Returns policy
1. Returns
We offer a standard 14 day return and refund policy on all customer orders that are unused and in their original condition and packaging. To be eligible, your refund must be requested no later than 14 days after the day on which you receive your goods. If you wish to return your order, please contact us at returns@iofibrewater.co.uk and we will provide instructions on how and where to send the return goods. In your message to returns@iofibrewater.co.uk please include: details of your order (name, address, and order number) to help us to identify it as a legitimate order.
Upon our reply, you will then have a further 14 days to return the goods to us. Postage costs for returning your order to us cannot be refunded unless the goods are faulty or you received the wrong goods. We recommend that you send the goods back to us via a tracked delivery service, as we cannot be held liable for any goods lost in transit. Once your goods have been received by us we will inspect their condition to make sure that your order has been returned unused and the goods are in their original condition and packaging. If so, a full refund will be issued to you within 10 days of us receiving the goods. There can often be some processing time before a refund is received. If you have not received your refund within 10 days of us receiving the goods, please let us know at: returns@iofibrewater.co.uk
2. Incorrect or faulty goods
If you were sent the wrong goods or your goods are faulty upon arrival, then please contact us at returns@iofibrewater.co.uk as soon as possible. In your message to returns@iofibrewater.co.uk please include:
- Details of your order (name, address, and order number) to help us to identify the order as legitimate and;
- Photo evidence showing the incorrect goods received or the damage that you are claiming for. Without photographic proof, we cannot accept your claims
Upon us accepting that the received goods are incorrect or faulty you will be given the option of either a full refund or being sent new goods of the equivalent/same value.
In the event that we ask you to return the goods, you must do so no later than 14 days after which we provide the return address.
