Last update: March 11th 2026
Terms And Conditions
These terms and conditions are the contract between you, the Customer, and Renewell Water Filtration Limited (referred to as the "Company," "Renewell Water," "Renewell Water website," "we," or "us"). By visiting or using Our Website, you agree to be bound by them.
I / We are Renewell Water Filtration Ltd, Ireland, number 553503. Our address is Knockagh, Hackballscross, Dundalk, Co Louth, Ireland, A91 ENP6.
You are: Anyone who uses Our Website.
Please read this agreement carefully and save it. If you do not agree with it, you should leave our Website immediately.
1. Definitions
In this agreement:
"Carrier" means any individual, company or third party logistics service subcontracted by us to carry Goods from us to you.
"Content" means any content in any form published on Our Website by us or any third party with our consent.
"Goods" means any of the goods we offer for sale on Our Website, or, if the context requires, goods we sell to you.
"Our Website" means any website of ours, and includes all web pages controlled by us.
"Digital Platform" means any other digital platform controlled by us.
"Post" means display, exhibit, publish, distribute, transmit and/or disclose information, Content and/or other material on to Our Website, and the phrases "Posted" and "Posting" shall be interpreted accordingly.
"Order" means the purchase request you are making on our website, email, whatsapp, through a call to us or any other official contact way.
"Annual Service" means the maintenance needed for the Renewell Water filtration system, which can also mean cartridge change.
"Installation" means the setup, fitting, configuration and testing of the Renewell Water filtration system(s), together with any associated components, at the location designated by you, whether carried out by our technicians or under our remote guidance.
"Deposit" means the initial payment required to secure an order placed by telephone.
"Balance" means the outstanding portion of the total purchase price payable prior to or upon completion of installation.
2. Interpretation
In this agreement unless the context otherwise requires:
2.1. "Person" includes an individual, corporate body, unincorporated association, government body or agency, or any other legal or natural person.
2.2. These terms and conditions apply to all supplies of Goods and Services by us to any customer. They prevail over any terms proposed by you.
2.3. Any agreement by any party not to do or omit to do something includes an obligation not to allow some other person to do or omit to do that same thing.
2.4. Except where expressly stated otherwise, any obligation of any person arising from this agreement may be performed by any other person.
2.5. In this agreement references to a party include references to a person to whom those rights and obligations are transferred or passed as a result of a merger, division, reconstruction or other re-organisation involving that party.
2.6. The Headings, formatting and punctuation to the paragraphs and schedules (if any) to this agreement do not affect the interpretation.
2.7. A reference to any statute, regulation or law includes all amendments, modifications, extensions and re-enactments, as well as any subordinate legislation made under it.
2.8. These terms and conditions apply in any event to you as a buyer or prospective buyer of our Goods and so far as the context allows, to you as a visitor to Our Website.
2.9. This agreement is made only in the English language. If there is any conflict in meaning between the English language version of this agreement and any version or translation of this agreement in any other language, the English language version shall prevail.
2.10. You shall not use the Goods or Services for any illegal, unlawful or unauthorised purpose, and you shall comply with all applicable laws and regulations in your jurisdiction and in Ireland, including without limitation all intellectual property and copyright laws. Any breach of this clause or any material breach of these Terms may result in the immediate suspension or termination of the Services, without prejudice to any other rights or remedies available to us.
3. Our Contract with you
3.1. This agreement contains the entire agreement between the parties and may supersede all previous agreements and understandings between the parties whether written or oral, relating to its subject matter.
3.2. Each party acknowledges that, in entering into this agreement, he/she does not rely on any representation, warranty, information or document or other term not forming part of this agreement.
3.3. If you use Our Website in any way and make an order on behalf of another person you warrant that you have full authority to do so and you accept personal responsibility for every act or omission by you.
3.4. We do not guarantee that Goods advertised on Our Website are available and availability may be subject to change without notice.
3.5. We may amend these Terms. The version of the Terms in force and displayed on Our Website at the time you place an Order shall apply to that Order.
3.6. We reserve the right to amend the prices of the Goods at any time. Any such changes will not affect orders that have already been accepted by us.
3.7. If in future, you buy Goods from us under any arrangement which does not involve your payment via Our Website, these terms still apply so far as they can be applied.
3.8. We do not supply or deliver Goods in all jurisdictions globally. We reserve the right to refuse to accept an Order or to deliver Goods if you reside in, or request delivery to, a jurisdiction that we do not serve.
4. Order Criteria
4.1. The Customer must ensure that you, as the property owner or with appropriate authorisation, allow the installation of the System at the Delivery Address. Renewell Water will not be liable for any property damage resulting from the installation process.
4.2. Prior to ordering the System, the Customer must ensure that:
4.2.1. a 13-amp power socket is available within 2 metres of the proposed installation location, and
4.2.2. mains water is accessible within 15 metres of the proposed installation location.
4.3. Installation will not proceed unless both conditions are satisfied. Should installation be impossible due to non-compliance with these requirements, we reserve the right to terminate the Agreement without refund of the Installation Fee.
4.4. The Customer must be at least 18 years of age.
4.5. The Customer will provide the Company with their contact details and will update the Company when there is a change in this information.
4.6. Images of the Systems on the Website and in brochures are for illustration purposes only. While we endeavour to ensure accuracy, exact colour, design, and model representation cannot be guaranteed. Customers should refer to the Renewell Water website for detailed descriptions of the Systems.
5. Acceptance of your order
5.1. The Customer's order constitutes an offer to purchase from Renewell Water. Upon receipt of the order, the Company will acknowledge receipt via email or other communication. This acknowledgement does not constitute acceptance of the Customer's offer.
5.2. After the Company confirms receipt of the order, Renewell Water will verify the availability of the selected Systems and/or Other Products to buy.
5.3. If we do not have all of the Goods you order in stock, we will offer you alternatives within 30 days. If this happens you may:
5.3.1. accept the alternatives we offer;
5.3.2. cancel all or part of your order.
5.4. A contract for the purchase of a System between you and Renewell Water will only be established once the Company confirms that the System and Other Products is/are available and has/have been fully paid.
