Terms & Conditions

Welcome to Aquasana Europe. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Aquasana Europe’s relationship with you in relation to this website and your purchases. At no point are your statutory rights affected.

The term ‘Aquasana Europe’ or ‘us’ or ‘we’ refers to the owner of the website www.aquasanaeurope.com  which is wholly owned by W11 Limited trading as Aquasana Europe (referred to throughout this website as Aquasana Europe), whose registered office is: W11 LTD, 20 - 22 Wenlock Road, London, N1 7GU, United Kingdom. Company Registration Number 04781233. The term ‘you’ or ‘your’ refers to the user or viewer of our website.

Ordering Products

Products displayed on our website can be ordered securely online through our 256-bit encrypted secure server secured by Geo Trust, with payment secured & processed by SagePay and HSBC bank.

We accept the following credit & debit cards – MasterCard, Visa, Delta, Visa Electron, Maestro, Switch, Solo, Amex. We also accept payment via PayPal. All options can be selected during the checkout process.

We also happily accept phone orders on +44 (0) 208 099 5178, Monday to Friday, 9:00 am to 17:00 pm.

Once you’ve placed your order and provided a valid email address you will receive an email order confirmation and a receipt of your credit card transaction from SagePay or PayPal.

Delivery Information

Orders are usually shipped the day of purchase if the order is placed online before 15:00 pm Monday – Friday, if the order is received after this time it will be dispatched the following working day. Delivery is next working day for the UK delivery, 2 days for UK Offshore and Scottish Highlands and 5 - 7 days for Mainland Europe deliveries. For all other locations please contact us. Please see the delivery information page for delivery costs, for all other locations please email us at support@aquasanaeurope.com.

We use a range of different couriers. e.g. UPS, City Link, TNT, DHL, DPD Interlink Express, Parceline & Royal Mail.

Orders being shipped outside of the UK will be exempt from UK VAT charges (This includes the Channel Islands and Gibraltar). However, upon arrival at the destination country, all delivered goods will be subject to local taxes and may incur additional customs fees. The carrier will contact you with details of any payment due at this time. For further details on any charges that may be incurred, please consult the destination country's government guidance.

If you wish to change the delivery details or redirect the package to an alternative address once the order has been despatched, this will incur an additional charge starting from £17 depending on weight. If you would like to make a change to the delivery address after the item has been despatched, please contact us.

If the goods are not delivered within the timescale set out above, and no card has been left by the courier, please contact us. Please note: We cannot be held liable for any loss caused by late delivery on the part of the couriers.

Please note: Delivery times are not guaranteed times; there is no such a thing as a guaranteed delivery day as Aquasana Europe nor the couriers can legislate for problems arising in transit. Even so, 99% of our UK Mainland orders are attempted the following working day. If your order is urgent, we suggest allowing sufficient time to get the order to you allowing for any eventualities.

Couriers will attempt to deliver your order up to 3 times, if delivery is unsuccessful after the third attempt the goods will be returned to our warehouse with the return costs levied on the order, return costs vary depending on weight and location returning from. Redelivery of a returned order will take place following payment of the return costs and new delivery costs.

Damaged Goods

If upon receipt of your goods you find they are damaged, please notify our office immediately within 24 hours of receipt and retain the damaged packaging. Some couriers need notification within 24 hours for us to be able to make a claim and they may need to inspect the damage in person.

If upon receipt of your goods, you find there are any marks, blemishes, scratches etc on any part or parts of the goods, please notify our office immediately within 24 hours of receipt. Any delay after that, can not be accepted as goods having been delivered in that condition and a return for refund would not be accepted on that basis within the terms for return.

If upon receipt of goods, there are any items/parts missing, then please notify us within 24 hours of receipt.  Any delay after that, can not be considered as missing and the value of the missing items/parts will be deducted from the total value of the goods purchased if returned within our 14 days return policy. 

If upon receipt, you believe that you have received the incorrect goods, then please notify us with 24 hours of receipt and before the goods are used in anyway.  Any delay after that or notifying us after using the item, it will be assumed that you have accepted the goods received and can not be returned on the basis that you have received the wrong goods.

Cancelations & Returns Policy

Under the EU Directive on Consumer Rights, you have the right to return unwanted goods. This "cooling-off" period gives you 14 days in which to cancel your order. The period starts the day after the day that goods are received.  If you wish to cancel an order within the 14-day cooling-off period, you may do so providing the goods are in a re-saleable condition, we ask customers exercising this right to return the goods unused, in the original packaging with all user information. The Distance selling regulations state that you are allowed to examine the products as you would in a shop. However, you are not allowed to pass water through it.

To exercise this right please contact us. We will need confirmation in writing, as well as your name, address and invoice number, please submit this via email to support@aquasanaeurope.com. When exercising the right to cancel during the cooling-off period, goods are to be returned at the customer's expense. We will send you the correct address to return the goods, our St John Street address is not the address to send product returns. Once a return has been authorised you will be supplied our service centre returns address. Do not refuse to accept the goods from the courier, accept the goods from the courier and the correct address to return the goods will be supplied within 24 working hours.

Refunds are not dependent on the goods being returned. If goods are not returned to us after a customer has exercised the right to cancel, we require that they are made available for collection. The direct cost of the collection will be deducted from the refund. You will remain liable for the cost of any goods that are not returned or made available for collection.

