Refund & Returns

Please read the following details before returning items to us for replacement, repair or refund.

(1) We want you to be completely happy with your purchase. You may return items to us within 30 days of receiving them, whether they are faulty or you have simply changed your mind. This 30 day period includes, and goes beyond, your statutory cancellation rights under the Consumer Contracts Regulations 2013.

(2) Faulty or damaged goods. Please inspect your goods on arrival and let us know as soon as possible if anything is damaged or not as ordered by writing to us at [email protected]. Under the Consumer Rights Act 2015, if goods are faulty you are entitled to a full refund within 30 days of receipt, or a repair or replacement after that. Where goods are confirmed faulty by our staff, we will also refund your reasonable return postage costs up to the value of £5.00 (small items) or £10.00 (larger items, i.e. cases) — please send a copy of your shipping receipt to [email protected] and this will be processed once the RMA is complete. Please note we don’t cover the cost of Royal Mail Special Delivery or insurance premiums — please use 1st Class Signed For or another courier. If you cannot send an item back within the covered amount, please try websites such as Parcel2Go or Parcel Monkey.

(3) Changed your mind? No problem. You can cancel your order for any reason within 30 days of receiving your goods by writing to us at [email protected] / [email protected], or by letter to WatercoolingUK, Unit 8, First Avenue, Trafford Park, Manchester, M17 1JZ, United Kingdom. We ask that goods are returned unused and, where possible, in their original packaging with all accessories. You are welcome to examine goods as you would in a shop, but we may reduce your refund if the value of the goods has been diminished by use or handling beyond what is necessary to inspect them. Return postage for unwanted goods is at your own cost.

(4) When you contact us to return goods as in (2) or (3) above, you will be given a Return Merchandise Authorisation number (RMA) which must be enclosed when you return the goods to us. Please return the goods with your order number, RMA, your name and address, and details of why you are returning them. Please ensure your return reaches us within 28 days of the RMA being issued — our system automatically cancels inactive RMA requests after this time.

(5) When sending goods back to us, please use a trackable delivery service insured to cover the full value of your return, and send the tracking number to [email protected] with your RMA number once the return has been shipped. In some circumstances we may organise collection of goods instead — if the goods are faulty we will be responsible for collection costs; otherwise collection costs are your responsibility unless we have agreed otherwise in writing.

(6) Refunds. Once we have safely received your return:

(a) in the case of faulty goods, your return will be fully tested and, where confirmed faulty, we will send a replacement as soon as we are able (stock depending) or issue a full refund, including any delivery charges and reasonable return postage as set out in (2) above.

(b) in the case of unwanted goods, we will refund you within 14 days of receiving the goods back (or of you providing proof of postage, whichever is earlier). If you cancel your whole order within 14 days of receiving it, we will also refund the standard outbound delivery charge you paid; where only part of an order is returned, or the return is made after this period, the refund covers the goods only.

(7) Refunds will usually be made in the same way that you made payment. For example, if you paid by credit or debit card, your refund will be made to the same card.

(8) Returns outside 30 days. We may, at our discretion, accept returns of unwanted goods outside the 30 day period. In these rare cases, goods must be unused and in resaleable condition, and a handling charge of 15% of the product price may apply. Repackaging costs may also be applied and shipping is non-refundable. This charge never applies to faulty goods or to returns made within your 30 day window.

(9) Customers who have already obtained an RMA number from us — please make use of the shipping address labels linked below. These labels, clearly shown on the outside of your package, will make our returns process much quicker and smoother. Please note these labels are not a free shipping document; return postage is at your own cost except as set out above.

None of the above affects your statutory rights.