5.5. Renewell Water reserves the right, in accordance with the Sale of Goods and Supply of Services Act 1980 and the Consumer Protection Act 2007, to refuse, cancel, or terminate an Order for reasonable grounds at any time. Reasons for this may include:
5.5.1. if a System is entirely or partially unavailable after the order is placed.
5.5.2. due to ongoing disputes concerning payment regarding prior credit history that are deemed abnormal or placed in bad faith.
5.5.3. inability to meet a delivery or installation deadline specified by the Customer.
5.5.4. an error in the price or description of the System or pricing.
6. Price and payment
6.1. The price payable for the Goods that you order is clearly set out on Our Website.
6.2. Errors may occur from time to time, including (without limitation) errors in pricing, product descriptions, or the application, generation, or redemption of any voucher or discount code. In such circumstances, we shall not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description.
6.3. We reserve the right to correct any such errors at any time. Where an error is identified, we may, at our discretion, either cancel the order and issue a full refund of all sums paid, or contact you to confirm whether you wish to proceed at the correct price and/or description. If we are unable to contact you, or you do not wish to proceed on that basis, we shall cancel the order and refund all sums paid.
6.4. Prices include value added tax ("VAT"). If you show by your delivery address that you reside outside the EU, we will refund to you the amount charged as VAT.
6.5. Bank charges by the receiving bank on payments to us will be borne by us. All other charges relating to payment in a currency other than Euro will be borne by you.
6.6. Any information provided by the Company regarding exchange rates is indicative only and may vary over time. The Company does not guarantee the accuracy of such information.
6.7. In the event of an error in the pricing of Goods, we shall not be obliged to supply the Goods at the incorrectly stated price, provided that we notify you of the error before dispatching the Goods.
6.8. The price of the Goods includes delivery and installation only where explicitly indicated on the product page or description. Any charges for delivery or installation will apply at the rates in effect on the date the Customer places the order and will be displayed on the Company's Website prior to payment.
6.9. If we are required to repay any amount to the Customer, whether in respect of an order or for any other reason, such repayment shall be made to the Customer's credit or debit card as soon as reasonably practicable and, in any event, no later than fourteen (14) days from the date on which the Company acknowledges that the repayment is due.
7. Deposit Scheme – Deposit Requirement and Legal Effect
7.1. Where a Contract is concluded by telephone, the Company may require payment of a deposit (the "Deposit") as a condition precedent to:
7.1.1. confirmation of the Customer's order; and
7.1.2. allocation and reservation of the goods purchased.
7.2. The Deposit option is available exclusively for Contracts concluded via the Company's telephone sales channel.
7.3. The amount of the Deposit shall be clearly communicated prior to conclusion of the Contract and confirmed in a durable medium thereafter.
7.4. Upon receipt of the Deposit in cleared funds, a legally binding Contract shall arise.
7.5. The Deposit constitutes part-payment of the total purchase price and is not a security deposit.
8. Deposit Scheme – Nature of Deposit and Refund Position
8.1. Subject strictly to Clause 9 (Statutory Cancellation Rights), the Deposit is non-refundable in circumstances where the Customer cancels or repudiates the Contract after the expiry of any applicable statutory cooling-off period.
8.2. The Customer acknowledges and agrees that:
8.2.1. the Company incurs administrative, scheduling, procurement and logistical costs immediately upon confirmation of the order;
8.2.2. installation capacity is allocated and reserved specifically for the Customer; and
8.2.3. the Deposit represents a genuine pre-estimate of loss and administrative expense arising from cancellation.
8.3. The Deposit shall not be retained where retention would contravene mandatory provisions of Irish consumer protection law.
8.4. Nothing in this Clause shall operate to deprive the Customer of any statutory right to a refund where the Company is in breach of contract or where the Goods or Services do not conform to the Contract.
9. Deposit Scheme – Balance Payment and No Credit Arrangement
9.1. The outstanding balance of the total purchase price (the "Balance") shall be due and payable in full on or before completion of installation.
9.2. In the ordinary course of business, the Balance shall be collected by the Company's authorised technician immediately upon completion of installation.
9.3. The staged payment structure comprising the Deposit and subsequent payment of the Balance does not constitute:
9.3.1. a consumer credit agreement;
9.3.2. a deferred payment facility; or
9.3.3. any form of regulated credit arrangement.
9.4. The Company does not conduct credit checks, as payment in full is required upon installation.
9.5. The Company reserves the right to withhold delivery and installation of the Goods until the Balance has been paid in cleared funds.
10. Deposit Scheme – Statutory Cooling-Off Rights
10.1. Where the Contract is concluded by telephone and the deposit system is utilised, it constitutes a distance contract within the meaning of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.
10.2. The Customer has the right to cancel the Contract within fourteen (14) days without giving any reason.
10.3. Where cancellation occurs within the statutory cooling-off period and installation has not commenced, the Deposit shall be refunded within the time period prescribed by law.
10.4. Where the Customer:
10.4.1. gives express consent in a durable medium to the performance of the Services within the cancellation period; and
10.4.2. expressly acknowledges in a durable medium that by consenting to such performance they will lose the right to cancel the Contract once the Services have been fully performed by the Company,
then, to the extent permitted under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, the Customer's right to cancel the Contract shall expire upon full performance of the Services during the statutory cancellation period.
11. Deposit Scheme – Payment Processing and Pre-Authorisation
11.1. The Company does not store or retain Customers' card details.
11.2. All payments are processed through a secure third-party payment service provider.
11.3. Where the Customer elects to provide card details for the purpose of paying the Balance, the Customer may expressly authorise the creation of a pre-authorisation in respect of the outstanding Balance.
11.4. By providing such authorisation, the Customer:
11.4.1. confirms that they are the authorised cardholder;
11.4.2. expressly authorises the Company to charge the Balance where it remains unpaid on the installation date;
11.4.3. acknowledges that the charge relates to a valid contractual obligation arising under these Terms; and
11.4.4. agrees not to initiate an unjustified chargeback in respect of sums lawfully due under the Contract.
