Longton, Stoke-on- Trent ST3 1PH. Our main trading address is Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire ST5 9BT. Our VAT registration number is GB 432 0211 61.

2.2 You may contact us (including if you have any complaints) by telephone, email or by submitting a form on our website. Our contact details are available on our site.


3. Our Products
3.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to capture the colours accurately in the Product images, because of various factors outside our control (e.g. the settings on your computer’s display) we cannot guarantee that the colours you see on your screen accurately reflect the colour of the Products.

3.2 The packaging of the Products may vary from that shown on images on our site.

3.3 All Products shown on our site are subject to availability.

3.4 We have an ongoing Product development programme, therefore, our Products and product ranges may change. Please check that the Product specification meets your requirements before placing an order for Products.


4. Use of our site
4.1 Your use of our site is governed by our website Terms & Conditions of Use, a copy of which can be viewed on our site; clicking this link will take you to them [Click to view T&Cs of Use] Please take the time to read these, as they include important terms which apply to you.


5. How we use your personal information
5.1 We only use your personal information in accordance with applicable data protection laws in the United Kingdom and our Privacy Policy, a copy of which can be viewed on our site; clicking this link will take you to them [Click to view Privacy Policy]. Please take the time to read this, as it includes important terms which apply to you.


6. If you are a Consumer
6.1 If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.

6.2 We intend to rely upon these Terms in relation to the Contract between you and us. Changes to these Terms will only be binding on us if we confirm  our agreement to any such changes in writing.

6.3 As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect your legal rights as a consumer.

6.4 Please note all products purchased via www.doulton.com are for personal use only and not to be resold.


7. If you are a business customer
7.1 If you are a business customer and wish to place a bulk order with us or wish to enter into an ongoing supply agreement with us then please send  an email to filtersales@doulton.com and a member of our customer services team will contact you to discuss your opening of a trade account with us.

7.2 If you are a business customer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.


8. The contract between us
8.1 Products can be purchased on our site using our order process which allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.

8.2 If we accept your order, we will send you an email confirmation (Order Confirmation). The Contract between us will only be formed when we send you the Order Confirmation.

8.3 If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site we will inform you of this by e-mail and we will not process that part of your order. If you have already paid for the Product, we will refund you the full amount for that Product and, if that Product is the only item in your order, any delivery charges as soon as possible. If you decide that you want to buy the Products at the correct price then you may place a new order in accordance with these Terms.

9. Returns and Refunds
9.1 As a consumer, you have a legal right to change your mind for most Products purchased online.

9.2 You can cancel the contract and return the Products to us for a refund at any time up to 14 days after the day on which you receive your Products (if we send your Products in separate parcels and they arrive with you on different days the 14 days will start to run from the day you receive the last of those parcels).

9.3 However, your cancellation right under clause 9.2 does not apply in the case of:

    (a) any made-to measure or custom-made Products;

    (b) any sealed Products once the seal has been broken.

9.4 To cancel a contract, you can let us know:

    (a) by sending an e-mail to filtersales@doulton.com. Please include your name, address and order number to help us identify it.


10. If you decide to cancel the contract you will receive:

10.1 A full refund of the price you paid for your Products, subject to you returning and us receiving your Products in the same state as they were sent to you with any packaging or accessories that accompanied your Products when they were delivered to you. To determine whether your returned Products are in the same state as they were sent to you we will put them through, and for your refund they must pass, quality control inspection

10.2 We will process the refund due to you within 14 days of the day on which we receive your Products back or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us. We will refund you on the credit card or debit card used by you to pay.

10.3 If we determine the returned Product is not in the same state and we do not intend to refund you, we will notify you and explain our decision in writing.

10.4 Our address for returns is Doulton Water Filters, Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire ST5 9BT. You will be responsible for the cost of returning the Products to us.


11. Faulty Products
11.1 If you receive faulty Product(s) you can return them to us. Our address for returns is Doulton Water Filters, Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire ST5 9BT.

11.2 On receipt of the faulty product we will (following investigation of the alleged fault) offer you a replacement or refund. In either case we will reimburse any applicable delivery charges and any reasonable costs you incur in returning the faulty Product(s) to us - proof of your payment of any such costs shall be required.

11.3 If you choose a replacement Product we will deliver this to you free of any delivery charges. You will have a further 14 days after the day on which you receive the replacement Product from us to change your mind and return the replacement Product and receive a refund (see clause 10 above).

11.4 If you choose a refund we will refund the price of the faulty Product(s) in full. We will refund you on the credit card or debit card used by you to pay within 14 days of receipt by us of the returned Product.


12. Delivery

12.1. When you use our order process to purchase Products, the appropriate delivery charge will be added automatically to your order, based on the delivery address you provide. The delivery charge will be itemised on your order summary and you will be asked to review your order summary before you submit your order.

12.2. Delivery will be completed when we deliver the Products to the address you gave us during the order process and the Products will be your responsibility from the completion of delivery. Where delivery is made to a country outside of the United Kingdom, delivery will be complete at the time upon which the Products enter the destination country, at which point, the risk in the Products no longer remains with us.

12.3. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your Products.

12.4. The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses. We will select the most appropriate carrier for the Products. This means your delivery may arrive in more than one batch to ensure your order is transported by the most appropriate means.

12.5. All delivery timescales are subject to product and delivery slot availability. Whilst every reasonable effort shall be made to keep to any delivery date or time and delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses you incur if we do not meet the estimated delivery date. We will always endeavour to notify you in advance if we believe we will not be able to deliver on the estimated delivery date stated in your Order Confirmation.

