Terms & Conditions
The term ‘AvivaWater’ or ‘us’ or ‘we’ refers to the owner of the website www.avivawater.co.uk which is wholly owned by W11 Limited trading as AvivaWater, whose registered office is: W11 Limited, 20 - 22 Wenlock Road, London, N1 7GU, United Kingdom. Company Registration Number: 09441219. The term ‘you’ or ‘your’ refers to the user or viewer of our website.
Once you’ve placed your order and provided a valid email address you will receive an email order confirmation and a receipt of your credit card transaction from SagePay or PayPal.
Orders are usually shipped on the day of purchase if they are placed and received online before 2:00 pm* on any weekday (Not including Bank Holidays). If the order is received after this time it will be dispatched on the following working day. To send orders we may use any of the following courier services: DPD, DHL & Royal Mail.
All orders to the UK that total over £100 are sent with a free next working day delivery service. This is extended to 2 days for UK Offshore Islands, Northern Ireland and the Scottish Highlands. European delivery times will vary in length, but most Mainland Europe orders would be expected to arrive in 5 - 7 working days. For delivery times to all other locations please contact us or send an email enquiry to email@example.com. For more information on delivery fees, please take a look at our Delivery Information Page.
Orders being shipped outside of the UK will be exempt from UK VAT charges (This includes the Channel Islands and Gibraltar). However, upon arrival at the destination country, all delivered goods will be subject to local taxes and may incur additional customs fees. The carrier will contact you with details of any payment due at this time. For further details on any charges that may be incurred, please consult the destination country's government guidance.
If the goods are not delivered within the timescale set out above, and no card has been left by the courier, please contact us. Please note that we cannot be held liable for any loss caused by late delivery on the part of the couriers. Additionally, please bear in mind that these estimated delivery times are not guaranteed. There is no such thing as a guaranteed delivery day, as AvivaWater nor the couriers can legislate for problems arising in transit. Even so, 99% of our UK Mainland orders are attempted the following working day. If your order is urgent, we suggest allowing sufficient time to get the order to you allowing for any eventualities.
If you wish to change the delivery details or redirect the package to an alternative address once the order has been despatched, this will incur additional charges starting from £17 depending on weight. If you would like to make a change to the delivery address after the item has been despatched, please contact us.
Couriers will attempt to deliver your order once or twice depending on location, if delivery is unsuccessful, the goods will be returned to our warehouse with the return costs levied on the order. Return costs will vary depending on weight and the location the order is being returned from. Redelivery of a returned order will take place following payment of the return costs and re-delivery costs irrespective of whether the order was first dispatched with free shipping or not.
* 2:00 pm is an approximate time and orders placed within 10 minutes of the hour may not always be dispatched on the same day.
Damaged, Missing or Incorrect Goods
If upon receipt of your goods you find they are damaged, please contact our support team immediately within 24 hours of receipt and retain the damaged packaging. Some couriers need notification within 24 hours for us to be able to make a claim and they may need to inspect the damage in person.
If upon receipt of your goods, you find there are any marks, blemishes, scratches etc on any part or parts of the goods, please contact our support team immediately within 24 hours of receipt. Any delay after that, can not be accepted as goods having been delivered in that condition and a return for refund would not be accepted on that basis within the terms for return.
If upon receipt of goods, there are any items/parts missing, then please contact our support team within 24 hours of receipt. Any delay after that can not be considered as missing and the value of the missing items/parts will be deducted from the total value of the goods purchased if returned within our 14 days return policy.
If upon receipt, you believe that you have received the incorrect goods, then please contact our support team within 24 hours of receipt and before the goods are used in any way. Any delay after that or notifying us after using the item, it will be assumed that you have accepted the goods received and can not be returned on the basis that you have received the wrong goods.
Cancellations & Returns
You have the right to cancel an order contract within 14-days without providing any reason. The cancellation period will expire after 14 days from the day on which you or an indicated third party other than the carrier acquire physical possession of all of the goods. To exercise the right to cancel, you must inform us (W11 Limited trading as AvivaWater, 20-22 Wenlock Road, London, N1 7GU, United Kingdom) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you wish to cancel your contract please use our contact form or send an email request to firstname.lastname@example.org. Alternatively, you can also mail your cancellation request. Our cancellation form can be downloaded here. To complete this process, simply print the form, fill out the required information and return it to us by post to the contained address.
We ask customers exercising this right to return the goods unused, in the original packaging with all user information. The Distance Selling Regulations state that you are allowed to examine the products as you would in a shop. For example, you can take an ionizer of out a box and examine it, and you could switch on an ionizer to listen to it. However, we ask that you do not insert or pass any water or other substances through the product.
Please note that B2B sales online, which includes orders placed under company names and/or commercial products, are exempt from the 14 days returns policy. Refunds are not given unless the item develops a fault within 14 days following receipt. There is no 14 day money-back period for commercial products and B2B customers. This includes commercial products purchased for domestic use. AvivaWater reserves the right to accept returns from B2B sales on discretion and if so, there will be a re-stocking fee of 15% charged for goods that are returned from B2B sales. Provided that they are returned in their original condition, brand new and unused.