11.5. The Customer shall be notified prior to any charge being processed pursuant to a pre-authorisation.
11.6. Nothing in this clause limits the Customer's statutory right to dispute unauthorised or incorrect transactions.
12. Deposit Scheme – Non-Payment
12.1. Where the Balance is not paid on completion of installation and no lawful basis for withholding payment exists, the Company may:
12.1.1. process any valid pre-authorisation;
12.1.2. suspend ongoing services (if applicable);
12.1.3. pursue the outstanding sum as a debt due and payable; and
12.1.4. recover reasonable and proportionate costs of recovery to the extent permitted by law.
12.2. The Company shall not impose penalties or disproportionate charges.
13. Deposit Scheme – Retention of Title
13.1. Legal and beneficial title to the Goods shall remain vested in the Company until full payment of the total purchase price has been received in cleared funds.
13.2. Until title passes, the Company reserves the right, insofar as legally permissible, to recover the Goods in the event of non-payment.
14. Security of your credit card
We take care to make Our Website safe for you to use.
14.1. Card payments are processed exclusively through third-party online payment service providers and not through pages controlled directly by us. All payment information is encrypted and transmitted in a secure environment to protect the Customer's card or bank account details.
14.2. If you have asked us to remember your credit card details in readiness for your next purchase or subscription, we will securely store your payment details on our systems. These details will be end-to-end encrypted and only processed to facilitate automatic monthly payments or other transactions which you have initiated.
15. Cancellation and refunds
This clause applies where you are purchasing as a consumer within the meaning of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (the Regulations). Where the Regulations apply to the transaction, the provisions of this clause shall govern your cancellation rights.
15.1. We hereby inform you that the information provided relating to all aspects of our Goods is set out in our marketing materials, whether displayed on our website or provided in hard copy.
15.2. The following rules apply in respect of your right to cancel:
15.2.1. If you have ordered Goods, before goods have been dispatched, you may cancel your order without giving a reason, at any time within 14 days of your order. You will have no obligation and we will return your money.
15.2.2. To exercise this right, you must clearly notify us of your decision to cancel the order within the said 14-day period. You must return the Goods to us within the same 14-day period, or alternatively arrange for uninstallation and collection of the Goods. Any costs associated with uninstallation and/or collection shall be borne by you and will be notified to you in advance.
15.2.3. We will return your money subject to the following conditions:
15.2.3.1. we receive the Goods in such a condition that we can re-sell them at full price, in new condition, with labels and packaging intact.
15.2.3.2. You are required to comply with our prescribed returns and refunds procedure. We reserve the right to withhold any refund until the returned Goods have been received by us, or satisfactory evidence of their return has been provided, the identity of the sender has been verified, and the Goods have been inspected and confirmed to be in a condition that complies with the requirements set forth in these conditions.
15.3. The right to cancel shall not apply in the following circumstances:
15.3.1. if you purchase sealed goods which relate to health or hygiene, and they become unsealed after delivery, or cannot be re-sold for some other reason;
15.3.2. if they are a hard medium for a product in soft copy, which comes to you sealed and is returned to us unsealed.
15.3.3. Where the Goods have been inseparably mixed with other goods after delivery such that they cannot be readily identified or separated.
15.4. You are responsible for the cost of returning the Goods to us. We have no obligation to refund to you your cost of repacking and returning the Goods in instances of order cancellation.
15.5. In any of the above scenarios, providing you have met the criteria as outlined, we will return your money within 14 days.
15.6. For Customers who have opted for the drilling required for the separated tap, the Company can provide coverage of the resulting hole, with no additional charge, by using a sinkhole cover. The Company will endeavour, where possible, to match the colour of the work surface, but no guarantee is given regarding colour match.
15.7. The installation fee is non-refundable, as it is considered a completed service.
16. Liability for subsequent defects
16.1. We will repair or replace Goods which show a defect. If you claim that the item is defective, the following conditions apply:
16.1.1. the installation defect from installation service must be reported to us within 14 days of installation day;
16.1.2. any defects arising from improper operation, negligence, or human error is excluded;
16.1.2.1. For the avoidance of doubt, a Defect Arising from Installation does not include defects caused by normal wear and tear, improper use, lack of maintenance, unauthorised alteration or repair, interference by a third party, defects in the property's existing plumbing or water supply, or any failure to follow the manufacturer's instructions.
16.1.3. you are required to return defective Goods or parts to us where we have made such a request.
16.2. If we agree that we are liable, we will refund the cost of return carriage and will repair or replace the Goods free of charge.
16.3. Following any repair or replacement of the Goods by us, you shall have no further claims or remedies against us under this Agreement or otherwise at law, whether statutory or common law, in respect of such defect.
16.4. Damages, if any, to the System will be assessed, and refunds may not be issued depending on the extent of damage.
17. Support, Repairs, Replacements and Refunds
17.1. Technical Support and Assistance
17.1.1. Where the Customer submits a request for technical assistance or support in relation to the Goods and/or Services, the Company shall, in the first instance, use reasonable endeavours to diagnose and resolve the issue remotely, including by telephone, electronic communication, or messaging platforms.
17.1.2. Where the Company determines, acting reasonably, that the issue cannot be resolved remotely, the Company may arrange for a technician to attend the Customer's premises, provided that the location falls within the Company's designated service or installation coverage area.
17.1.3. Onsite visits are subject to availability and geographical coverage. Where an onsite visit is required as a result of user error, misuse, or a failure to follow the Company's instructions, a call-out fee may be charged in accordance with the Company's current pricing. No call-out fee will apply where the issue arises from a fault, defect, or failure attributable to the Company or the System itself. This clause does not affect your statutory rights under Irish consumer protection law.
17.2. Faulty Goods and Services: Primary Remedies
17.2.1. Where the Goods supplied or Services provided are not in conformity with the contract, including where they are defective, not as described, or not fit for purpose, the Company shall, in the first instance and in accordance with applicable consumer protection legislation, offer to:
17.2.1.1. Repair the Goods or re-perform the Services; or
17.2.1.2. replace the Goods with the same model or equivalent goods of equal or greater specification and value.
