Refunds & Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To complete your refund, we require a receipt or proof of purchase.

Please do not send any installed products back to Sutton & East Surrey Water Services Ltd or the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Any installed component not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is returned more than 30 days after delivery

When the repair or installation is inspected, we will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


Exchanges (if applicable)

We only replace supplied components if they are defective or damaged. If you believe that there are quality defects with the repair or installation that we carried out, please call us on 0203 627 3318 to discuss with our team and we will send an engineer to inspect the issue.


© 2015 Sutton and East Surrey Water Services