Returns Policy

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 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.

Once the products have been quality checked, your refund will be processed within 14 days of reaching our warehouse using the same method that you paid with.

Please note, your cancellation right does not apply in the case of:

·        any made-to-measure or custom-made Products.

·        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 help@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; see the remainder of this clause 9 for further details. Please see clause 10 for details of what to do if you receive faulty Products.

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 help@doulton.com of your issue and we will try our best to resolve the issue.

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 to a refund in accordance with the terms of clause 9.

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.

PRODUCTS 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 help@doulton.com