17.2.2. The choice between repair or replacement shall be determined by the Company, acting reasonably and proportionately, having regard to the nature of the defect and the cost of the remedy.
17.3. Secondary Remedies and Refunds
17.3.1. Where repair or replacement is impossible, unsuccessful, or not carried out within a reasonable time, the Customer shall be entitled to a secondary remedy in accordance with applicable consumer protection legislation, including a price reduction or a full refund.
17.3.2. Any refund provided under this clause shall be made without undue delay and, where required by law, within 14 days of the Company agreeing that the Customer is entitled to a refund, and shall be issued using the same method of payment originally used by the Customer unless the Customer expressly agrees otherwise.
17.4. Manufacturer Warranty
17.4.1. Where a defect arises in the Goods that is covered by a manufacturer's warranty, the Company may facilitate a claim under such warranty and may, at its discretion and subject to the terms of the warranty:
17.4.1.1. provide a replacement of the same model or equivalent goods; or
17.4.1.2. provide an upgraded model of equal or greater specification and value where the original model is no longer available.
17.4.2. Any replacement or upgrade provided under this clause shall not affect the Customer's statutory rights.
17.5. Exclusions
17.5.1. The remedies set out in this clause shall not apply where any defect or issue arises as a result of:
17.5.1.1. misuse, neglect, or improper use of the Goods;
17.5.1.2. accidental or intentional damage;
17.5.1.3. unauthorised modification or repair;
17.5.1.4. failure to follow operating or maintenance instructions; or
17.5.1.5. normal wear and tear or consumable components.
17.6. Statutory Rights
17.6.1. Nothing in these Terms and Conditions shall limit or exclude the Customer's statutory rights under applicable consumer protection legislation, including but not limited to:
17.6.1.1. the Consumer Rights Act 2022 (Ireland); and
17.6.1.2. the Consumer Rights Act 2015 (United Kingdom).
17.6.1.3. In the event of any conflict between these Terms and Conditions and the Customer's statutory rights, the statutory rights shall prevail.
18. Delivery
Goods are delivered within 30 days from the day you place an order to purchase the Goods or in cases where installation is required.
18.1. Deliveries will be made by the Carrier or one of our authorised technicians to the address stipulated in your order. You must ensure that someone is present to accept the delivery.
18.2. Goods will be delivered within the time agreed with you at the point of order, or where no specific delivery time is agreed, within 30 days of the date on which you place your order.
18.3. We may deliver the Goods in instalments if they are not all available at the same time for delivery.
18.4. The Goods remain at our risk until they are delivered into your physical possession, or into the possession of a person nominated by you at the delivery address.
18.5. All Goods must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted the Goods may be retained by the driver. You are encouraged to inspect the Goods within a reasonable time after delivery. However, failure to identify damage or defects at the time of delivery, or signing for delivery without inspection, does not affect your statutory rights.
18.6. Signing "Unchecked", "Not Checked" or similar is not acceptable.
18.7. Goods are sent through a partner courier available. We will send you a message by email to tell you when we have dispatched your order.
18.8. If we agree with you to deliver the Goods on a particular date or within a particular time window, we will use reasonable endeavours to meet that date or time. Any delivery dates or times provided are estimates only and shall not be of the essence of the contract.
18.9. Certain Goods, due to their size, weight, or handling requirements, may require longer delivery times. Where this applies, we will inform you of the estimated delivery timeframe at the time you place your order.
18.10. You may collect Goods from our shop or warehouse by prior appointment, provided full payment has been received.
18.10.1. Risk in the Goods passes to you once the Goods are collected by you or your nominated carrier, except where we provide installation services, in which case risk passes on completion of installation.
19. Installation
19.1. All our systems and products include an installation manual and we are available to answer any questions about this through our telephone numbers and email addresses indicated on the contact page of Our Website.
19.2. An additional copy of our installation manual can be located on our website.
19.3. In cases where the installation is carried out by the consumer by the customer or a third party not authorised by us, the company shall not be responsible for defects, leaks or damages to the extent that such issues arise from incorrect or improper installation.
19.4. Our water filtration systems are normally installed only by our authorised technicians. Exceptions may be granted for customers with proven technical knowledge (e.g., plumbers or similarly qualified individuals) or for locations where Renewell Water does not provide installation. Such exceptions must be requested and approved via the contact page on our website prior to installation.
19.5. In cases where the products are installed by our authorised technicians:
19.5.1. Installation will occur on the in advance agreed date between the Company and the Customer according to the customer's and the technician's availability.
19.5.2. Where delivery and/or installation cannot proceed on the agreed date or time due to circumstances attributable to the Customer, the Customer shall provide at least 24 hours' notice. Failing such notice, the Company reserves the right to charge a reasonable cancellation or rescheduling fee, reflecting actual costs incurred, up to a maximum of EUR 90.
19.5.3. Any material delays and their causes shall be communicated to the customer as soon as reasonably practicable.
19.5.4. The Customer shall ensure that an authorised person aged 18 years or over is present at the delivery address on the installation date and that the installation site is reasonably prepared at the Customer's own cost.
19.5.5. Acceptance of installation by the authorised person confirms the System's condition is operational without prejudice to the Customer's statutory rights.
19.5.6. The Company shall not be liable for losses arising from delivery or installation delays except where such losses arise directly from the Company's failure to exercise reasonable care and skill, and where liability is not otherwise excluded by law.
19.5.7. Where the Customer fails to accept delivery or installation on the agreed date for reasons attributable to the Customer, the Customer shall be liable for reasonable losses or charges incurred by the Company as a result.
19.6. Following installation, the Company shall send a post-installation confirmation form to the Customer's email address. The Customer is requested to submit the form within 14 days of receipt. The form is intended to confirm satisfaction with the installation and delivery of the contracted services and products.
19.7. The Company is not responsible for pipes, fittings, appliances, or household equipment that are not directly related to the installation of the System. The Customer shall ensure that such items are appropriately turned off or disconnected during installation.
19.8. Moving Home: Reinstallation at a new address is available for an additional installation fee. The Customer is responsible for disconnecting and transporting the System to the new address, ensuring adherence to the terms of this Agreement. The Company is not responsible for any damage during disconnection and transit, and the Customer agrees to pay a new installation fee.
