Refund and Return Policy

FILTRATE UK

Return & Refund Policy

Effective Date: 2025  |  filtrate.home@gmail.com

1. Refund Eligibility

We want you to be completely satisfied with your purchase from Filtrate UK. Refunds are available for eligible products in the following circumstances:

  • Defective or Damaged Products: If you receive a defective or damaged product, please contact us within 1 day of receiving the item. We will arrange a replacement or full refund at no cost to you.
  • Incorrect Product: If you receive the wrong item, please notify us within 1 day of receipt. We will arrange for the correct product to be shipped or issue a full refund.

Note: To remain eligible for a refund or warranty claim, products must be used and maintained in accordance with the care instructions in your product manual. Claims arising from improper use, neglected filter changes, or failure to follow the manual will not be accepted.

2. How to Request a Refund

To request a refund, contact our customer support team at filtrate.home@gmail.com within 1 day of receiving your order. Please include:

  • Your order number
  • A clear description of the issue
  • Photographs of any damage, defect, or incorrect item

We aim to respond to all queries within 2 business days.

3. Refund Process

Once your request is received and reviewed, we will notify you of our decision by email. If approved:

  • Your refund will be issued to the original payment method used at the time of purchase.
  • For damaged, defective, or incorrect items, we will provide a prepaid return shipping label where a return is required.
  • Refunds will be processed within 7 business days of approval.

Please allow additional time for your bank or card provider to process the credit. If you have not received your refund within 10 business days of approval, please contact us at filtrate.home@gmail.com and we will investigate immediately.

4. Return of Products

In some cases, we may require the return of a product before processing your refund. If so, full instructions will be provided when your refund is approved.

The cost of return shipping is covered by Filtrate UK for eligible cases (damaged, defective, or incorrect items). For all other returns, the cost of return postage is your responsibility.

Return Address: Filtrate, Pendeford Business Park, 2A Newton Court Westrand, Wolverhampton, WV9 5HB

Do not return any item without first receiving confirmation and instructions from us. Unrequested returns will not be accepted.

5. Refund Timeframe

Refunds are processed within 7 business days of approval. The time it takes for the refund to appear in your account may vary depending on your payment provider.

If 10 business days have passed since your refund was approved and you have not received it, please contact us at filtrate.home@gmail.com and we will investigate immediately.

6. Non-Refundable Items

The following items are not eligible for a refund under any circumstances:

  • Used filters or consumable replacement parts
  • Products showing signs of use, modification, or customer-caused damage
  • Products returned without original packaging
  • Sale items and items purchased with a discount code (unless faulty)
  • Gift cards

If you are unsure whether your item qualifies, please contact us before attempting a return.

7. Cancellation of Orders

Orders that have already been shipped cannot be cancelled. If you wish to cancel an order before it is dispatched, please contact us immediately at filtrate.home@gmail.com and we will do our best to assist you.

8. Contact Information

For all return and refund enquiries, please contact us:

Email: filtrate.home@gmail.com

Address: Filtrate, Pendeford Business Park, 2A Newton Court Westrand, Wolverhampton, WV9 5HB

By making a purchase on Filtrate UK, you agree to this Refund Policy.