Returns

Neu Water Limited-Returns Policy for website transactions

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions for website transactions. We reserve the right to change this Returns Policy at any time. This Returns Policy (‘the Returns Policy’), governs the users (‘you’ or ‘your’) use of the websites: https://www.neu-water.co.uk and or  https://www.neu-water.eu (‘the Website(s)’) and Neu Water Limited.

 

Neu Water Limited is a UK company whose registered office is 5 Oak Tree Court, Cardiff Gate Business Park, Cardiff, CF23 8RS. Company registration number: 11016806.

  1. STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk.

  1. YOUR RESPONSIBILITIES ON RECEIPT

Your responsibilities are:

  • when you receive your item, you must check it as soon as possible following receipt and always before use;
  • when you receive an item that you take reasonable care of it when inspecting it and store it under the correct conditions as shown on the product label;
  • when you receive your item, you must check that any tamper evident seals or security tags are NOT damaged. It is your responsibility NOT to use the product if any of the seals are damaged;
  • you must advise us as soon as possible after receipt of any damaged seals, by e- mailing; info@neu-water.co.uk;
  • you must advise us as soon as possible after receipt of any damaged, faulty, missing or incorrect items, by e- mailing; info@neu-water.co.uk;
  • all items must be returned unused and in the original packaging they were supplied to you.
  1. DAMAGED OR FAULTY ITEMS

We apologise if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.

If you have received an item that is damaged or faulty please contact us as soon as possible by e- mailing; info@neu-water.co.uk.

We will need to know what the damage or fault is in order to best resolve the situation for you. The inclusion of pictures is very helpful to us in this respect. We will advise you what to do next.

Food Safety is of particular concern to us, hence our focus above on the notification of any damage to tamper evident seals or security tags. As a responsible food manufacturer we have to risk assess our production processes for both accidental and deliberate contamination risks which may impact product safety.

  1. RECEIPT OF THE WRONG ITEM(S)

We apologise if you have received a wrong item by mistake. We ae human and these things can happen occasionally.

If you have received a wrong item please contact us as soon as possible by e- mailing; info@neu-water.co.uk.

We will need to know details of the error in order to best resolve the situation for you. The inclusion of pictures is very helpful to us in this respect. We will advise you what to do next.

  1. ITEM(S) NOT RECEIVED

We apologise if you have NOT received an item(s). We will need to know details of the missing item(s) in order to best resolve the situation for you. To receive a refund or replacement please contact us as soon as possible by e- mailing; info@neu-water.co.uk. We will advise you what to do next.

  1. YOUR RIGHTS TO CHANGE YOUR MIND

If you genuinely find you have ordered item(s) in error and want to change your mind, we will endeavour to help you.

We allow you to cancel your order up to the time when items are despatched. We will need to know details of the missing item(s) in order to best resolve the situation for you. To cancel an order please contact us as soon as possible by e- mailing; info@neu-water.co.uk. We will advise you what to do next.