20. Annual Services or Maintenance
20.1. All water filtration systems supplied by the Company require periodic maintenance, including an annual service, which is detailed in the manual for each model and indicated in our communication materials on Our Website or in print.
20.2. Instructions relating to system servicing and cartridge replacement shall be provided by email and made available in the relevant product manuals.
20.3. The cartridges required for replacement in the annual service will be available for purchase on Our Website or by phone and email.
20.4. Unless expressly stated on the relevant product page, shipping costs for replacement cartridges are not included in the purchase price and will be charged separately.
20.5. The purchase of replacement cartridges is subject to the same terms and conditions that apply to products sold on the Company's website.
20.6. The Company will use reasonable efforts to ensure that replacement cartridges are delivered within a maximum of two (2) weeks from the date on which the Customer is notified by email that the order has been dispatched, subject to the Customer's location and circumstances beyond the Company's reasonable control. The Customer is requested to notify the Company within a reasonable period if replacement cartridges have not been received within two (2) weeks of dispatch notification, to enable the Company to investigate and resolve the issue.
20.7. If the System indicates that service is required before the recommended 12 month period, this may mean that your water mains have particle levels well above the permitted level and your water needs to be tested. Water quality may impact the frequency of cartridge changes. The Customer must notify the Company to provide the necessary instructions to keep the system running.
21. Claims
21.1. The Company shall not be liable in respect of any claim by the Customer under this Agreement except where the conditions below are satisfied, insofar as such conditions are permitted by law and without prejudice to the Customer's statutory rights.
21.1.1. The Customer shall notify the Company in writing of any claim within a reasonable time after becoming aware, or when they ought reasonably to have become aware, of the issue, and in any event within any applicable warranty period.
21.1.2. Where the purchase includes installation by the Company, the Customer is requested to submit the post-installation form within fourteen (14) days of installation. Failure to submit the form shall not of itself invalidate a claim, but may be taken into account when assessing the timing and nature of any alleged defect.
21.1.3. And the Customer has afforded the Company all reasonable opportunities, time and facilities for the investigation of any claim and the making good of any discrepancy or defect and complied with any request by the Company for photographic or other evidence of or reports relating to the alleged defect.
21.1.4. Where Goods are returned for inspection, the cost of transportation shall be borne by the Customer unless the claim is accepted, in which case such costs shall be reimbursed or credited by the Company.
21.1.5. And the Customer has paid the full amount of all invoices due prior to the date of the claim.
21.1.6. Any Goods in respect of which no claim is notified in accordance with this clause shall not be deemed to have been accepted in a manner that limits statutory rights, but may be treated as accepted for contractual purposes only.
21.1.7. The Company reserves the right to recover reasonable administrative or handling costs incurred in relation to any claim that is found to be unfounded or not accepted, provided such costs are proportionate and transparently communicated.
21.1.8. The Company shall not be liable for claims relating to plumbing, appliances, or household systems that are not part of, or directly connected to, the System supplied and installed by the Company.
21.2. The Company shall only be responsible for defects or issues that are proven, on the balance of probabilities, to arise directly from:
21.2.1. defective installation carried out by the Company;
21.2.2. defects in the System supplied; or
21.2.3. faulty materials provided by the Company.
21.3. The Company shall not be responsible for defects or performance issues arising from the Customer's failure to service the System in accordance with the recommended service intervals (normally every twelve (12) months), unless the defect would have arisen irrespective of such failure.
22. Foreign taxes and duties
22.1. Where Goods are supplied for delivery outside the European Union, the Company does not provide advice on, and shall not be responsible for compliance with, the customs, import, tax, or regulatory requirements applicable in the destination country.
22.2. The Customer is responsible for ensuring that the Goods may be lawfully imported into the destination country and for the payment of any import duties, customs charges, taxes, or similar governmental levies imposed by authorities in that country.
22.3. The Company shall not be liable for delays, additional costs, or losses arising from customs clearance procedures or the application of foreign taxes or duties, provided that the Company has complied with its disclosure and delivery obligations under Irish law.
23. Goods returned
These provisions apply where the Customer returns Goods to the Company for any reason other than a valid cancellation exercised in accordance with the Customer's statutory cancellation rights or the cancellation provisions set out in Section 8 of these Terms and Conditions.
23.1. The Company does not accept returns of Goods except where the Goods are defective, do not conform with the contract, or where the Company has otherwise agreed in writing to accept a return.
23.2. Before returning any Goods, the Customer is requested to review the instructions and confirm that the Goods have been assembled, installed, and used correctly and in accordance with the manufacturer's instructions, including any requirements relating to power supply, plugs, or sockets.
23.3. The Customer shall notify the Company of any defect within a reasonable time after discovering, or when they ought reasonably to have discovered, the issue.
23.4. So far as is possible, Goods should be returned:
23.4.1. with both Goods and all packaging as far as possible in their original condition;
23.4.2. securely wrapped;
23.4.3. including our delivery slip;
23.4.4. Unless otherwise required by law, Goods are returned at the Customer's risk and cost until receipt by the Company, subject to reimbursement where the return relates to a valid claim.
23.5. The procedure for return of Goods will be informed by email after your request. If you do not follow this procedure, we may be unable to identify you as the sender of the Goods.
23.6. In returning faulty Goods please enclose with it a note clearly stating the fault and when it arises or arose.
23.7. The Goods may be covered by a manufacturer's guarantee for a period of twelve (12) months. Any such guarantee is in addition to, and does not affect, the Customer's statutory rights under applicable EU or Irish consumer law.
23.8. Where delivery was made to an address in Ireland, the Customer's statutory rights under Irish consumer protection legislation, including the Consumer Rights Act 2022 and, where applicable, the Sale of Goods and Supply of Services Act 1980, apply.
23.9. Where the Company agrees, or it is determined, that the Goods are defective or do not conform with the contract, the Company shall, in accordance with Irish law and at its discretion where permitted:
23.9.1. refund the cost of return carriage;
23.9.2. repair or replace the Goods, or provide another appropriate remedy as required by law.