You must use a reputable delivery service that can provide evidence that they have delivered the goods back to us. Please also ensure that goods are packed with sufficient outer packaging to ensure that no damage is caused in transit, please make sure the plug on any electrical item is packed in a sufficient amount of wrapping so that it cannot scratch, dent or break the equipment in transit. We will not be responsible for such damage and would suggest you take out insurance with your courier to cover this. Assuming that our return's policy has been adhered to, returned goods will be credited within 30 days of our receiving them.

If you are ordering on behalf of a business the Distance Selling Regulations do not apply and our contract of sale with your business is complete when you accept delivery of the goods. It is important that you select the correct product for your needs as you will not be entitled to a full refund if you wish to return the goods. We do not normally accept the return of goods bought by a business unless the product is new and in its original, unopened packaging.

If in doubt about any aspect of our returns policy, please either email or phone us and we will be happy to help.

Faulty Goods & Warranty Issues

This section is in addition to individual manufacturer’s warranties. The warranty for all products sold through this website is serviced in the UK.

If you believe your goods may be faulty please email us at support@aquasanaeurope.com with issues of the problem and a member of our Support team will come back to you to advise how to resolve the problem. There are occasions when we need to contact Aquasana in the USA in regards to the problem you are facing for their advice.   

Faults occurring after the 14-day cooling-off period are still covered by the Sales of Good Act (1979) and also by the individual manufacturer's warranties that come with some products.

Authorised returns of faulty goods should be accompanied by information and a letter explaining fully the reasons you think the goods are faulty. If the goods are faulty they will be repaired, replaced or refunded. If the goods are found to not be faulty then we will have to charge for the time spent testing the equipment and/or return delivery charges at our standard delivery rates.

After 6 months has elapsed from receipt of an order, the customer is responsible for the cost of returning faulty goods &/or postage costs of parts sent to the customer under warranty. If a fault is found to have occurred due to accidental damage, misuse or expected wear and tear you will be informed of the cost of repair/replacement and return delivery. When payment is received, the goods will be returned to you.

We endeavour to make our instructions as clear as possible and would welcome any suggestions you have to make them even easier.

Customers will be advised in writing as to where to return faulty goods, depending on the fault and product, the item can be sent to different locations, so please make sure you have been instructed before you attempt to return any goods.

Secure Trading

All orders taken on our site are handled by a secure server which means that all your personal information is encrypted before it is sent and then only we can read it. You can verify the secure status of our server in a number of ways:

• By default, most browsers put up an alert window advising you that you are about to enter a secure site.
• A closed padlock symbol will appear in the status bar of your browser, the address bar on your browser many also turn indicating that this is a secure website.
• The web address in the address bar will commence with https:// instead of http:// The additional 's' signifies secure.

The information you transmit is encrypted using 256 bit SSL (Secure Socket Layer) technology, currently the most sophisticated encryption method available for public use. Our secure server benefits from a Geo-Trust SSL certificate which confirms the security of the system. Payments are processed securely through SagePay and HSBC bank. The confidentiality and security of your personal information is of paramount importance and we hope that the measures we have taken to protect it demonstrate this. If you have any concerns or questions please do not hesitate to contact us - we will be delighted to answer them for you. Please note that customer details are never released to third parties under any circumstances.

Feedback & Complaints

We welcome any form of feedback to help us to improve the service we offer. If you have a complaint regarding any aspect of Aquasana Europe, please contact us via email on support@aquasanaeurope.com. The relevant Manager from the Department will endeavour to respond to all complaints within 10 working days. 

Links to External Services

This website may contain links to other websites which are not under the control of, nor maintained by Aquasana Europe. These links are provided for your convenience only and we cannot be held responsible for the content of those sites.

Force Majeure

Aquasana Europe shall have no liability for any failure to deliver goods, any delay in delivery or for any damage or defect to goods caused by any of the following events or circumstances beyond its reasonable control: Acts of God, flood, riots, fire, drought, war or legislation.

Accuracy of Information

This website may include unintentional inaccuracies or typographical errors, for which we apologise. Aquasana Europe reserve the right to make changes in the products, prices and content described in this website at any time and without notice. We reserve the right to not supply goods and to cancel your order in the event of a pricing error or omission. We reserve the right to withdraw any item from sale, at any point prior to dispatch, for whatever reason.

Limitation of Liability

Aquasana Europe shall not be responsible for any detrimental reliance you place on this website or its contents. We endeavour to make our website uninterrupted and error-free but are reliant on our web server. Therefore, the online shopping service is provided on an "as is" and "as available" basis.

Any other information or advice given on this site is meant for guidance purposes only and purchasers must be responsible for determining whether such information or advice applies to their particular circumstances. The information and advice contained on this website should not be relied upon as statements or representations of facts. No warranty is given as to the accuracy of any information given.

Governing Law

This agreement between Aquasana Europe and you shall be governed by and interpreted in accordance with UK law, and UK courts shall have jurisdiction to resolve any disputes.

All rights, including copyright, trademarks, names and logos, used in relation to this website are owned by or controlled for these purposes by us. Nothing in this Agreement confers on you any licence or right under any of our trademarks, names or logos or those of any third party.

We reserve the right to issue legal proceedings against any companies or persons who copy any text, photographs, images, graphics, logos, button icons, trademarks or any part of this website. The content of this website is and remains the intellectual property of Aquasana Europe.