As a UK customer you have 14 calendar days in which you are able to cancel your order for any reason, this period starts from the day you have received the ordered items. All orders placed through the website are subject to a 14 day return period where goods can be returned for a refund, subject to any re-stocking, carriage or transaction fees that may apply. Where items have been incorrectly ordered or for ‘change of mind’ returns, the goods must be returned to us in new, un-used condition and in their original packaging.
Any return requests must be submitted either over the phone, by email or directly through our website using the form below, in accordance with our return policy. Once a return has been submitted, you have 14 days to return the goods to us. If a return is received later than 14 days from the date of your initial return request, then we reserve the right to reject the return. Please always attach your order number or reference when returning goods.
A full breakdown of our terms and conditions for orders, refunds and returns can be found on our Terms & Conditions page.
Business To Business Orders
Business to business orders that are returned during the 14 day period may be susceptible to a re-stocking fee of up to 30% depending on the particular item or circumstances of the order.
Faulty Or Damaged Goods
If your order has arrived damaged, you must notify us within 24 hours from the date of delivery. Faulty or damaged goods must be returned within 14 days of us being notified of the issue. You can notify us of issues with your order via phone, email or using a contact form on our website. Please reference your order number and any details relating to the damaged or faulty goods. Any items that show signs of improper use or that have been damaged after delivery has taken place, will be rejected and will not be refunded.
Submit Your Return
Submit your return using the form below. Ensure that all details entered are correct, including your order number and any contact details.
Return Address:
Ultra Soft Water Softeners Ltd
The Coach House, Sheathers Farm
Lenham Heath, Maidstone
Kent, ME17 2BS
Phone: 01622 933 853
Email: sales@ultra-soft.co.uk
Opening Hours
Monday – Friday (9am To 5pm)
Returns Information
Who will cover the cost of the return?
When the correct goods have been supplied or if there has been a change of mind, you will be expected to cover the return postage cost. If the goods were sent incorrectly or if they are deemed faulty, then we will cover the cost of the return. In this case, we will either provide a pre-paid returns label or credit the carriage costs upon refunding your order. Evidence of the return cost may be required, so please keep this on hand.
How long do I have to return the items?
From the date of submitting your return request, you have 14 days to return the goods to us. Any goods returned outside of this window, or without prior approval may be rejected.
Can I return the product if it has already been used?
Any returns must be in unopened, unused and re-sellable condition. If the goods are not returned in this condition, then your return may be rejected or a discretionary charge deducted from your refund.