24. European Union (Waste Electrical and Electronic Equipment) Regulations 2014
24.1. The European Union (Waste Electrical and Electronic Equipment) Regulations 2014 ("WEEE Regulations") require distributors of electrical and electronic equipment, including online retailers, to provide for the take-back of waste electrical and electronic equipment ("WEEE") from private household users, free of charge, on a one-for-one, like-for-like basis.
24.2. Accordingly, where the Customer purchases a new electrical or electronic product from the Company for similar use, the Company will accept the return of the Customer's equivalent waste electrical or electronic equipment on a one-for-one basis.
24.3. If the Customer wishes to avail of this take-back service, the waste item must be returned within fifteen (15) days of the purchase of the replacement product.
24.4. Further information on available return methods and designated collection arrangements will be provided by the Company upon request.
25. Disclaimers
25.1. The law applicable to this Agreement may vary depending on jurisdiction. This clause shall apply only to the extent permitted by applicable law.
25.2. Nothing in this Agreement excludes or limits any conditions, warranties, rights, or remedies implied by Irish law which cannot lawfully be excluded or restricted, including those provided under the Consumer Rights Act 2022.
25.3. Subject to the foregoing, any conditions, warranties, or terms implied by law are excluded to the fullest extent permitted by law. Where any such term cannot be excluded, this clause shall be interpreted so as to limit its application only to the minimum extent permitted.
25.4. The Company does not make any representations or warranties beyond those expressly set out in this Agreement or required by law, including in relation to:
25.4.1. the quality of the Goods;
25.4.2. any implied warranty or condition as to merchantability or fitness of the Goods for a particular purpose;
25.4.3. the correspondence of the Goods with any description;
25.4.4. the adequacy or appropriateness of the Goods for your purpose.
25.5. The Company does not provide professional, technical, or specialist advice through its website or other general information materials. Any information made available is provided for general information purposes only and should not be relied upon as advice.
25.6. We shall not be liable to you for any loss or expense arising out of or in connection with your use of Our Website, except where such loss arises from the Company's failure to exercise reasonable care and skill, or where liability cannot be excluded by law.
25.7. The Company shall not be liable for indirect or consequential loss, including loss of profits, business, goodwill, or turnover, whether arising in contract, tort (including negligence), or otherwise, even where such loss was reasonably foreseeable except where such exclusion is prohibited by law.
25.8. Nothing in this Agreement limits or excludes the Company's liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be excluded or restricted under Irish law.
25.9. The Company makes no representation or warranty, and accepts no legal responsibility, in relation to:
25.9.1. accuracy of any Content or the impression or effect it gives;
25.9.2. delays or failures in the transmission or delivery of website content or communications;
25.9.3. privacy of any transmission;
25.9.4. any act or omission of any person or the identity of any person who introduces himself to you through Our Website;
25.9.5. any aspect or characteristic of any goods or services advertised on Our Website.
25.10. The Company will use reasonable efforts to maintain access to its website. However, access may be suspended temporarily for maintenance, repairs, or operational reasons, and such suspension may occur without prior notice where reasonably necessary.
25.11. Subject to mandatory statutory rights, the Company's liability to the Customer in relation to the Goods supplied shall be limited to the total amount paid by the Customer for the relevant Goods in the twelve (12) months preceding the event giving rise to the claim, and applies to all claims for loss, damage, or defects directly relating to the Goods.
25.12. Liability for damage caused to the Customer's property by the Goods is assessed separately and may exceed the above limit, subject to the extent permitted by law.
25.13. This clause does not exclude or limit any rights the Customer may have under applicable EU or Irish consumer protection legislation.
25.14. This paragraph (and any other paragraph which excludes or restricts our liability or provides an indemnity to us) applies to our directors, officers, employees, subcontractors, agents and affiliated companies, as well as to us to the extent permitted by law.
25.15. If you become aware of any breach of any term of this agreement by any person, please tell us by contacting us through channels available on Our Website. We welcome your input but do not guarantee to agree with your judgement.
25.16. Nothing in this Agreement excludes or limits liability for fraud or fraudulent misrepresentation.
26. Your account with us
26.1. You agree to provide information about yourself that is accurate, current, and complete at the time it is provided, and to keep such information reasonably up to date where this is necessary for the Company to supply the Goods or provide account-related services.
26.2. The Company will process any personal data provided by you in accordance with applicable data protection law, including the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
26.3. Where you create or use an account on the Company's website, you are responsible for taking reasonable steps to maintain the confidentiality of your account login details, including your password, and for preventing unauthorised access to your account.
26.4. You agree to notify the Company without undue delay if you become aware of, or reasonably suspect, any unauthorised use of your account or a breach of security relating to your account. You should also take reasonable steps to secure your account, including changing your password where appropriate.
26.5. The Company reserves the right to suspend or restrict access to an account where it reasonably believes that such action is necessary to protect the security of the account, the website, or other users, or to comply with legal obligations.
27. Restrictions on what you may Post to Our Website
You agree that you will not use, and will not permit any third party to use, the Company's website to post, upload, transmit, or otherwise make available any content that:
27.1. is unlawful, defamatory, malicious, or knowingly false;
27.2. infringes or violates the intellectual property rights, privacy rights, or other legal rights of any third party;
27.3. is obscene, grossly offensive, threatening, abusive, or promotes violence or hatred;
27.4. is sexually explicit or pornographic;
27.5. is likely to deceive any person or be used to impersonate any person, or to misrepresent your identity, age or affiliation with any person;
27.6. falsely suggests that the Content originates from the Company, or that the Company endorses you, your Content, or your business;
27.7. solicits passwords, personal data, or other sensitive information from any person without lawful basis;
27.8. is used for unsolicited advertising, marketing, or other commercial communications without the Company's prior written consent;
27.9. includes anything other than words (i.e. you will not include any symbols or photographs) except for a photograph of yourself in your profile in such place as we designate;
27.10. links to, promotes, or facilitates access to any Content that falls within the categories listed above;
27.11. consists of communications that are inappropriate for, or targeted at, persons under the age of 18 where such Content is not suitable for minors;
27.12. contains malicious code, viruses, or any material designed to disrupt, damage, or interfere with the operation of the website or other users' systems.
