Refund policy

You chose Earths Water, and we value that. If something isn't right, we want to make it right, as quickly and fairly as we can.

This page explains exactly how that works, whatever your situation.

Starting a return

Do not send anything back until we have given you a return authorisation.

This is the one step that matters. A parcel that arrives without one cannot be matched to an order, cannot be assessed, and cannot be refunded. We also cannot return it to you.

1	Find your situation below and read what applies to you: Arrived damaged, Changed your mind or Something is faulty
2	Email support@earthswater.com with your order number, and a photo if there is something to see
3	We reply within 2 business days
4	If a return is the right outcome, we issue your return authorisation and give you the address
5	Send it back in its original packaging, with the authorisation included

Things that apply to every return

Proof of purchase	Required. Your order number is enough
Return authorisation	Required before anything is sent back, without exception. Unauthorised returns cannot be matched to an order, assessed or refunded
Original packaging	Required on every change-of-mind return. It is the single thing that decides whether a unit arrives intact. Please keep the box
Where refunds go	To the original payment method used for the order. We cannot refund to a different account, card or person
Direct purchases only	Anything bought through a reseller or marketplace goes back to that seller under their policy
Replacements	A replacement continues the original warranty period rather than starting a new one
Where to send it	We give you the returns address when we issue your return authorisation. It is not published, because every parcel needs to be matched to an approved return before it arrives

We keep records of returns and claims. Where a pattern of claims does not match ordinary use of the product, we may ask for more information before approving further ones.

Arrived damaged

Send us a photo and we will replace it. No forms, no carrier claim on your side, no waiting on an investigation.

What we need	Your order number, a photo of the damage, and a photo of the outer packaging
When	Within 7 days of delivery
What it costs you	Nothing
What comes back to us	Usually nothing. We will tell you if we need it

Changed your mind

How long you have	14 days from delivery
Condition	Unused, undamaged, in the original packaging with all parts and manuals
Packaging	Required. Glass units returned in anything else usually arrive broken, and a broken return cannot be refunded
Return postage	You pay it
Restocking fee	15%, deducted from the product price
Original delivery charge	Not refunded
When you get the money	Within 5 business days of the parcel reaching us, to your original payment method

We cannot accept: opened or used cartridges · bottles and anything that touches the mouth, once opened · opened personal care and hygiene items · gift cards. Sealed and unopened is fine.

Contact us first. We will issue a return authorisation and give you the address. Anything sent without an authorisation cannot be matched to an order and cannot be refunded.

Use a tracked service. Until the parcel reaches us it is your responsibility.

Something is faulty

Email support@earthswater.com with your order number and a photo or short video. We reply within 2 business days.

Most problems are solved by our product specialists over email, or by sending you a replacement part, and you keep using your filter throughout. Where we do need the unit back, we arrange it and send you a prepaid label.

Please wait for our reply before posting anything. We cannot process or reimburse a return we did not arrange.

How a claim works

1	Email us with your order number, the model, and a photo or short video
2	We reply within 2 business days, usually with a fix
3	If we need the unit back, we send a prepaid label and a return authorisation
4	We assess it and email you the outcome within 5 business days of it reaching us

What is covered

A fault in the product itself, within the warranty period. Our 12-Month Warranty sets out the period and how it works.

What is not

Impact damage	Drops, knocks, and anything cracked or broken by force
Setup and maintenance	Not following the setup, use and care instructions supplied, including not soaking or flushing a new cartridge, letting it dry out, or running one well past its replacement schedule
Water temperature	Hot or warm water. These products take cold or room temperature water only
Cleaning	Dishwashers, abrasive pads, and concentrated cleaning agents such as bleach and chlorinated solvents
Environment	Freezing, direct heat, and water the product was not designed for
Wear	Ordinary marks and surface wear that do not affect how the product works
Consumables	Cartridges, seals and O-rings past their stated life
Third-party work	Anything modified or repaired by someone other than us
Third-party parts	Damage actually caused by a part we did not supply. Using a cartridge we did not supply does not by itself affect your warranty

After we assess it

A failure of substantial character	You may reject the goods and choose either a refund or a replacement. This covers a product that is unsafe, significantly different from its description, or not fit for its ordinary purpose and not easily made fit
Any other failure	We will put it right within a reasonable time by repairing, replacing or refunding. Where we do not, or cannot, you may then reject the goods
Rejecting goods	The right to reject has a time limit. Exercise it within a reasonable time of discovering the problem, which is why it is worth contacting us as soon as you notice something
Other loss	You may claim for reasonably foreseeable loss or damage the failure caused

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993.