Returns
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions below, and we will exchange or refund it to the credit or debit cards of the person who originally placed and paid for the order.
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes orders for any goods made to your specification.
If you decide to cancel, you should return the goods to us at your cost within 28 days of purchase and we will refund you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation right apply. We can arrange for collection of your goods, please contact us for a price.
We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the refund no later than 20 days after the day we receive back from you the goods supplied.
In cases where goods are returned after 28 working days following delivery, a £20 plus VAT charge will be deducted for the original delivery charge and a further charge if you would like us to arrange collection of the goods.
To return an item, please go to your online account, find the order you wish to return and click the 'return items' link. Follow the instructions and you will then receive a confirmation email.
We must be advised of your wish to return the goods beforehand by phone or email to our customer service department. We ask that you to keep a proof of postage. If you would like us to arrange a collection, please call for a quote.
If you exercise the right to withdrawal, you have the option of requesting a full refund or exchange of goods. If an exchange is requested, all shipping expenses shall be your responsibility.
If the goods are returned after the 14 day period due to a fault, they will be tested in our workshops. If no fault is found with the item this will be returned to you as promptly as possible. Items that are returned as faulty where no fault is found after testing, and are subsequently not required by the customer will be subject to a 25% handling charge of the original sale price.
If you need a replacement immediately Fountain Softeners will charge for a replacement which will then be refunded upon receipt of the original item.
If you inform us after 48 hours of receipt there may be a charge for a replacement and/or exchange of product, or it may be that we are unable to offer a free replacement. In this event you should contact the sales office or email us to discuss your individual situation.