Terms of service

Terms & Conditions
Last updated: 7 May 2026

These Terms & Conditions explain the rules that apply when you use the Aquello website, place an order, purchase products, request support, or use any related services provided by Aquello.
These Terms apply to sales made through our website and to the use of our website. They should be read together with our Warranty & Returns page and our Privacy Policy.
Nothing in these Terms is intended to limit or remove any legal rights you may have as a consumer under UK law.

Who We Are

Aquello Ltd, trading as Aquello, operates this website and online store.
Company: Aquello Ltd
Trading name: Aquello
Email: info@aquello.co.uk
Phone: +44 20 4569 0585
Registered office / business address: 167-169 Great Portland Street, 5th Floor,
London, W1W 5PF
If you have any questions about these Terms & Conditions, please contact us using the details above.

Using Our Website

You may use the Aquello website for lawful personal use, including browsing our products, reading information about our systems, placing orders, contacting us, and requesting support.

You agree not to use our website:

• For any unlawful, fraudulent, harmful, or malicious purpose;
  
• To interfere with the security, operation, or availability of the website;
  
• To upload or transmit viruses, malware, spam, or harmful code;
  
• To copy, scrape, reproduce, or commercially exploit website content without our permission;
  
• To impersonate another person or provide false or misleading information;
  
• To interfere with another customer’s use of the website;
  
• To misuse forms, checkout, customer accounts, or support channels.

We may restrict, suspend, or block access to the website where we reasonably believe that the website is being misused, abused, attacked, or used in breach of these Terms.
Nothing in these Terms limits any legal rights you may have as a consumer.

Products and Product Information

We aim to provide clear and accurate information about Aquello products, including product descriptions, specifications, images, filter information, installation guidance, maintenance guidance, and compatibility information where relevant.
Product images, diagrams, colours, dimensions, layouts, and illustrations are provided to help you understand the product and how it may be used. Some visual details may vary depending on your screen, device settings, product updates, packaging, or installation conditions.
We may update product information, specifications, images, pricing, availability, or product content from time to time. If you have already placed an order, the product information available at the time of your order will apply unless we clearly agree otherwise with you.
Aquello products are designed for suitable domestic use and must be installed, used, and maintained in line with the product guidance provided. Installation conditions may vary depending on your kitchen setup, under-sink space, pipework, water supply, waste connection, and nearby power access.
If you are unsure whether a product is suitable for your home, installation area, or intended use, please contact Aquello before ordering.
Nothing in this section affects your statutory rights if a product is faulty, not as described, or does not meet the standards required by law.

Orders and Contract Formation

When you place an order through the Aquello website, you are making an offer to buy the products or services shown in your order.
After you place an order, you may receive an order acknowledgement or confirmation email. This confirms that we have received your order, but it does not necessarily mean that your order has been accepted.
A contract between you and Aquello is formed when we accept your order. This may happen when we send an order confirmation, dispatch the product, or otherwise confirm that your order has been accepted.

We may be unable to accept an order if:

• The product is unavailable;
  
• There is an error in the product information, price, or availability;
  
• Payment is not authorised or cannot be processed;
  
• We cannot deliver to the address provided;
  
• We reasonably suspect fraud, misuse, or unauthorised activity;
  
• The order appears to be placed for commercial resale or another purpose outside normal customer use.

If we cannot accept your order after payment has been taken, we will contact you and arrange a refund for any amount paid for the unavailable or cancelled item.
Please check your order details carefully before submitting your order. You are responsible for making sure that your delivery details, contact details, product selection, and any other order information are accurate.
Any cancellation, return, faulty item, or warranty request will be handled in line with our Warranty & Returns page and your statutory rights.

Prices and Payment

Product prices are shown on our website in pounds sterling.
We aim to make product prices, delivery charges, installation charges, and any other applicable costs clear before you place an order. The total amount payable will be shown during checkout before you confirm your order.
Delivery charges, where applicable, will be shown before you complete your order. Optional services, such as professional installation, may be priced separately unless clearly included in the product or order price.
Prices, offers, promotions, delivery charges, and installation charges may change from time to time. Any changes will not affect an order that has already been accepted, unless we contact you and you agree to a change.
Payment must be made using one of the payment methods available at checkout. Payments are processed through Shopify and payment service providers. Aquello does not directly store your full payment card details.
If there is an obvious pricing error on our website, we may contact you to correct the error before accepting your order. If we cannot accept your order because of a pricing error and payment has already been taken, we will refund the amount paid.