12.6. Deliveries made by hand are made on weekdays (unless there is a public holiday) between the hours of 09:00 and 16:00 GMT but we are unable to confirm a specific time. If our original attempt to deliver is not successful, a card will be left at your address allowing you to contact the delivery service and arrange a second delivery. If a second attempt to deliver is not successful and a delivery cannot be made within 3 days then the Product will be returned to us. All returned orders will be refunded via the method of payment. We reserve the right to charge you for any cost we incur due to failed redelivery attempts.

12.7. Your order may be subject to import duties and taxes which are applied when the delivery reaches the intended destination. Please note that we have no control over these charges and we cannot predict their amount. You will be fully and solely responsible for payment of any such import duties and taxes.

12.8. Delivery of the Products might be delayed pending payment of these charges. Please contact your local customs office for further information before placing your order.

12.9. We also have no responsibility for completing any necessary forms and/or documents required to import the Products in to country of your choice. You are fully and solely responsible for ensuring the relevant forms and/or documents are completed, in accordance with local rules and regulations.

12.10. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.


13. Price of products and delivery charges

13.1. The prices of the Products will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time you place your Order. Please see clause 8.3 for information about what will happen if we discover an error in the price of Product(s) you ordered.

13.2. We may update our Product prices at any time,  but changes will not affect any order which we have already confirmed with an Order Confirmation.

13.3. The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

13.4. The price of a Product does not include delivery charges. We publish our delivery charges on our website. We may update our delivery charges so please make sure you check the current rates when placing your order.


14. How to pay

14.1. You can only pay for Products using a debit card or credit card. We accept the following: Visa, MasterCard, Maestro and PayPal.

14.2. Payment for the Products and all applicable delivery charges is in advance. We will not charge your debit card or credit card until we dispatch your order.


15. Subscription Services

15.1 You can opt into our subscription service, which is only applicable for selected products sold on our site. The selection of products sold under this subscription service may change from time to time.

15.2 To benefit from the subscription service you need to create an account on our site, you cannot transfer or assign your subscription to another account or a third party. The subscription is only associated to the account used upon initial sign up.

15.3 The subscription period will be determined by you at the initial sign up of your subscription. Once you have signed up to the subscription service, orders will be placed automatically for the products selected and they will be dispatched at the subscription period.

15.4 For each subscription order you will be charged the price for each product as listed on our website on the day your subscription order is processed, as detailed in the Order Confirmation. If there have been any price increases for your subscription product(s) you will be notified via email, your continuance of the subscription is deemed as an acceptance of the price increases.

15.5 The price of each subscription will be charged to the payment method used to create the initial subscription. If the payment method used at sign up of the subscription is unable to complete the transaction for an order, or you have contacted us to update the payment method, we are authorised to amend the payment method which we have on our system and charge that payment method for future subscription orders. If we are unable to charge the payment method which we have on our system for you, or you are unable to provide an alternative payment method, your subscription will be cancelled.

15.6 Your subscription will continue until you have cancelled it. You may cancel or pause your subscription at any time by accessing your subscription portal on our website. Cancellation of your Subscription will not apply to orders for which you have received an Order Confirmation.

15.7 For cancelled subscription(s), you will only be charged for orders that have been confirmed and for which you have received an Order Confirmation, you will not be charged for any additional subscription orders, unless you have reactivated your subscription.


16. Our liability to you

16.1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.

16.2. We only supply the Products to you for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16.3. We do not in any way exclude or limit our liability for:

    (a) death or personal injury caused by our negligence;

    (b) fraud or fraudulent misrepresentation;

    (c) or;

    (d) any act, omission or liability which may not be limited or excluded by law (e.g. the Sale of Goods Act 1979)


17. Events outside our control

17.1. We will not be liable or responsible for any failure to perform, or delay in performing, any of our obligations under a Contract that is caused by an Event Outside Our Control.

17.2. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

17.3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

    (a) we will contact you as soon as reasonably possible to notify you; and

    (b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

17.4. If an Event Outside Our Control prevents us from delivering the Products for more than 30 days you may cancel the Contract. If you choose to cancel the Contract please let us know in writing, by contacting filtersales@doulton.com. We may also decide to cancel the Contract if an Event Outside Our Control continues for more than 30 days from the estimated delivery date stated in the Order Confirmation. We will notify you in writing if we decide to cancel your order.


18. Communications between us

18.1. Whenever these Terms refer to 'in writing', this will include e-mail (but not other forms of electronic message, e.g. SMS messages).

18.2. If you wish to contact us in writing, or if any clause in these Terms requires you to give us notice in writing, you can send this to us by e-mail to filtersales@doulton.com. We will confirm receipt of this by contacting you in writing, normally by e-mail. Please let us know if you need us to contact you by another method (e.g. due to accessibility issues).

18.3. If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.


19. Other important terms

19.1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

19.2. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.

19.3. Each of the clauses of these Terms operates separately. If any court decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.

19.4. If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.

19.5. If there is a dispute between us we would hope to be able to resolve this dispute with you ourselves. If you have any complaints please raise these with our Customer Services Team in the first instance. Our Customer Services Team can be contacted by email on filtersales@doulton.com If you contact us by email we aim to send an acknowledgement to any such communications within 2 working days, (although this will be longer if there is a public holiday). We will notify you how long we estimate it will take to provide a substantive response to your complaint (this can vary depending on how complicated the matter is and if we need to obtain information from a third party, e.g. the company responsible for making the delivery)  If we are not able to resolve the dispute, you can find further information about options available to you on the Which? website.