Welcome to Aqva.co.uk, an online shopping products & service provided by AQVA Ltd. In using the Aqva.co.uk service, you are deemed to have accepted the terms and conditions listed below. AQVA reserves all the rights, at any time, to alter, update, modify, these terms of use. You are advised to read the terms & conditions carefully. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance.

If you have supplied us with your valid email address, we will notify you by email as soon as possible to confirm receipt of your order and email you again to confirm details; therefore, process the order. Your order for purchase shall be subject to the terms and conditions as listed below. Aqva.co.uk reserves the right to accept or reject your offer. Our acceptance of your order will take place upon dispatch of the product(s) ordered.

We will protect Your Information in accordance with our Privacy Policy. If you use the Site, you are responsible for maintaining the confidentiality of Your Account and Password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under Your Account or Password. Aqva.co.uk shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or account. If you know or suspect that someone else knows your password you should notify us by contacting us immediately through the address provided below. If Aqva.co.uk has reason to believe that there is likely to be a breach of security or misuse of the Aqva.co.uk Site, we may require you to change your password or we may suspend your account without any liability to Aqva.co.uk

• Provide true, accurate, current and complete information about yourself as prompted by Aqva.co.uk (such information being the "Registration Data")

• Maintain and promptly update the Registration Data to keep it true, accurate, current and complete. If you provide any information that is inaccurate, untrue, incomplete, or not current or if Aqva.co.uk has reasonable grounds to suspect that such information is untrue, inaccurate, and not current or not in accordance with the User Agreement, Aqva.co.uk has the right to indefinitely suspend or terminate your membership and refuse to provide you with access to the Site.

• All orders placed on our website will be acknowledged by e-mail (electronically). All telephone orders will be acknowledged verbally at the time of order. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance. Orders may be declined by us, all or part of your order for any reason. We will inform you in-person or by telephone or e-mail, in such cases. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that.

Your name, address and other personal information will be validated by us i.e. AQVA, based on the details provided by you, during the process against third party databases.

We may use certain information about you or ask you for further information (utility bills, passport, driving licence, or any information that we may deem fit) when deciding whether or not to accept your order. All orders are accepted when your credit / charge / debit card, Paypal is processed. Any email or other acknowledgment of your order is merely to report that your request has been received and will be looked at, and does not in any way denote acceptance of your order regardless of any wording on the email. This helps to protect you and us against fraudulent transactions.

We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method. Please note that products, prices and offers in our stores may differ from those featured on our website.

The total cost of your order will be the price of the products, any additional services you choose (e.g. installation), plus any applicable delivery charge.

The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT and delivery charges which will be payable as indicated at the time the order is placed.

From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website. These prices will not be available in-store or over the telephone. Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative.

Please Note: Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures, so that, where a product's correct price is less than our stated price, we will charge the lower amount at the time of dispatching the product to you. If a product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.

We are under no obligation to provide the product/s to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable, and could have reasonably been recognised by you as a mispricing.

There are no reservation quotas for the supply of products on preference basis. The products shall be allotted on first paid basis. In other words, products will be first allotted for the orders placed and against which payments have been received by us.

Delivery Terms
The products ordered will be delivered as close as possible to your front door within ...... business days (Monday to Friday) of your payment having been cleared. Delivery will be made by single driver.

If your ordered product does not reach you for some reasons viz. access being on a private road, up a flight of stairs (such as flats), or any other obstruction (inc. Narrow streets, controlled parking zones, road markings ), delivery will be made as near to your property as possible.

There’s no insurance for the drivers, off the public highway or even to take/carry the goods or product ordered by you inside your property/ location premise. Therefore, it is strongly recommended that at least two able bodied persons are available to get the goods inside the property, if the products/ goods ordered are of a heavy or bulky nature.

A delivery charge is made for the delivery of goods. We make a solemn attempt to maintain the delivery charge as low as possible.

Please Note: Delivery dates are approximate No liability whatsoever is accepted in respect of late deliveries. Please do not commence any installation work, book plumbers or tradesperson, until the goods have been received and thoroughly checked for damages or discrepancies. You will receive an automated email containing your shipment tracking number on the day of shipment

Please Note: Goods/products are subject to availability; Delay in delivery of goods/products is beyond our control, for delivery of goods is dependent on courier/logistics, thus time schedule can be affected whilst being in transit. As such, delivery schedules cannot be guaranteed and any dates of delivery of the goods/products we specify are approximate only. If we or our suppliers temporarily run out of stock of the products/goods, we will notify you of the position, and we would need up to 30 days for despatch of the goods, unless there are any exceptions to the circumstances.

