Refund policy

 

REFUND POLICY

Our 60-day money-back guarantee

We want you to love your Filtraflow — and we're confident you will. That's why every order is covered by our 60-day money-back guarantee. If you're not completely satisfied for any reason within 60 days of delivery, return it to us for a full refund. No awkward questions, no hoops to jump through.

How to start a return

  1. Email us at [your support email] with your order number and a short note on why you're returning.
  2. We'll reply within 1 working day with your return instructions and returns address.
  3. Post the item back to us. We recommend using a tracked service, as the item remains your responsibility until it reaches us.

Return postage is paid by the customer, unless the item arrived damaged, faulty, or incorrect — in which case we'll cover the return cost in full.

Condition of returns

To qualify for a refund under the 60-day guarantee, items should be returned in their original packaging where possible. It's fine if the product has been used — that's the point of the guarantee — but replacement filter cartridges must be unused and sealed, for hygiene reasons, unless they're faulty.

Refunds

Once your return arrives, we'll inspect it and process your refund within 3 working days. Refunds go back to your original payment method; depending on your bank, it may take a further 3–5 working days to appear.

Damaged, faulty, or incorrect items

If anything arrives damaged, faulty, or isn't what you ordered, email us within 48 hours of delivery with a photo and your order number. We'll send a replacement or issue a full refund immediately — including any postage — at no cost to you.

Subscriptions

Filter subscription plans can be paused or cancelled at any time from your account, or by emailing us — no fees, no minimum term. Cancelling stops all future deliveries; any subscription order already delivered is covered by the same 60-day guarantee above.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including your right to reject faulty goods.