Refund policy
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MY ITEMS ARE DAMAGED
Refunds can be given on products that arrive already damaged or faulty. In the case of damaged or faulty products you will need to return the item(s) to receive a refund. Please note that:
- You must contact us within 28 days after receiving your items with clear photos provided.
- Items must be sent securely (so that they are not further damaged during shipping).
- Items must be in their original packaging, if possible.
Not complying to these three points may render your refund void. If you have any questions regarding this policy or other questions, don't hesitate to contact us.
I'VE RECEIVED THE WRONG ITEMS
If the items you've received are incorrect (not what you ordered), Living Waters Europe will provide a replacement at no additional cost to the customer. The customer must make a claim within 28 days after their order date to be eligible for a replacement. Any claim after 28 days are not eligible for a replacement. If you have any questions regarding this policy or other questions, don't hesitate to contact us.
I'VE NOT RECEIVED MY ORDER
If an order has not been received, you must contact us within 28 days of the 'fulfilment' date (despatched date). Enquires later than 28 days will effect our ability to track the order and will negate refunds and replacements.
If a parcel was not successful due to the customer...
- Failing to accept the package (not collecting from the local post office or not organising a redelivery), or
- Entering incorrect delivery address
...the customer will have to pay for the parcel to be redelivered, or a refund will be issued of the items only (delivery will not be refunded).
I'VE CHANGED MY MIND
We try to provide as much information as feasible about our products to give you the best idea of what you are purchasing. However, whilst unlikely, you may find that it's not quite what you expected. We can refund item(s) if you meet the following conditions:
- The item is in the original packaging, unchanged and not damaged.
- Return shipping is the customer's responsibility and is not refundable.
- No damage has been done during the return shipping (so please pack it securely).
- You've contacted us regarding the return within 15 days of receiving your items (email is preferred).
- Refund will be for the item(s) only.
If you manage to cancel before posting has occurred, we are happy to refund the full amount.
Please feel free to ask us questions about our products if you're not sure about something.
I DIDN'T PAY THE CUSTOM DUTY/IMPORT FEES
Please note that due to the UK leaving the EU, you could be charged custom duty fees or other types of import costs. This is imposed by your local border authorities and we have no control over this. We will try to pay it where we can in advance, but we can't guarantee it at this time. While import costs may vary depending on the item, value and country of destination, we estimate it to cost around 25% of the total value of your order. If you do not pay the border authorities, your order will be returned to us, and we will not refund the shipping costs. If you wish for the order to be sent again, you will need to re-pay the delivery cost for us to ship it again. Alternatively, we can refund the value of the items only.