Cancellation policy
8. Your rights to end the contract
8.1You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than twenty-one 21 days; or
e) you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
a) services, once these have been completed, even if the cancellation period is still running, this includes the cost of your E.A.U. Technology Water subscription as soon as the products have been installed and you have commenced using them (in which case the service has been completed), or the cost of your E.A.U. Technology Water subscription for uninstalled/unused products up to the date of cancellation if within the two week cooling off period (as you will have had possession of the products as per the subscription during this time);
b) any products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
c) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
d) any products which become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind? If you have purchased a subscription service for any of our products, you have 14 days after the day we email you confirming that we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. We have completed the services when you have received the products, installed them and started using them. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. We have started the services from the day we deliver the products to you.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see Clause 8.1), you can still end the contract before it is completed, just contact us to let us know. The contract will not end until thirty (30) days after the day on which you contact us. The initial payment of £180.00 is non-refundable. We will refund any further advance payment beyond the £180.00 you have made for products which will not be provided to you. For example, if you tell us you want to end the contract on 4 March we will continue your subscription until 3 April, on which date you will be required to return the subscription products to us. We will only charge you your initial payment of £180.00 unless for supplying the product up to 3 March and will refund any sums you have paid in advance for the supply of the product after 3 March.
9. How to end the contract with us (including if you have changed your mind)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
a) Email. Email customer services at ‘team@pureionicwater.com’. Please provide your name, home address, details of the order and, where available, your phone number and email address.
b) Online. Complete the [form INSERT LINK TO ONLINE FORM BASED ON MODEL CANCELLATION FORM] on our website.
c) By post. Print off the form, located at the bottom of this page, and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must allow us to collect them from you. Please email customer services at ‘team@pureionicwater.com’ or write to us at WET Environmental Ltd, Units 3-4, Welton Road, Wedgnock Industrial Estate, Warwick, CV34 5PZ to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
a) if the products are faulty or misdescribed; or
b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We charge [INSERT] for collection of [INSERT RELEVANT PRODUCTS] OR The costs of collection will be the same as our charges for standard delivery, see [LINK TO CHARGES]].
9.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. See our [Returns page INSERT HYPERLINK] for information about what handling is acceptable and examples. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
c) Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
a) If the products are goods, including goods received as part of our subscription service, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
10. Our rights to end the contract
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
a) you do not make any payment to us when it is due and you still do not make payment within fourteen (14) days of us reminding you that payment is due;
b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your personal details, product selection options, payment and credit check information or delivery information;
c) you do not, within a reasonable time, allow us to deliver the products to you;
d) you breach or attempt to breach any of the customer warranties listed in clause 14;
e) you defame, bring into disrepute, or make an attempt to defame or bring into disrepute our company or products, with the exception of genuine consumer feedback and reviews;
f) you deconstruct or attempt to uncover intellectual property, machinery or technical information about the products, or are involved in any intellectual property infringement against us or any member of our group companies;
g) you are using the products for the purposes of reselling or other commercial activity not falling within use as a consumer; or
h) you misuse, damage, put at risk or alter the products in any way that affects our ownership or ability to take repossession of the products and/or resell them.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract. Any such compensation shall be in addition to any further legal and/or equitable remedies that we may have against you in law, and shall not be taken to replace or affect any further remedies available.
10.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least thirty (30) days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.