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Return Policy
Last Updated: 26/07/2025
At Waterworks Window Cleaning, we are committed to ensuring the satisfaction of our customers. We take great pride in the quality and performance of our window cleaning systems, equipment, and accessories. However, we also understand that situations may arise where an item needs to be returned, refunded, or replaced. The following policy outlines your rights and obligations concerning returns, refunds, faulty goods, and warranty claims.
This page aims to provide a clear and transparent process so that you can shop with confidence.
Return Address
All returned products must be sent to the following address:
Waterworks Window Cleaning
Unit 6, Fleming Road
Corby
NN17 4SW
United Kingdom
Telephone: +44 1536 384434
Email: admin@waterworkswindowcleaning.co.uk
All returns must be authorised in advance by contacting our customer support team to obtain a Returns Authorisation Number (RAN). We cannot accept or process returns without this number under any circumstances.
Faulty or Damaged Items
Customers are responsible for inspecting goods upon delivery. Please carefully check all items before signing for them. It is important that you do not sign for any goods unless you are fully satisfied that they have arrived complete and in acceptable condition.
If any part of your order is missing, damaged, or incorrect, you must notify Waterworks within seven (7) calendar days of receiving the goods. You may contact us by phone or email, quoting your order number and providing photographs or details of the damage.
If damage is identified, it is essential that you:
- Sign the delivery receipt as “damaged” or “incomplete” where applicable.
- Retain the original packaging and all contents.
- Contact us immediately so we can begin a claim with the courier and send out a replacement.
Please note that we cannot guarantee the success of claims made more than seven (7) days after delivery. Late reporting of damage may result in the inability to issue a replacement or refund.
Any product reported as missing, faulty, or damaged after being signed for in good condition may not be eligible for replacement or refund, particularly if the item was not signed as damaged upon receipt.
Waterworks does not accept liability for goods delivered to third-party addresses or left in insecure locations (e.g., garages, porches, doorsteps). All orders should be signed for at a secure and authorised delivery address provided by the customer.
Before returning any faulty item, you must contact our customer service team at +44 1536 384434 to request a Returns Authorisation Number. Returns sent without an RAN will be refused and returned to sender.
Returning Unwanted Items
If you change your mind about a product, you are entitled to return it under the terms of the Consumer Contracts Regulations.
You may return any unwanted item within fourteen (14) working days from the date of delivery for a full refund, subject to the following conditions:
- The product must be unused and in original, undamaged packaging.
- The product must be in a clean, resalable condition with no signs of wear, installation, or tampering.
- The item must be returned to us at the customer’s expense, using a secure and trackable delivery method.
- You must first contact us to obtain a Returns Authorisation Number.
Once the item is returned and inspected, we will issue a refund for the full purchase price. Refunds are typically processed within 7 working days of receipt of the return.
We reserve the right to apply a restocking fee of up to 20% at our discretion for items that do not meet the above conditions or are returned without appropriate protective packaging.
Return postage costs for unwanted items are the responsibility of the customer and are non-refundable.
The following items may not be eligible for return:
- Special order products
- Customised or personalised items
- Oversized items including van-mounted systems, large water tanks, and ladders
If you are unsure whether a product qualifies for return, we recommend contacting our customer service team before placing your order.
Warranty Policy
All products supplied by Waterworks Window Cleaning are covered by a standard warranty against manufacturing defects, unless otherwise stated. This warranty does not cover normal wear and tear or damage caused by misuse, improper installation, neglect, or unauthorised modifications.
Products under warranty will be repaired or replaced at our discretion, subject to the following terms:
Warranty Coverage Includes:
- Defects in materials or workmanship under normal use
- Faulty parts or components resulting from manufacturing issues
- Malfunctions not caused by user error or damage
Warranty Does Not Cover:
- Normal wear and tear due to regular usage
- Damage from misuse, abuse, drops, impact, or accidents
- Products altered, disassembled, or modified without written consent
- Consumable parts such as filters, brushes, seals, and nozzles unless defective on arrival
To initiate a warranty claim, the item must be returned to Waterworks at the customer’s expense for inspection. The assessment will be carried out by our technical team to determine whether the issue is covered under warranty.
If the product is found to be defective due to a manufacturing fault, a replacement will be issued or the item will be repaired and returned at no extra cost.
Any modifications or alterations made to the item by the user without prior written authorisation from Waterworks will immediately void the warranty.
If you would like clarification regarding the warranty status of a specific product, and the terms are not clearly stated on the product page, please contact our team at admin@waterworkswindowcleaning.co.uk before placing your order.
Right to Cancel Orders
Waterworks reserves the right to cancel, modify, or refuse any order at its sole discretion. This may occur under the following circumstances:
- Errors in pricing or product descriptions
- Unexpected stock unavailability
- Technical or system-related errors
- Orders that appear fraudulent or suspicious
In the event of a cancellation initiated by Waterworks, the customer will be notified promptly, and a full refund will be issued to the original method of payment. We will also advise on any alternative solutions or substitute products if available and appropriate.
If there is a pricing error on our website or an invoice, we will contact you to provide updated information and give you the option to confirm or cancel the order.
Contact Us
If you have any questions regarding returns, warranty coverage, or order cancellations, please get in touch with our support team. We aim to respond to all enquiries within one working day.
Customer Support
Waterworks Window Cleaning
Telephone: +44 1536 384434
Email: admin@waterworkswindowcleaning.co.uk
Our business hours are Monday to Friday, 9:00 AM to 5:00 PM (excluding UK public holidays).