28. Your Posting: restricted content
Subject to applicable law, the Company reserves the right to review, moderate, edit, restrict access to, or remove any posting ("Posting") that does not comply with these Terms.
Any exercise of moderation by the Company shall be carried out in a proportionate manner and, where required by law, the Company will provide notice to the user and an opportunity to challenge or appeal moderation decisions.
In addition to the restrictions set out elsewhere in these terms, a Posting must not:
28.1. include hyperlinks, except where such links are expressly permitted by the Company or form part of a designated feature of the website;
28.2. include excessive, repetitive, or irrelevant keywords or phrases intended to manipulate search results, mislead users, or disrupt the normal use of the website;
28.3. use the name, logo, or trademark of any third party in a manner that infringes that party's intellectual property rights or is likely to mislead users as to affiliation or endorsement;
28.4. contain inaccurate, false, or misleading information.
29. How we handle your Content
29.1. The Company processes personal data in accordance with its Privacy Policy, which complies with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. The Privacy Policy is available on our website.
29.2. Where you post content ("Content") to any area of the Company's website that is publicly accessible, such Content may be viewed by other users or members of the public, and the Company cannot control how third parties may use or further disseminate that Content.
29.3. Where Content is posted to areas accessible only by registered users, such Content will still be accessible to those users. You should therefore avoid posting confidential or sensitive information unless it is necessary and appropriate to do so.
29.4. By posting Content to the Company's website, you grant the Company a non-exclusive, royalty-free, worldwide licence to use, reproduce, publish, display, and make available such Content for the purposes of operating, promoting, and improving the website and its services.
29.5. This licence does not permit the Company to publish Content that is unlawful, defamatory, or otherwise in breach of applicable law, and nothing in this clause limits your statutory rights.
29.6. Posting Content does not transfer ownership of any intellectual property rights in that Content to the Company. You retain ownership of your Content, subject to the licence granted above.
29.7. The Company does not undertake to monitor or enforce your intellectual property rights in relation to Content you post.
29.8. You are responsible for assessing whether Content you choose to post is appropriate to share and whether it contains confidential information relating to you or others.
29.9. If you become aware of any unauthorised access to your account, misuse of your Content, or security-related issue affecting your account, you should notify the Company without undue delay using the contact details provided on the website.
30. Removal of offensive Content
30.1. For the avoidance of doubt, this clause applies to any person who accesses or uses the Website for any purpose.
30.2. We are under no obligation to monitor, review, or record Content posted on the Website or the activities of any user, and we assume no responsibility to monitor or police internet-related activities. However, we reserve the right, but not the obligation, to monitor, review, remove, or restrict access to any Content at our sole discretion, at any time and without prior notice or explanation.
30.3. If you consider any Content to be offensive, unlawful, or otherwise objectionable, the following procedure shall apply:
30.3.1. Any complaint must be submitted using the complaint form made available on the Website, or must contain substantially the same information as required by that form. Complaints must be submitted by email or by post to the contact details specified on the Website.
30.3.2. Upon receipt of a valid complaint, we shall assess the complaint and, where appropriate, remove or disable access to the relevant Content within a reasonable period of time.
30.3.3. The extent and manner of any investigation shall be determined solely by us, acting reasonably.
30.4. Following our investigation, we may, at our discretion, permanently remove the Content, reinstate it, or take no further action.
30.5. By submitting a complaint, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and publish the complaint and any related correspondence solely for the purposes of handling, responding to, and documenting the complaint, subject to GDPR and the Data Protection Act.
30.6. You agree that where a complaint is determined, acting reasonably, to be frivolous, vexatious, or made in bad faith, you shall be liable to reimburse us for the reasonable costs incurred in investigating the complaint, including reasonable legal fees (if any), to the extent permitted by law.
31. Security of Our Website
Any unauthorised access to, interference with, or misuse of the Website may constitute a criminal offence and/or a civil wrong. Where such conduct occurs, we reserve the right to take appropriate legal action against you, including seeking injunctive relief and/or damages, in accordance with applicable law.
You agree that you shall not, and shall not permit any third party to, directly or indirectly:
31.1. modify, copy, interfere with, damage, disrupt, or cause any unintended effect to any part of the Website or any software, code, or systems used in connection with it;
31.2. create links to the Website in any manner that alters, obscures, or misrepresents the appearance, presentation, or content of the Website, including framing or deep-linking, such that it differs from the appearance experienced by a user accessing the Website by entering the URL into a standard web browser;
31.3. download, extract, scrape, or reproduce any part of the Website or its Content without our prior express written consent, except where expressly permitted by law or by this agreement;
31.4. collect, extract, or reuse any product listings, descriptions, pricing information, or other data displayed on the Website for commercial purposes;
31.5. collect or use any information obtained from or about Our Website or the Content other than as expressly permitted by this agreement;
31.6. aggregate, copy, duplicate, mirror, or republish any Content or information made available on the Website, except as expressly permitted by this agreement or as reasonably necessary for lawful personal use of the Website;
31.7. share, transfer, sell, or otherwise disclose any login credentials or access details relating to the Website to any third party.
31.8. Notwithstanding the above restrictions, we grant you a limited, revocable, non-exclusive licence to:
31.8.1. Create a hyperlink to the Website for the purpose of promoting a legitimate interest common to both parties, without the need for specific prior permission.
31.8.2. This licence is conditional upon your compliance with this agreement and upon you not portraying us, the Website, or any of our products or services in a false, misleading, defamatory, derogatory, or otherwise offensive manner.
31.8.3. You may not use any logo or trade marks, or other proprietary graphic or trademark of ours as part of the link without our express written consent.
31.8.4. You may copy and store the text of individual pages of the Website solely for your personal, non-commercial use and only to the extent reasonably necessary in connection with the intended purpose of the Website.
