Refund, Return & Delivery Policy
1. Our Services
We offer two main types of service:
Supply & Installation - We supply and professionally install complete filter tap systems.
The tap and filtration components are provided and fitted as a single service. Customers do not receive products separately without installation. However, customers may request installation of filters on an existing tap.
Filter Servicing & Replacement - We provide scheduled visits to replace and maintain filter cartridges on systems previously installed by us or on any compatible units.
Filters are supplied and fitted on-site by our engineers during the service appointment.
We do not deliver products by courier or post. All products are supplied and fitted in person by our team.
2. Cancellations (Before a Scheduled Appointment)
You may cancel or reschedule an installation or service appointment by giving at least 24 hours’ notice before your scheduled time.
To cancel or reschedule, please contact us directly:
contact@thefiltertapcompany.com
07940 595 862
If cancellation or rescheduling occurs less than 24 hours before your appointment, a short-notice or call-out fee may be charged to cover engineer scheduling and preparation costs.
3. Cancellations (After Work Has Commenced)
Once installation or servicing work has begun, the job is considered in progress and cannot be cancelled.
If any issue arises following completion, please contact us, we’ll arrange a prompt inspection and remedy as appropriate (see Section 4 below).
4. Faults, Defects, or Service Issues
We take care to ensure every installation and service visit meets our high standards.
If you believe there is a fault, defect, or performance issue with your system or recent filter change:
Please contact us as soon as possible at contact@thefiltertapcompany.com.
We will arrange an inspection or service visit to identify and resolve the issue.
Where the problem is due to a manufacturing defect or installation error, any remedial work will be carried out at no cost to you.
If the issue is caused by misuse, accidental damage, or unauthorised work, any remedial visit may be chargeable.
If a manufacturer fault is identified in a tap or filtration component, we will manage the warranty claim on your behalf.
5. 30-Day Money Back Guarantee
We offer a 30-day money back guarantee on our supply and installation services to ensure your complete satisfaction.
If within 30 days of installation you are not satisfied with your filtered tap system and contact us to explain the reason, we will work with you to resolve the issue.
If we are unable to resolve the issue to your satisfaction, you may be eligible for a refund of the installation service charge (excluding parts cost and any usage after installation).
This guarantee is subject to:
- The system being properly maintained according to our guidelines.
- No damage caused by misuse, neglect, or unauthorised modifications.
- Any refund request made in writing within 30 days of installation.
Please note, this guarantee does not apply to consumable items such as replacement filter cartridges.
6. Refunds
Refunds (including under the 30-day guarantee) are only provided in the following circumstances:
- The installation or service cannot be completed due to our error or failure; or
- A system is proven to be defective and cannot be repaired or replaced under warranty; or
- You have met the terms of our 30-day money back guarantee as detailed above.
Where a refund is agreed, it will be processed within 14 days using the same payment method used for the original transaction.
We will not cover the cost of refilling any drilled holes.
7. Rescheduling Appointments
We understand that circumstances change.
If you need to move an installation or filter service appointment, please notify us at least 24 hours in advance.
Repeated short-notice reschedules may incur additional charges.
If we must reschedule due to unforeseen circumstances (e.g. supply issues, illness, or extreme weather), we will contact you as early as possible to arrange a new convenient date.
8. Trade & Commercial Customers
For trade or commercial clients, cancellation, servicing, and refund terms may differ and will be confirmed individually within your quotation or service agreement.
9. Contact Us
The Filter Tap Company Limited
Chosen View Road, Cheltenham, Gloucestershire, GL51 9LT
01215 161 827
contact@thefiltertapcompany.com
www.thefiltertapcompany.com
10. Policy Updates
We may update this Refund, Return & Cancellation Policy from time to time to reflect changes to our services or legal requirements.
The most recent version will always be available on our website.