If you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than – (a) 14 days after the day we receive back from you any goods supplied, (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. We kindly ask that goods are packed with sufficient outer packaging to ensure that no damage is caused in transit and that the plug on any electrical item is packed in a sufficient amount of wrapping so that it cannot scratch, dent or break the equipment in transit.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If you are ordering a commercial product or on behalf of a business, the Consumer Contract Regulations 2013 do not apply and our contract of sale with yourself or business is complete when you accept delivery of the goods. It is important that you select the correct product for your needs as you will not be entitled to a refund if you wish to return the goods and this includes commercial products purchased for domestic use. We do not normally accept the return of commercial goods or goods bought by a business. AvivaWater reserves the right at their discretion to accept the return of goods in their new and original, unopened packaging. If in doubt about any aspect of our cancellation and returns policy, please either email or phone us and we will be happy to help.
Faulty Goods & Warranty Claims
This section covers information to be used in addition to individual manufacturer warranties for products that are purchased directly from ourselves. Warranties for all domestic products sold through this website are serviced in the UK.
If you believe your goods may be faulty, please contact us or send an email enquiry to email@example.com before returning the goods. We are often able to advise and resolve problems you may experience, thereby saving you the trouble of repacking and returning an item unnecessarily. If notifying us within 14 days following receipt of goods of a problem, please state explicitly whether you would like a full refund or a replacement unit otherwise, the normal course of action is for the faulty item to be collected (pre-paid postage labels sent to the customer for collection from the closest collection point to their address in the UK and faulty item to be received back to ourselves within 30 days of receipt of goods by the customer) and then a replacement unit will be sent.
Please note that if you are claiming to have received a faulty product after using it, AvivaWater has the right to ask for proof about the nature of the fault in the form of photo(s) and/or video(s). If sufficient proof is provided, you will then be requested to send the item for testing at the Service Department to verify the fault (pre-paid postage labels provided within 30 days) and will be provided with photographic and/or videographic evidence as proof of the test. If deemed to be faulty, within 30 days, the customer will be offered a replacement unit or refund. After 30 days, the item will be either replaced, repaired, or where applicable, faulty parts will be replaced and the item will be returned. After 30 days following receipt, you are not entitled to a refund according to the Consumer Rights Act 2015 and the item will be repaired or replaced depending on the problem.
If you refuse to provide proof about how the item is faulty prior to sending it and/or the item is deemed not faulty when tested at the Service Department (with photographic and/or videographic evidence provided), then you can be charged for the time spent testing the equipment and/or return delivery charges at our standard delivery rates to return the item back. You are not entitled to a refund in this situation, even if the product is less than 30 days old, as it is proven to be of satisfactory quality, fit for purpose and as described and is in accordance with the Consumer Rights Act 2015. Faults occurring after the 14-day cooling-off period are still covered by the Consumer Rights Act 2015 and also by the individual manufacturer's warranties that come with some products.
Authorised returns of faulty goods within 30 days following receipt should be accompanied by information and a letter explaining fully the reasons you think the goods are faulty. If the goods are faulty they will be repaired or replaced depending on the problem. If the goods are found to not be faulty then we will have to charge for the time spent testing the equipment and/or return delivery charges at our standard delivery rates.
If a problem arises after 30 days has elapsed from receipt of an order or the goods are not returned with the pre-paid postage labels within 30 days following receipt if reported within 14 days following receipt, then you will be responsible for paying the cost of returning faulty goods &/or postage costs of parts sent under warranty. If goods are not returned within 30 days following receipt of goods with the pre-paid postage labels in the UK or a problem reported after 30 days following receipt, the goods are covered under warranty and we will attempt to carry out a repair, if that fails, then a replacement unit will be sent to you. If a fault is found to have occurred due to accidental damage, misuse or expected wear and tear you will be informed of the cost of repair/replacement and return delivery. When payment is received, the goods will be returned to you.
AvivaWater cannot be held responsible for the manufacturer’s warranties of a product if the manufacturer of that product ceases trading, goes into liquidation or is declared bankrupt, or we should cease supplying the product. We endeavour to make our instructions as clear as possible and would welcome any suggestions you have to make them even easier. Warranty and support requests must be submitted to us in writing in the form of our contact form or an email request to firstname.lastname@example.org. This will allow us to resolve your issue as quickly as possible. Once the official written request has been received and the fault has been described, you will be advised in writing as to where to return faulty goods. Depending on the fault and the product, the item can be sent to different locations, so please make sure you have been instructed before you attempt to return any goods.
Repairs for items sent to the Service Department take 7-10 days following receipt of the goods.
Please note that for B2B sales online which include company names in their order and/or commercial items (including commercial products purchased for domestic use), refunds are not given unless the item develops a fault within 14 days following receipt. After 14 days, the product is covered under warranty and entitled to a repair. If that fails, then a new unit will be provided. This is only applicable to commercial products. Any domestic appliances designed for domestic use and purchased under a company name or used in a commercial setting will be deemed as being used commercially and will not be covered under warranty irrespective of the type of company under which the goods have been purchased.
Individual parts purchased through the website do not come with any warranty period and any additional purchased parts are not supported under the original product's warranty.
