1. Returning a product you've changed your mind about

We hope that you will be happy with your purchase.  However, if you change your mind then you can return unwanted items up to 14 days after your delivery date.

To be eligible for a full refund, items must:

  •  Be unused and in original condition, with all original packaging, tags, and labels intact.
  • Complete our returns form.

Once the products have been quality checked, your refund will be processed within 3-5 working days of reaching our warehouse using the same method that you paid with. Shipping will not be refunded; if you receive free shipping with your order, you will be deducted £6.67.

Please note, your cancellation right does not apply in the case of any sealed products once the seal has been broken.

You are responsible for the cost of returning items that you have changed your mind about. Please make sure that you sufficiently package up your return to prevent any damage as the goods are your responsibility until they reach our warehouse.

When returning your product(s) please inform us via our contact form or email filtersales@doulton.com. Please include your name, address, and order number to help us identify your purchase.

Our returns and refunds policy is in line with your legal right to cancel. 

  1. Returning a faulty product

All our products are carefully checked before being sent out, but unfortunately sometimes they might develop a fault.

In the first instance, please contact us as there might be something we can do to help.  Inform us via filtersales@doulton.com of your issue and we will try our best to resolve it.

If there isn’t anything we can do, please return your product to Doulton Water Filters, Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire, ST5 9BT.

On receipt of the faulty product, we will 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.

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 for a refund, in accordance with the terms above.

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.

  1. Products that have arrived damaged

All products leave us in perfect condition.  However, in the unfortunate situation where a product has arrived damaged, then please notify us within 24 hours and send us photos of the broken products to filtersales@doulton.com