Aquasoft Softeners Terms & Conditions
Terms and Conditions


Due to Brexit, please be aware that if you are in a Country/Region where you are VAT exempt, once the parcel is in your Country/Region, YOU will have to pay custom charges/duties BEFORE the parcel is attempted delivery.

Please make sure your EMAIL ADDRESS and MOBILE NUMBER are correct as this is how you will be contacted to pay. Emails from customs are only valid for 2-3 days – so please be prompt in paying the fees.

PLEASE BE AWARE OF SCAMS and DO NOT click links you are unsure of. If in doubt, Track your parcel on the tracking number we send you once the item has been dispatched and they may be able to give you the relevant information. ANY parcels returned to us where the customs/duties have not been paid, your order will be refunded MINUS the original carriage charge AND minus a return to sender fee – Please note: If you paid with a BACS transfer, a currency conversion fee/bank transfer fee may also be deducted.

1. Prices are valid at the time of placing the order, but are subject to change without notice. Although we make every effort to ensure advertised prices are correct, there may be occasions where an incorrect price is advertised. Under these circumstances we are not obliged to supply goods at the advertised price where there is an error in any said price.

2. Delivery of goods that are in stock will usually be despatched the next working day. UK mainland deliveries are typically 3 working days, other destinations will vary. Items out of stock will be placed on back order and supplied when available unless otherwise stated when placing an order. Customers will be advised of any delay that may affect their order. Any item on back order, can be cancelled at any time, with the exception of items that have been specially ordered or built which can not be cancelled without our prior agreement.

Receipt of Goods
3. DO NOT SIGN FOR A PARCEL UNTIL CHECKED IF PACKAGING IS DAMAGED: Please check your parcel as soon as it has arrived, any damages made in transit MUST be reported to us via email within 3 days of signing for your parcel to ensure a claim is valid. Parcels received by Royal Mail must also be checked and any damages must be reported within 3 days of receipt. Please include photos of the damaged item(s) as well as photos of the packaging. No claims can be accepted outside this period.

4. All UK Mainland Postcode orders (Excluding Scottish Highlands, Northern Ireland, Sottish Islands, Channel Islands, Isle of Mann, Isle of Wight and other offshore UK islands) are sent carriage free, Scottish Highlands, Northern Ireland, Sottish Islands, Channel Islands, Isle of Mann, Isle of Wight, Other offshore UK islands and Other destinations will incur a carriage charge, which will be calculated on checkout.

5. Full payment is taken at the time of order online. We accept most credit and debit cards, as well as PayPal. Some debit cards may not be useable for mail order transactions. We do not accept American Express, Diners Club or JCB cards.  If you prefer to pay with cheque, cash or BACS transfer, please contact us to place an order by phone within business hours. We can set up proforma invoices, however goods are not sent until payment has been made in full and cleared.

Please note: If you are paying for goods via a BACS transfer, either on-shore or off-shore, you are responsible for all bank charges and if applicable, any currency conversion fees as we will require the full invoice amount before we can send your order.

6. For security reasons, when placing an order, you must give your full name, address postcode and country, which must be the same as that held by the payment card company and complete all card data fields. Failure to do so will delay dispatch of your goods. All goods remain the property of Aquasoft Softeners until full payment is made.

Please note: For security reasons, we can only take card payments over the phone if your card is registered to a UK address. If your card is registered outside of the UK please call us for a proforma invoice - these can be paid with a BACS transfer (See note above regarding fees) or via a PayPal request.

Order cancellation and returns
7. Apart from special orders* and machine service parts, goods purchased from us may be returned within 7 days of receipt for a full refund. Customers will be required to return items at their own cost unless otherwise agreed in writing. We must receive notification of your intention to return the goods in writing by post or email. We will confirm acceptance and method of return. The goods must be returned unused and with any hygiene wrapping unopened. A refund will be made within 28 days of cancellation. Any deductions/charges/fees will be made clear at the time of authorising such returns on our part. This condition does not affect your statutory rights on the return of faulty goods. The return address of any goods will be the address shown on the delivery note unless we have agreed alternative arrangements.

*Special orders – This may include certain branded products, machine spare parts, resins, media, NeutraCalc, all specialist items that are made to order or items that have been imported in from overseas especially to fulfil an order. These items unfortunately cannot be returned.

Orders returned due to non-delivery
8. Any orders that are automatically returned to us from our couriers due to non-collection, incomplete addresses, Customs/Duties not being paid, will be refunded MINUS the original carriage charge AND MINUS the return to sender charge.

We will email you on receipt of the returned parcel giving you an option to contact us before we refund your order.

If you wish to have the parcel resent to you, then you will have to repay the carriage charge and the return to sender fee before we resend the goods.

If you wish to have a refund, then that will be processed minus the fees as stated above.

Aquasoft Softeners and its subsidiaries are governed by the 'Distance Selling Regulations'.

Order processing
9. Orders placed on the website are processed with as little delay as reasonably possible. For this reason, we cannot guarantee that further instructions from customers will be acted upon. We advise any customer who is unsure of the product(s) they intend ordering to contact us prior to placing an order so a member of our sales team may assist.

Please Note: Pro-Forma invoices.
We can set up proforma invoices for customers to pay with a BACS payment. (or a card payment over the phone if the card is registered in the UK) however it is the customers responsibility to check ALL the details are correct on the proforma before they make a payment.

Any errors, misprinted information, change of goods or change in delivery/billing address, phone number etc. must be made to us by the customer via email or a phone call BEFORE the payment has been made.

We will then update the proforma invoice, to ensure the details are correct, and will resend the updated proforma to the customer to check again. If everything is correct then payment can be made.

Once we have received a payment, we accept that to mean all the details are correct and we have the authority to go ahead to process your order.

We will send you your VAT invoice (non-VAT invoice if exempt) to acknowledge the payment has been received and that we are now processing your order.

An email dispatch confirmation will be sent once your order has been dispatched with the relevant postage/tracking details.

Should we receive correspondence from the customer AFTER payment has been made, the invoice has been sent, after items have been dispatched or if the order has been delivered to the delivery address stating any discrepancies in the order (whether this is an error with the products ordered, or the details we have been given), whilst we will try our best to resolve such issues it isn’t always possible as once items have been dispatched it is out of our hands and such changes cannot always be made.

On some occasions, we may be able to rectify certain issues however if we receive extra charges to rectify these issues then these will be the customers’ responsibility to pay.

Private Water Supplies
10. We endeavour to give our best possible suggestions for products and treatment but cannot accept responsibility for system performance guarantees as variations in the incoming water quality and other site conditions are beyond our reasonable control. Equipment provided is on a supply only basis, unless otherwise agreed in writing, and we strongly recommend that such equipment be installed by a qualified installer. We accept no liability for poor installation, commissioning and on-going maintenance of the equipment.

11. Any details held will be used only by Aquasoft Softeners and will not be passed on to any other parties. Occasionally we may send you details of special offers, promotions or new price lists. If you would rather not be part of any of these direct mailings, please state this when ordering.