Waste Electrical & Electronic Equipment (WEEE) Regulation 2006
W11 Limited T/A AvivaWater is part of a WEEE scheme run by Econo-Weee. We offer our UK customers collection of like for like goods when they purchase a new product from us. This means that if you are buying a new ionizer, we will collect your old ionizer free of charge; this does not cover other products though, for instance, we will not collect your old kettle as only like for like items are covered.
Before arranging a collection please consider that over 6 million electrical items are thrown away every year in the UK. It is estimated that over half of them are still working or could easily be repaired." (ITDG, 2003). Therefore, if your product is in fully working order, consider giving it to a friend, local charity or an organisation you know of that would benefit from such a donation. Please contact us for more information.
Price Match Guarantee
If you find the same item you want to buy selling for less from another mainstream UK outlet (This excludes: membership clubs, market stalls & duty-free shops) we will try our best and endeavour to match the price. Simply contact us or send an email request to email@example.com with details of the offer and we will get back to you within 24 hours or on the next working day.
All orders taken on our site are handled by a secure server which means that all your personal information is encrypted before it is sent preventing unauthorised parties from accessing and reading it. You can verify the secure status of our server in a number of ways:
- By default, most browsers put up an alert window advising you that you are about to enter a secure site.
- A closed padlock symbol will appear in the status bar of your browser, the address bar on your browser may also turn green indicating that this is a secure website.
- The web address in the address bar will commence with https:// instead of http:// The additional 's' signifies secure.
The information you transmit is encrypted using 256 bit SSL (Secure Socket Layer) technology, currently the most sophisticated encryption method available for public use. Our secure server benefits from a GoDaddy SSL certificate, which confirms the security of the system. Payments are processed securely through SagePay and HSBC bank. The confidentiality and security of your personal information is of paramount importance to us and we hope that the measures we have taken to protect it demonstrate this. If you have any concerns or questions please do not hesitate to contact us and we will be more than happy to answer them for you. Please note that customer details are never released to third parties under any circumstances.
Please note that AvivaWater is based in the United Kingdom. All payments on our website are processed in GBP (Pound Sterling) only. When you proceed to the checkout page of our website you will be presented with the GBP cost of your purchase. No matter what the origin or your card is, we only charge it in GBP and we cannot offer the charge in other currencies. Full payment is required at the time of purchase, and credit cards are charged at the time of purchase. Prices quoted on the website include VAT, but exclude delivery costs.
For payments in different currencies most credit/debit card issuers charge a currency conversion rate of between 1-4% above live market rates to process payments. Please note this is not something AvivaWater charge, this is a charge levied by your card issuer or bank for foreign currency transactions. If you are using a Euro debit or credit card please consult your card issuer prior to purchase to understand their currency conversion rate to understand what the total cost of your order will be. Most card issuers detail these rates daily on their websites. AvivaWater is in no way liable for the rates your credit/debit card company use to process GBP payments.
Feedback & Complaints
We gladly welcome any form of feedback to help us to improve the service we offer. If you would like to provide feedback on your experience or have a complaint regarding any aspect of AvivaWater, please reach out to us through our contact form or send an email request to firstname.lastname@example.org.
We endeavour to respond to all provided complaints within 5 working days of receipt. We will keep you informed as we handle your complaint and will, in most cases, be able to resolve the situation within 30 days.
Links to Other Websites & Services
This website may contain links to other websites which are not under the control of, nor maintained by AvivaWater. These links are provided for your convenience only and we cannot be held responsible for the content of those sites.
AvivaWater shall have no liability for any failure to deliver goods, any delay in delivery or for any damage or defect to goods caused by any of the following events or circumstances beyond its reasonable control: Acts of God, flood, riots, fire, drought, war or legislation.
Accuracy of Information
This website may include unintentional inaccuracies or typographical errors, for which we apologise. AvivaWater reserve the right to make changes in the products, prices and content described in this website at any time and without notice. We reserve the right to not supply goods and to cancel your order in the event of a pricing error or omission. We reserve the right to withdraw any item from sale, at any point prior to dispatch, for whatever reason.
Limitation of Liability
AvivaWater shall not be responsible for any detrimental reliance you place on this website or its contents. We endeavour to make our website uninterrupted and error-free but are reliant on our web server. Therefore, the online shopping service is provided on an "as is" and "as available" basis.
Any other information or advice given on this site is meant for guidance purposes only and purchasers must be responsible for determining whether such information or advice applies to their particular circumstances. The information and advice contained on this website should not be relied upon as statements or representations of facts. No warranty is given as to the accuracy of any information given.
This agreement between AvivaWater and you shall be governed by and interpreted in accordance with UK law, and UK courts shall have jurisdiction to resolve any disputes.
All rights, including copyright, trademarks, names and logos, used in relation to this website are owned by or controlled for these purposes by us. Nothing in this Agreement confers on you any licence or right under any of our trademarks, names or logos or those of any third party.
We reserve the right to issue legal proceedings against any companies or persons who copy any text, photographs, images, graphics, logos, button icons, trademarks or any part of this website. The content of this website is and remains the intellectual property of AvivaWater.