Terms and Conditions

Delivery Policy*

Waterworks offers free courier delivery on all orders over £200.00 net with a small order postal charge of £3.95 for orders under this amount.

Over sized items such as systems will be delivered by pallet network. These items will be sent on a 3-5 Working Day service, and will require a signature. If there is nobody available to accept the delivery, the items will be returned to the depot and re-delivered with a £75.00 + VAT cost re-delivery cost.

Please be aware that this offer is available to MAINLAND UK ONLY.

We aim to process and despatch your order the next working day providing your order is placed before 12.00 noon. Once received, the NEXT DAY courier service (2 days for some Scottish Constituencies) assures delivery of your parcel by close of business the following working day. Waterworks cannot guarantee this service and does not accept responsibility for late delivery due to courier delay. Neither does Waterworks accept any subsequent loss or liability for delivery delays.

Any orders placed outside of mainland UK will be contacted with a delivery price (dependent on weight, size, etc) before order is dispatched.

Please specify any delivery requirements or instructions in your customer notes at checkout or with our sales team. Please inform us immediately if your order is delayed for more than 3 days. A delay of over 15 days is considered a lost item. During periods leading up to holidays please add an additional day to all the above estimates. Any missing orders or discrepancies will need to be reported within 30 days.

If a delivery is late, you can track your items by contacting us via sales@waterworkswindowcleaning.co.uk.

* We do not guarantee any service, but will endeavour to meet these service standards and maintain our excellent reputation for customer service.

International Orders

Waterworks are able to accept international orders in most cases. A delivery charge will be calculated after your order, and we will contact you for the additional payment prior to sending the goods.

Damaged Items

Customers are responsible for checking consignments for damage or missing parts, PRIOR to ACCEPTING and SIGNING from courier. Any omissions or errors on an order must be reported within 7 days of receipt to Waterworks.

In the unlikely event that items are damaged in transit; please inform us immediately. This will ensure that any claims against the courier can be processed promptly and a replacement item resent.

Waterworks cannot guarantee that any damage to an item reported after 7 days will result in a successful claim and may mean that a replacement cannot be offered.

Goods that are missing or damaged must be signed for as ‘damaged’ or ‘incomplete’. Waterworks cannot guarantee that if a parcel has been signed for and is later found to be faulty or incomplete that it can then be rectified or claimed for. Please check all orders immediately and only sign for your order if it is correct.

Please Call Waterworks 01536 384434 to obtain a returns number before returning any items. Returns CANNOT be processed without a returns number.

Waterworks cannot accept liability for goods delivered to third party addresses or goods left in unsecured locations. All goods should be signed for accordingly and Waterworks will deliver to nominated secure addresses according to the customer’s instructions.

Faulty Items

Any faulty goods must be returned to Waterworks within 14 days before we send out a replacement.  The carriage for this is at the customer’s expense and proof of delivery is required.  Once evaluated, if the issue is deemed a manufacturers fault, the items are eligible for replacement or refund as preferred by the customer.

Please Call Waterworks 01536 384434 to obtain a returns number before returning any items. Returns CANNOT be processed without a returns number.

Items that are faulty outside of the 14 day period above are not eligible for refund, but may be covered by warranty. Please contact us to receive details of a specific product warranty.

If it is urgent that a replacement is sent quickly a payment for the replacement item will be taken until the faulty item is received.

The payment will then be refunded if it is a legitimate warranty claim.

Waterworks cannot accept any liability for any consequential loss incurred by customers due to faulty goods supplied.  Waterworks will replace any goods in the shortest time period possible, or supply equivalent quality goods accordingly.

Faulty items returned to us are usually dealt with withing 10 working days. However Manufacturers warranty claims can take up to 28 days to be resolved. Please see the above point should you need an item urgently.

Please Note, Waterworks Window Cleaning LTD does not accept liability for any damage incurred or consequential losses when using equipment purchased from us.

Unwanted Items

Any unwanted goods returned within 7 working days will receive a 100% refund if, upon inspection, they are unused and in a resaleable condition.

Please Call Waterworks 01536 384434 to obtain a returns number before returning any items. Returns CANNOT be processed without a returns number.

A restocking charge of 20% will be applied at Waterworks discretion for unwanted goods returned in their original protective packaging. All carriage related to unwanted goods will be charged to the customer.

Please note customised items, special order items and oversized items such as van systems and ladders may be non-returnable. We recommend speaking to a member of our customer services team if you have a query regarding our returns policy on a particular item.


Wear and tear is not covered under any warranty arrangement supplied by Waterworks and the assessment of suspected wear and tear damage must be carried out by Waterworks.

Items that show they have been forcefully broken or damaged by impact or excessive force will not be covered under any warranty arrangement. The items will have to be returned to Waterworks at the customer’s expense for assessment before a replacement is authorised.

Any modification to equipment supplied by Waterworks without their prior consent or agreement, automatically invalidates any warranty supplied by Waterworks to cover the goods supplied.

If you would like to know the warranty terms of a select item and cannot find clear concise information on the product page, please contact a member of our admin team using the contact details found on our ‘Contact Us’ page.

Our Contract 

All orders placed by you and purchases of goods from us (be it in store, via telephone or via our website) are ordered on the basis of the above terms and conditions and are subject to acceptance by either yourself or us. Order acceptance occurs upon delivery of the goods (if purchased over the phone or via the website), or the collecting of goods from the trade counter – at which point a legally binding contract is constituted between you and us.

Waterworks provide equipment to professional Window Cleaners and so all purchases are made under Business to Business Terms

The processing of your payment and acknowledgment of your order (including email order confirmations that your order is processed) does not constitute legal acceptance of your order.

Customer Service

If you have any complaints then feel free to contact us in the following ways:

Call Us on on: 01536 384434

E-mail: sales@waterworkswindowcleaning.co.uk

We aim to resolve any complaints within a week of receiving them.

Please Note: Waterworks Window Cleaning Ltd are suppliers to trade. All transactions are considered business to business. While It’s always worthwhile to ask and we appreciate the information, price matching is by discretion only. Here at Waterworks we aim to provide our customers with the best possible prices and service.

Customer Privacy

All customer information is strictly confidential and will not be disclosed in any way, shape or form to any third party.