Returns & Refund Policy

Applies to: Direct purchases of TerraAqua goods, digital content, services and subscriptions

1. Purpose

This policy explains cancellation, return, replacement and refund arrangements for products and services purchased directly from TerraAqua. It does not reduce any rights available under UK consumer law.

2. Contacting TerraAqua

To request a cancellation, return or refund, email info@terra-aqua.co.uk with your name, order number, the item or service concerned and the reason for contacting us. A reason is not required when exercising a statutory right to cancel a qualifying distance-sale purchase.

3. Cancelling before dispatch

Contact TerraAqua as soon as possible if you wish to cancel an order before dispatch. If the order has not entered processing or dispatch, TerraAqua will normally cancel it and refund payments received. If it has already been dispatched, the distance-selling return process may apply.

4. Change-of-mind returns for goods bought at a distance

Consumers who buy qualifying goods online, by telephone or by another distance-selling method may notify TerraAqua that they wish to cancel within 14 days after receiving the goods, without giving a reason.

After notifying TerraAqua, the consumer must return the goods within a further 14 days unless TerraAqua agrees another arrangement.

This right is subject to the statutory exceptions described in section 8.

5. Condition of returned goods

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and operation, in the same way that you could inspect them in a shop.

Returned goods should include all supplied parts, accessories and documentation and should be packaged securely. Original packaging should be used where reasonably possible, but its absence does not by itself remove statutory rights.

TerraAqua may make a lawful deduction from a change-of-mind refund where handling beyond what is reasonably necessary has reduced the value of the goods.

6. Return delivery costs

For a change-of-mind return, the customer is normally responsible for the direct cost of returning the goods unless TerraAqua agreed otherwise before purchase or failed to provide legally required information.

Where goods are faulty, damaged on arrival, incorrectly supplied or not as described, TerraAqua will provide an appropriate return method or reimburse reasonable return costs where required by law.

7. Refund timing and method

For a qualifying change-of-mind return, TerraAqua will issue the refund within 14 days after receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.

The refund will include the original standard delivery charge. Any additional amount paid for an enhanced delivery option is not normally refundable beyond the cost of standard delivery.

Refunds are normally made to the original payment method unless another lawful method is agreed. Payment-provider processing times may affect when funds appear in the customer’s account.

8. Exceptions to change-of-mind cancellation

Statutory exceptions may apply, including to:

• goods made to the customer’s specifications or clearly personalised;
• sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed, where the legal exception applies;
• digital content supplied immediately after the consumer expressly requested immediate supply and acknowledged the loss of the cancellation right, where all legal requirements were met;
• services fully performed during the cancellation period after the consumer’s express request and acknowledgement, where permitted by law; and
• other products or services excluded by applicable legislation.

TerraAqua will not rely on an exception unless it lawfully applies to the particular transaction.

9. Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for their stated purpose and as described. Contact TerraAqua promptly if a product is faulty, damaged in transit, incomplete or incorrectly supplied.

Depending on the circumstances and applicable law, available remedies may include rejection and refund, repair, replacement, price reduction or a final right to reject.

For consumer purchases, the statutory short-term right to reject faulty goods generally lasts 30 days from delivery, subject to the rules and exceptions in applicable law. Rights may continue after that period.

10. Inspection and diagnosis

TerraAqua may ask for photographs, video, serial numbers, diagnostic information or reasonable troubleshooting before arranging a return. Returned products may be inspected to confirm the reported issue. This does not limit statutory rights or cause unreasonable delay.

11. Products not purchased directly from TerraAqua

If a product was bought from an authorised retailer or other seller, the sales contract is normally with that seller. Customers should first contact the seller for cancellation and refund rights. TerraAqua may still provide manufacturer-warranty assistance under the Warranty Policy.

12. Digital content and software

Digital content must be of satisfactory quality, fit for purpose and as described. Where digital content is faulty, the customer may have rights to repair, replacement or a price reduction under applicable law.

Activation, download or installation does not remove statutory remedies for faulty digital content.

13. Services and subscriptions

Cancellation and refund rules for TerraAqua Cloud subscriptions are described in the Subscription Terms. Nothing in those terms removes mandatory consumer rights.

14. Warranty claims

The voluntary 12-month TerraAqua hardware warranty is described in the Warranty Policy. Warranty rights are additional to statutory rights.

15. Business customers

Where a purchase is made wholly or mainly for business purposes, consumer cancellation rights may not apply. The contract, quotation and applicable business law will govern the return, subject to rights that cannot legally be excluded.

16. Abuse and fraud prevention

TerraAqua may investigate suspected fraudulent, altered or abusive claims. This does not affect genuine statutory rights.

17. Consumer rights

Nothing in this policy limits rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable law.

18. Contact

TerraAqua
68 The Cedars
Chorley
Lancashire
PR7 3RL
United Kingdom
Email: info@terra-aqua.co.uk

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