Refund policy
Cancellations & Returns
You are entitled to cancel your order from the time you placed the order to 14 days after you receive the order, except if:
- The item is a bespoke item or made to order.
- The item is perishable and has a short lifespan.
- The purchase is a service that has already started.
We ask that you contact us without delay if you wish to cancel by calling us on 02392 373735 or emailing us at contact@healthylake.co.uk
If the order has yet to be despatched, then we will simply return any costs paid in full back to the original method of payment and cancel the order for you.
If the order has already been despatched but is within 14 days of receipt, then you will need to return it to us before we are able to issue a refund. You have an additional 14 days from after you notify us to do this. Any returns outside of this timeframe could be subject to refusal, or, the issue of gift vouchers to a similar sum, or, acceptance subject to a 20% restocking fee at a Director’s discretion.
If the order is no longer required, please return all items in an unused and original state (i.e. how they were received by you), within the timeframe stated above. Please contact us via email or telephone before returning so we can issue you with a Returns Identification Number to ensure we can identify the goods upon their return to our premises. Once received and inspected, we will issue a full refund for the goods including standard outbound delivery charge (£4.60), if incurred. Any extra delivery service costs (i.e. next day before 12pm, Saturday or Highlands/Islands surcharges) will not be reimbursed.
If the item is faulty or broken upon arrival, then we will offer you a replacement or a full refund including delivery. However, we may ask for an image of the damage to pass on to our supplier/carrier. In most cases, we will require the item back for testing to confirm the fault. Please ensure you notify us within 24 hours of receiving the goods should any damages occur.
Our address is:
Water Garden Ltd
7 Warrior Business Centre
Fitzherbert Road
Portsmouth - Hampshire
PO6 1TX
Who pays the carriage of the return?
If the item is faulty upon arrival or the information on the product page was incorrect or misleading, then we will pay the costs of getting the item collected from the original delivery address.
If you no longer want the item or ordered it by mistake or accident then it is your responsibility to arrange return of the goods.
However, we understand not every situation is black and white and we will treat these situations on a case-by-case basis.
Warranties
If you believe you have a faulty item under warranty, please give us a call or email us. We usually need to ask some questions and find out more information on the fault before proceeding. We will also talk you through what you need to do should we be unable to rectify the problem over the phone.
We will require the item back in order to inspect or test it. This, unfortunately, has to be done before we honour any warranty on the product. If the purchase arrived with you more than 14 days ago, then you are expected to pay the costs of the return. However, if the item is found to be faulty, we will of course despatch any replacement to you free of charge.
When sending back electrical goods, please ensure that the item is returned in its complete and original state, together with the original cable length. This will allow us to safely test the product and minimise the risk of warranty rejection by the manufacturer. If you are unable to do this, please contact us and we will attempt to find a resolution.