32. Indemnity
You agree to indemnify and hold us harmless against any losses, liabilities, damages, costs, and expenses (including reasonable legal and professional fees) to the extent arising directly from:
32.1. your material failure to comply with applicable laws or regulations in any jurisdiction in connection with your performance of this agreement;
32.2. your material breach of this agreement;
32.3. any act or omission of your employees, agents, contractors, licensees, or customers, to the extent that you are legally responsible for such acts or omissions;
32.4. any third-party contractual claim arising directly from your use, resale, or supply of the Goods otherwise than in accordance with this agreement or our written instructions;
32.5. any claim that your use of the Goods, or any materials, data, or content supplied by you, infringes the intellectual property rights of any third party.
33. Intellectual Property
33.1. All intellectual property rights in and to the Goods and the Website, including all Content, are owned by us or our licensors and are protected by Irish, EU, and international intellectual property laws. This includes, without limitation, copyright, database rights, trade marks, and design rights in all text, graphics, logos, icons, images, audio clips, digital downloads, data, and software made available on or in connection with the Website or the Goods.
33.2. We reserve and shall enforce all such intellectual property rights. Nothing in this agreement shall be construed as granting you any right, title, or interest in or to the Content, Goods, or Website except as expressly set out in this agreement.
33.3. Except as expressly permitted by this agreement or by applicable law, you shall not copy, modify, adapt, publish, transmit, distribute, sell, license, perform, display, create derivative works from, or otherwise exploit any part of the Content or the Website, whether in whole or in part.
33.4. You shall not use our name, logos, trade marks, or other branding, nor any confusingly similar marks, on any website, platform, or materials of yours or of any third party without our prior express written consent.
33.5. Subject to your compliance with this agreement, we grant you a limited, non-exclusive, non-transferable, and revocable licence to download and copy individual items of Content solely for your personal, non-commercial use and only to the extent reasonably necessary for your lawful use of the Website or the Goods.
33.6. You must retain all copyright, trade mark, and other proprietary notices contained in any Content so downloaded or copied.
33.7. You shall not store, reproduce, or distribute electronically any substantial part of the Content, nor create or maintain any database incorporating Content from the Website, except as expressly permitted by applicable law.
34. Dispute resolution
In this clause, "ADR Provider" means an entity approved under the European Union (Alternative Dispute Resolution for Consumer Disputes) Regulations 2015 (S.I. No. 343/2015).
The following terms apply in the event of a dispute between the parties:
34.1. If you are dissatisfied with our services or wish to make a complaint, you should notify us in writing by email using the contact details published on our website.
34.2. We will use reasonable endeavours to resolve any complaint or dispute directly with you within a reasonable period.
34.3. Where a dispute cannot be resolved through direct engagement, the parties may, by mutual agreement, seek to resolve the dispute through mediation or another form of alternative dispute resolution.
34.4. We hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
34.5. We are willing to engage with an ADR Provider and may propose an appropriate ADR Provider, or consider a provider proposed by you, provided that the ADR Provider is approved under the 2015 Regulations.
34.6. You are not obliged to use alternative dispute resolution and you retain the right to pursue your claim through the courts at any time.
34.7. Further information on consumer alternative dispute resolution, including the EU Online Dispute Resolution platform, is available from the European Commission.
35. Force Majeure
35.1. Neither party shall be liable for any failure or delay in the performance of its obligations under this agreement (other than payment obligations) where such failure or delay arises from a Force Majeure Event.
35.2. For the purposes of this agreement, a Force Majeure Event means any event or circumstance beyond the reasonable control of the affected party, which could not reasonably have been anticipated or avoided, including but not limited to: acts of God; flood, drought, earthquake or other natural disaster; epidemic or pandemic; war, armed conflict, terrorism or civil commotion; nuclear, chemical or biological contamination; any law or action taken by a government or public authority; collapse of utilities or transport networks; fire, explosion or accident; or industrial disputes (including strikes, lockouts or other labour disputes) whether involving the affected party's workforce or any third party.
35.3. The affected party shall notify the other party as soon as reasonably practicable of the Force Majeure Event and shall use all reasonable endeavours to mitigate the effect of the Force Majeure Event on the performance of its obligations.
35.4. Where a Force Majeure Event prevents or delays performance for a continuous period of more than 30 days, either party may terminate this agreement by written notice to the other party, without liability, save for any rights or obligations accrued prior to termination.
35.5. Nothing in this clause shall exclude or limit any liability which cannot be excluded or limited under applicable law.
36. Miscellaneous matters
36.1. When we communicate with you we do so by email, whatsapp messages or phone calls.
36.2. You agree that communications sent by email may constitute written communications for contractual purposes, provided that nothing in this clause limits any requirement under applicable law for a document to be executed in a particular form.
36.3. Where we provide goods or services to you without charge, such goods or services are provided on a gratuitous basis and are not linked to, or consideration for, any goods or services supplied for payment. Nothing in this clause excludes or limits any liability which cannot be excluded or limited under applicable law.
36.4. If any provision of this agreement is held by a court or competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable, and the remaining provisions shall continue in full force and effect.
36.5. The rights and obligations of the parties set out in this agreement shall pass to any permitted successor in title.
36.6. No failure or delay by any party to exercise any right, power or remedy will operate as a waiver of it nor indicate any intention to reduce that or any other right in the future.
36.7. Any notice or other communication required or permitted to be given under this agreement shall be delivered by hand, sent by pre-paid post, or sent by email to the relevant contact details notified by the receiving party. A notice shall be deemed to have been delivered: if delivered by hand: on the day of delivery; if sent by post to the correct address: within 72 hours of posting; if sent by email, at the time of transmission, provided no error message or delivery failure notification is received by the sender.
36.8. Except as expressly provided by law, this agreement does not confer any rights on any third party.
36.9. In the event of any conflict between any term of this agreement and the provisions of the constitution of a limited company or any comparable document intended to regulate any other corporate or collective body, then the terms of this agreement shall prevail.
36.10. This agreement shall be governed by the laws of Ireland. Nothing in this clause deprives you of the protection afforded to you by mandatory provisions of the law of your country of habitual residence, where applicable.
36.11. Subject to applicable law, the courts of Ireland shall have jurisdiction to hear and determine any dispute arising out of or in connection with this agreement.