Delivery and Returns

Updated on 5/5/2026

Delivery & Returns Policy

Delivery

UK Deliveries

All delivery timeframes provided are estimated from the date of dispatch, not from the date the order is placed.

Please note that during sale season or due to unforeseen circumstances, the standard delivery timeframe of 2–4 working days may occasionally experience slight delays. However, we will always make every effort to minimise any delays and ensure that your order reaches you as quickly as possible.

Dispatch Times

  • Orders placed before 1:45 PM (GMT) Monday to Friday are typically dispatched the same day
  • Orders placed after 1:45 PM (GMT) or on weekends/public holidays will be processed and dispatched on the next working day

Once your order has been dispatched, you will receive a confirmation email with tracking details so you can monitor your delivery.

Pre-Orders

  • Your entire order will be held and shipped together once the pre-order item is available
  • We do not currently split shipments for pre-order items
  • If you require other items sooner, we recommend placing separate orders for in-stock and pre-order products

Estimated dispatch dates for pre-order items will be clearly communicated on our website product page.

Shipping Charges Policy

  • Orders below £99 will have a £6 shipping charge
  • If the customer opts for a subscription (even for one product category), shipping will be free
  • Orders above £99 will qualify for free shipping

Order Processing Time

  • Orders are processed within 24 hours or on the next working day, depending on the customer’s location
  • Delivery typically takes 3–5 business days, tentatively

Courier Partners in the UK

  • Royal Mail
  • DPD
  • UPS

Delivery timelines may vary depending on the courier and destination.

Returns

If for any reason you are not completely satisfied, we offer a return policy based on the product type.

100-Day Money-Back Guarantee (Filter Systems Only)

A 100-day trial period applies to water filter systems (filters with stainless steel housings) purchased through our website.

  • The product must be returned within 100 days of delivery
  • The item must be in its original packaging
  • The stainless steel housing must be free from damage or dents

This guarantee does not apply to refurbished products (e.g. 8L Refurbished model).

30-Day Returns (All Other Products)

All other products are covered by a 30-day return policy. If 30 days have passed since your purchase, we may not be able to offer a refund or exchange.

Return Eligibility

  • Items must be unused and in original condition
  • Items must be returned in their original packaging
  • A receipt or proof of purchase is required
  • Your name and order number must be included inside the parcel

Items returned without prior approval or without following return instructions may not be accepted.

Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order within 14 days of receiving it, for any reason.

To exercise this right, you must notify us within 14 days of receiving your order by contacting us at: support@phoenixwaterfilters.co.uk

Refunds

  • You will receive an email confirming receipt of your returned item
  • You will be notified of the approval or rejection of your refund
  • If approved, refunds will be initiated within 2 working days
  • It may take up to 7 working days for the refund to be credited to your original payment method
  • Partial refunds may be issued if only part of the order is returned

Shipping fees are non-refundable unless the item is confirmed to be faulty.

Late or Missing Refunds

  • First check your bank account
  • Then contact your bank or payment provider, as processing times may vary

If you still have not received your refund, please contact us at: support@phoenixwaterfilters.co.uk

Returning a Faulty Item

  • Contact us within 30 days of receiving your order
  • Provide your order number, details and images

Once confirmed:

  • You will be offered a replacement or full refund
  • Free return shipping will be provided

Please do not return faulty items without contacting us first.

Return Shipping

  • To initiate a return, please contact us at support@phoenixwaterfilters.co.uk
  • Once your return is approved, we will provide return instructions
  • You will be responsible for arranging and covering the return shipping cost unless the item is faulty

We strongly recommend using a tracked and signed delivery service, as we cannot take responsibility for returns that do not reach us.

Customer-Paid Returns

  • If the return is not due to our error, the customer is responsible for return shipping costs
  • The cost may be deducted from the refund if unpaid

Return Processing Timeline

  • Returns typically take 3–5 business days to reach our warehouse
  • A Quality Check (QC) will be completed within 2 business days of receipt
  • Refunds are processed after QC approval

Returns Without Prior Notice

  • Processing may be delayed
  • Refund timelines cannot be guaranteed
  • Manual verification will be required

Please always share your return tracking number.

Exchanges

We are happy to assist with exchanges within 30 days, subject to stock availability.

How to Request an Exchange

Important Information

  • Stock availability cannot be guaranteed at the time your return arrives
  • For faster service, we recommend placing a new order and returning the original item

Exchange Fees

  • A £6 re-shipping fee applies
  • If the new item costs more, you will pay the difference
  • If the new item costs less, the difference will be refunded

Your statutory rights: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it for any reason.

Responsible Shopping

We are committed to reducing our environmental impact. Frequent returns contribute to:

  • Increased carbon emissions
  • Excessive transportation
  • Product waste
  • Free returns are only offered for faulty items
  • All other returns are at the customer’s expense

We encourage mindful purchasing and are happy to assist before you place an order.