Clear information about returns, faulty items, and Aquello warranty support
At Aquello, we want our returns and warranty process to be clear and straightforward. This page explains what to do if you want to request a return, if your item arrives faulty or damaged, or if you need support under the Aquello limited warranty.
Your statutory rights are not affected.
Returns
If you change your mind after placing an eligible online order, you may contact Aquello within 14 days of delivery to request a cancellation and return.
You do not need to give a reason.
Once you have told us that you wish to cancel, you should return the item within 14 days. Please contact us before sending any item back, so we can confirm the correct return process and return address.
Returned items should be complete, returned with all included parts and packaging where possible, and not installed or used beyond what is
necessary to inspect them. We may reduce the refund if the item has been handled more than necessary, installed, used, returned incomplete, or returned damaged.
Once the returned item has been received, or once you provide evidence that it has been sent back, we will process any eligible refund within 14 days using the original payment method.
Where a refund is due following an eligible cancellation, we will refund the standard delivery cost if you paid for delivery. If you selected a more expensive delivery option, we may only refund the cost of the standard delivery option.
Unless the item is faulty, damaged, or not as described, you may be responsible for the cost of returning the item to us.
Faulty or Damaged Items
If your item arrives faulty, damaged, incomplete, or not as described, please contact Aquello as soon as possible. We will review the issue and help you with the next steps.
To help us assess the issue quickly, please include your order number, a clear description of the problem, and photos or video showing the fault, damage, packaging, or missing parts.
Depending on the issue and your consumer rights, we may offer a replacement part, repair support, replacement product, refund, or another appropriate solution. Your statutory rights are not affected.
Please do not install a damaged item
If the product or any part appears damaged before installation, please do not install or use it. Contact Aquello first so we can review the issue and advise the correct next step.
Aquello Limited Warranty
Aquello systems are supplied with a 2-year limited warranty from the date of delivery, unless a different warranty period is confirmed in writing. This warranty is designed to support customers if the system develops a fault due to a manufacturing defect or covered component issue during normal domestic use.
The warranty applies when the Aquello system has been installed, used, and maintained correctly, in line with the product guidance provided.
If a covered issue is confirmed, Aquello may offer repair support, a replacement part, a replacement product, or another appropriate solution depending on the nature of the issue.
This limited warranty is provided in addition to your statutory rights. Your statutory rights are not affected.
What Is Not Covered
The Aquello limited warranty does not cover issues caused by misuse, incorrect installation, unauthorised modifications, accidental damage, neglect, normal wear and tear, external physical damage, cracked casing, broken parts, impact damage, or use outside the product guidance provided.
The warranty also does not cover faults or damage caused by external plumbing, existing pipework, waste pipes, taps, valves, water pressure issues, electrical supply issues, or other fixtures and fittings that are not part of the Aquello product.
Filters and consumable parts are not covered for normal use or expected replacement, unless they arrive faulty, damaged, incomplete, or not as described.
This does not affect your statutory rights if the product is faulty, not as described, or does not meet the standards required by law.
Filters and Consumable Parts
Filters, filter cartridges, membranes, and other consumable parts are designed to be replaced as part of normal system maintenance. Their lifespan can vary depending on water quality, usage, and installation conditions.
Normal filter use, reduced filter performance over time, or expected filter replacement are not covered under the Aquello limited warranty.
If a filter or consumable part arrives faulty, damaged, incomplete, or not as described, please contact Aquello as soon as possible so we can review the issue.
Using unsuitable, modified, damaged, or non-approved parts may affect system performance and may not be covered under the Aquello limited warranty.
Installation and External Plumbing
Aquello systems are designed to be installed as under-sink water filtration products connected to the mains cold water supply, a dedicated drinking water tap, the sink waste pipe, and a suitable nearby power socket.
The Aquello limited warranty does not cover faults, leaks, damage, or poor performance where these are caused by incorrect installation, unsuitable installation conditions, external plumbing, existing pipework, waste pipes, taps, valves, fittings, water pressure issues, electrical supply issues, or other parts not supplied by Aquello.
If Aquello provides professional installation as a separate paid service, the scope of that installation service will be explained before the work is carried out. Any issues caused by existing plumbing, hidden defects, unsuitable pipework, or non-Aquello fixtures may require additional work or a separate solution.
If the system is installed by the customer, a plumber, or another third party, it must be installed correctly and in line with the product guidance provided. Aquello may ask for photos, videos, or further information to help assess whether an issue relates to the Aquello product or to the installation or surrounding plumbing.
How to Make a Claim
To request a return, report a faulty or damaged item, or ask for warranty support, please contact Aquello before sending anything back. This helps us review the issue and confirm the correct next steps.
Please include as much relevant information as possible, including:
- Your order number;
- Your name and contact details;
- A clear description of the issue;
- Photos or video showing the problem;
- Photos of the packaging if the item arrived damaged;
- Photos or video of the installation area if the issue may relate to installation, plumbing, tubing, leaks, or water flow.
Once we receive your request, we will review the information and advise the next step. This may include troubleshooting, requesting further details, arranging a return, supplying a replacement part, or offering another appropriate solution.
Contact Aquello
If you need help with a return, faulty item, damaged item, or warranty claim, please contact Aquello before sending anything back.
Please include your order number, a short description of the issue, and any relevant photos or videos so we can review your request as quickly as possible.
Email: info@aquello.co.uk
Phone: [Aquello phone number]
Opening hours: Mon-Fri: 9:00am — 5:00pm