Delivery

We will provide delivery information, available delivery options, estimated delivery times, and any applicable delivery charges during the checkout process before you place your order.
Delivery times are estimates only unless a specific delivery date or timeframe has been clearly agreed with you. We will do our best to deliver within the estimated timeframe and, unless we agree a different delivery period with you, within 30 days of accepting your order.
Delivery may be affected by courier delays, stock availability, address issues, access issues, or events outside our reasonable control.
If there is a significant delay with your order, we will try to contact you using the details provided with your order.
Risk in the products passes to you when the products come into your physical possession, or into the physical possession of a person you have identified to receive them on your behalf.
Please check your delivery details carefully before placing your order. Aquello is not responsible for delays or failed delivery caused by incorrect or incomplete delivery information provided by you.
If a product arrives damaged, faulty, incomplete, or not as described, please contact Aquello as soon as possible. This will be handled in line with our Warranty & Returns page and your statutory rights.

Installation Services

Aquello may offer professional installation as a separate paid service, depending on your location, property, kitchen setup, under-sink space, pipework, water supply, waste connection, and nearby power access.
Unless clearly stated otherwise, professional installation is not automatically included in the product price and may need to be quoted, arranged, and paid for separately.
Before installation, Aquello may ask you to provide photos or information about your under-sink area, pipework, tap position, waste connection, water supply, and power access. This helps us understand whether the setup appears suitable and whether any additional planning may be required.
If Aquello agrees to provide installation, the scope of the installation service, price, appointment details, and any key requirements will be confirmed before the work is carried out.
Aquello will provide installation services with reasonable care and skill. However, installation may be affected by existing plumbing, hidden defects, unsuitable pipework, restricted access, unsuitable worktop or sink material, water pressure issues, electrical supply issues, or other conditions outside Aquello’s control.
Any additional work that is outside the agreed installation scope may require a separate quote, appointment, or third-party professional.
If you choose to install the system yourself or use your own plumber, installer, or other third party, you are responsible for ensuring that the system is installed correctly and in line with the product guidance provided.
Issues caused by incorrect installation, unsuitable installation conditions, external plumbing, existing pipework, waste pipes, taps, valves, fittings, water pressure issues, electrical supply issues, or parts not supplied by Aquello are handled in line with our Warranty & Returns page and your statutory rights.

Returns, Faulty Items and Warranty

Returns, cancellations, faulty items, damaged items, warranty support, filters, consumable parts, installation-related issues, and external plumbing issues are explained in our Warranty & Returns page.
For eligible online orders, you may have the right to cancel your order within 14 days of delivery. Details of how to request a cancellation, return an item, and request a refund are explained in our Warranty & Returns page.
If a product arrives faulty, damaged, incomplete, or not as described, please contact Aquello as soon as possible so we can review the issue and advise the next step.
Aquello systems are supplied with a 2-year limited warranty for covered product faults, subject to the conditions and exclusions explained in our Warranty & Returns page.
Nothing in these Terms limits or removes any statutory rights you may have as a consumer.

Your Responsibilities

You are responsible for making sure that the information you provide to Aquello is accurate, complete, and up to date. This includes your contact details, delivery address, billing details, order information, and any information you provide when asking about installation, returns, warranty support, or product issues.
You are responsible for checking that the product you order is suitable for your intended use, property, and installation area. If you are unsure, please contact Aquello before ordering.
You should follow the product guidance provided with the Aquello system, including installation, use, flushing, maintenance, and filter replacement guidance.
You must not misuse, modify, damage, or use the product in a way that is outside the product guidance provided.
If you choose to install the system yourself or use your own plumber, installer, or other third party, you are responsible for ensuring that the system is installed correctly and safely.
This section does not limit or remove any statutory rights you may have as a consumer.

Website Content and General Information

The information on the Aquello website is provided to help customers understand our products, features, installation requirements, filter replacement, maintenance, warranty support, and related services.
We aim to keep website content clear, accurate, and up to date. However, information on the website may be updated from time to time, and some details may vary depending on product updates, installation conditions, property layout, water supply, pipework, waste connection, and other practical factors.
Any installation, maintenance, troubleshooting, or product guidance on the website is provided for general information. It should not be treated as a substitute for a proper assessment of your specific installation area or for professional advice where this is needed.
If you are unsure whether an Aquello product is suitable for your home, installation area, plumbing setup, or intended use, please contact Aquello before ordering or installing the product.
Nothing in this section limits or removes any statutory rights you may have as a consumer.

