Delivery Options and Costs

There are a number of shipping options depending upon your delivery address and the weight or length of your order. For UK delivery you can choose use Royal Mail First and Second Class, Registered, Royal Mail Special Delivery or Standard Parcels. For larger orders you may have the ParcelForce option. To find see the the shipping options and costs, please add your items to your shopping cart and go to the checkout - don't worry, you do not have to complete the checkout process. Certain items, such as antennae over 1.6m long will be despatched by UPS and attrach a higher shipping cost.

Items may not be held in stock and are therefore ordered on request. Where this is the case, the delivery options may include a timed delivery (e.g. Next Day) however this would apply only when we despatch the item. This option is usually included as it also provides insured delivery.

Shipping Outside of the UK

We can ship to most international destinations. Shipping within the EU will be via Parcelforce Global Priority or Airmail (if under 2 kgs). Shipping outside of the EU depends upon the item and weight. If you order Products from our site for delivery outside the EU, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges. Please contact your local customs office for further information before placing your order.

Returns & Refunds

We hope that you are delighted with your purchase from Waterware. However, if not the following applies:

Non-Faulty Goods

We are unable to offer credit, exchange or refund for any items that are fit for purpose ("conform to contract") where the purchaser has changed their mind or ordered an incorrect item.

Damaged Delivery

Please inform us of any damaged deliveries within 7 days of receipt by using our online contact system or the email address listed on your order. Please quote the order number your name and a description of the problem. We cannot accept claims for damages received after 7 days following receipt.

Faulty Goods

Please inform us of any faulty goods as soon as you can. Depending on the fault we will either arrange for the product to be repaired or, more likely, the unit will be replaced. Sometimes we will ask the product manufacturer to detail with the repair/replacement directly.

Returns

What you should do if a product arrives damaged, incorrect or incomplete:  

If this happens to you, simply contact us for an RMA- returns merchandise authorisation, explaining the problem, then return the product to us and we will replace it and refund your carriage charge.

If anything is wrong with any products you receive, immediately on delivery, we`ll always fix the problem, please contact us as soon as you think there is a problem. Please ensure that if there is visible damage to the packaging that you sign the delivery note accordingly. It`s always better to sign as received as `damaged/opened` with a brief explanation rather than writing `unchecked`. 

We will not accept a return without an official RMA issued by Waterware. 

Returning products to Waterware via your own carrier - things you need to do:

Following these steps will help ensure the products you`re returning to us arrive back correctly and in good condition. Failure to follow this procedure may result in your return being rejected upon receipt. 

Before returning any item(s) to Waterware please ensure you have:

• A valid rma or `returns merchandise authorisation` number from WaterwareTotal Marine. (please email us via the contact section of this site).
• Enclosed all accessories unless informed otherwise.
• Use all packaging that was originally supplied.
• Use a label for clear display of the rma number (address below).
• Ensure our full address is clearly displayed on the outside of the package, using a label.
• Do NOT write directly on the box/packaging with pen/ink.
• Securely seal the packaging using a similar method as per the original delivery.

We strongly advise you to use a method that has a record of you sending it and requires that we have to sign for it. Failure to follow this may result in your goods being `lost` before they reach us.  Following these steps will help ensure the products arrive back correctly and in good condition. 

Failure to follow this procedure may result in your return being rejected upon receipt. 

Expiry/validity of RMA - `return merchandise authorisation` numbers

When an `rma` which is short for `return merchandise authorisation` number is issued for either the credit of, replacement of, or the repairing of products. Please be aware that this rma returns number is active for a period of seven days (one week) only.

IMPORTANT NOTE - If you don`t send the products in question back within this timescale then your rma returns number will no longer be valid and your products may be rejected. We do send reminder emails during the lifetime of a rma returns number. If we haven`t received the products after the fourteen days have elapsed, we`ll send to you another email to confirm that the return is no longer possible on that particular rma returns number. 

Depending on how the product is returned to us, it could take a few days to arrive. If you only actually sent it back to us on day eight however, we will reject it because it wasn`t sent within the seven days period. 

Please return the product within the seven day specified timeframe - if you don`t this could also (if applicable) potentially result in an initial return for credit/replacement being downgraded to a warranty repair option.

Goods must be returned with your packing slip to the address below.

The return address is:

Waterware
79 Redhill Road
Rowlands Castle
Hampshire
PO9 6DE