Intellectual Property

The Aquello website and its content are owned by, licensed to, or used by Aquello with permission. This may include text, images, diagrams, illustrations, icons, graphics, videos, logos, product names, page layouts, design elements, downloadable materials, and other website content.
You may use the website and its content for your own personal, non-commercial use, such as viewing product information, reading guidance, placing orders, or contacting Aquello.
You must not copy, reproduce, modify, distribute, publish, sell, commercially exploit, scrape, or reuse any website content without our prior written permission, except where this is allowed by law.
The Aquello name, logo, branding, product names, and related visual identity must not be used without our prior written permission.
Nothing in these Terms gives you ownership of any intellectual property rights in the Aquello website, content, branding, products, or materials.

Third-Party Links and Tools

The Aquello website may include links to third-party websites, platforms, tools, apps, payment services, delivery services, social media pages, or other external resources.
These third-party websites and services are not controlled by Aquello. If you choose to access or use them, you should review their own terms, privacy policies, and security practices.
We are not responsible for the content, availability, accuracy, policies, or practices of third-party websites or services that are not controlled by Aquello.
This does not affect any legal rights you may have in relation to products or services purchased directly from Aquello.

Shopify

The Aquello website and online store are powered by Shopify. Shopify provides the ecommerce platform and related technology that allow us to operate our store, display products, process checkout, manage orders, and provide related online store services.
Any sale made through the Aquello website is made between you and Aquello Ltd, trading as Aquello. Shopify is not the seller of the products you purchase from Aquello.
Aquello is responsible for the products we sell, the information we provide on our website, customer support, order handling, delivery, returns, warranty support, and related customer service.
Shopify and other service providers may process personal information as explained in our Privacy Policy.

Privacy

How Aquello collects, uses, stores, and shares personal information is explained in our Privacy Policy.
Our website is powered by Shopify, and Shopify and other service providers may process personal information as explained in our Privacy Policy.
By using our website, placing an order, creating an account, contacting us, or requesting support, you acknowledge that personal information may be processed in line with our Privacy Policy.
If there is any conflict between these Terms & Conditions and our Privacy Policy about how personal information is collected, used, stored, or shared, our Privacy Policy will apply to that privacy matter.

Prohibited Uses

You must not use the Aquello website or services:

• For Any unlawful, fraudulent, harmful, abusive, or malicious purpose;
  
• To Interfere with the operation, security, or availability of the website;
  
• To Upload, transmit, or distribute viruses, malware, spam, or harmful code;
  
• To Collect, scrape, copy, extract, or commercially reuse website content without our permission;
  
• To Attempt to gain unauthorised access to our website, customer accounts, systems, or data;
  
• To Impersonate another person or provide false, inaccurate, or misleading information;
  
• To Misuse checkout, contact forms, customer accounts, support channels, reviews, or other website features;
  
• To Infringe Aquello’s intellectual property rights or the rights of another person or business;
  
• To Use automated systems, bots, scraping tools, or similar technology in a way that harms, overloads, bypasses, or interferes with the website.

We may restrict, suspend, or block access to the website where we reasonably believe that the website is being misused, abused, attacked, or used in breach of these Terms.
This does not limit any statutory rights you may have as a consumer.

Limitation of Liability

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded by law. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, and any statutory rights you may have as a consumer.
Aquello is responsible for losses that are a foreseeable result of us breaching these Terms or failing to use reasonable care and skill.
We are not responsible for losses that are not foreseeable, or for business losses such as loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity. Aquello products and services are currently provided for domestic consumer use unless we clearly agree otherwise in writing.
We are not responsible for faults, damage, leaks, poor performance, or losses where these are caused by misuse, incorrect installation, unsuitable installation conditions, external plumbing, existing pipework, waste pipes, taps, valves, fittings, water pressure issues, electrical supply issues, unauthorised modifications, accidental damage, or parts not supplied by Aquello.
Nothing in this section affects your rights under our Warranty & Returns page or any statutory rights you may have as a consumer.

Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our business, website, products, services, Shopify settings, legal requirements, or how we operate.
When we update these Terms, we will update the Last updated date at the top of this page.
The Terms that apply to your order will usually be the Terms in force at the time you place your order, unless a change is required by law or regulatory requirement.
If we make significant changes to these Terms, we may take reasonable steps to bring those changes to your attention where required by law.
You should review these Terms from time to time when using our website or placing an order.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, you may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be able to bring legal proceedings in the courts of the part of the United Kingdom where you live.
Nothing in these Terms limits any mandatory consumer rights you may have under applicable law.

Contact Aquello

If you have any questions about these Terms & Conditions, your order, our products, installation services, returns, warranty support, or your use of the Aquello website, please contact us.
Email: info@aquello.co.uk
Phone: +44 20 4569 0585
Opening hours: Mon-Fri: 9:00am-5:00pm
Company: Aquello Ltd
Trading name: Aquello
Registered office / business address: 167-169 Great Portland Street, 5th Floor,
London, W1W 5PF