Although our intention is to give information that is accurate and up-to-date., yet occasionally, we make or discover an error in the price or description of a product; we cannot guarantee the reliability or accuracy of the information communicated. If such an error on a product is discovered by us, ordered by you, we will inform you as soon as possible and ask whether you wish to continue with your order or cancel it.

All product specifications, images, descriptions and other information communicated by us, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources.

• By Credit Card

• By Cash and Cheque – We reserve the right, at our sole discretion, to give priority to deals, and also cancel orders for which payments have not been made by the subscriber or delayed payment, and has not been received by us within ...... hours from the time of order/s placed.

If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 14 calendar days from the day of delivery or collection for credit or refund provided that you return the goods as sold in condition you received them with all components and accessories. Goods must be complete, unused. Should we find that the returned goods have been diminished in value, the refund /credit will be reflected accordingly. You have a legal duty to return any unwanted items within 14 calendar days of you notifying us of your intention to the return items under the distance selling cancellation rights. You should use the following form to advice us of your intention to cancel. You can download this form or use your account to advice us to cancel before the goods have been despatched. You have a legal obligation to take care of products whilst they are in your possessions. If you fail to comply with this obligation, we may refuse the return of the product or credit for the item.

You must notify us of your intention to return the goods by writing to our National Customer Support Centre or emailing the support team at support@aqva.co.uk within 14 calendar days from the day after delivery or collection. We advise you to put your order number in all correspondence to avoid delay.

The following procedure applies:

• If you would like us to collect the goods, we will be happy to do so provided we are operating this service in your local area; we will charge you our normal collection rates for providing this service. Please contact our Customer Support Centre to arrange collection. Where goods have been despatched by our Warehouse and you choose to refuse the delivery from the courier company, there will be a charge for getting the goods back to us which may be higher than the price quoted on the original order. We advise you to give us a call before refusing the delivery to determine the return cost. You have a choice to either accept the delivery or arrange the return of the items or refuse the delivery

• In all other situations, the National Customer Support Centre will advise you as to the best course of action in arranging the return. The National Customer Support Centre may issue a Returns Authorisation Number, which should be quoted on any paperwork when returning goods or as a minimum, your name and your address will need to be provided in order to locate the position that you have placed an order with us. The Returns Authorisation Number is valid for up to 14 days only. You must organise the return at your expense and risk; goods must be received at our Returns Division within 14 days. Goods sent back without sufficient proof that they were purchased from us will be returned back to you and the cost of delivery charged to your account.

We are committed to ensuring your satisfaction with any product you have ordered from us. If do not wish to receive any product/s or if you feel you do not require it, you may cancel any time until the 14 day from the day you received the goods/products. This is called as ‘cooling-off period’.

Please Note: To cancel your order, you will have to notify us in writing (to the address shown in the contact us section) or by email support@aqva.co.uk and we will issue you a ‘returns number’.

Also, you will be responsible for returning the goods to us in a good condition and at your own cost. It will be your responsibility to make sure that, by law; the goods are received by us in an unused and good condition.

Palletized delivery (Large and Fragile Products)
For palletised delivery of large or fragile items that arrive by courier who may normally arrange a delivery with you, you’re advised to thoroughly check the products/goods for damage at the time of delivery, and notify us via telephone and email (support@aqva.co.uk).

Note: Please write ‘damaged’ on the delivery note, if the packaging appears severely mutilated or damaged. The courier drivers will wait whilst you carry out the checks for product damage. Notices will be placed on the palletized delivery for you to carry out such checks and it is highly recommended that you check all glass and fragile products thoroughly in the presence of the delivery driver. Also, it must be mentioned on the delivery note, if the products have been found damaged in transit. Hence, it is advised to have another able bodied person along with you to help you check the goods, in case of large number of products ordered.

Note:The courier company will wait for you to perform this check, in the event that the courier company does not allow you to perform this check, please reject the delivery of the goods.

In case if you assign or appoint someone else to receive and sign for the goods/products on your behalf, then it will be understood that you agree to advise the person to check the products/goods and accept full responsibility for any damage or losses, if they sign on your behalf.

No claims for damages or shortages will be considered by AQVA after a reasonable period of time. Any loss or damage to the goods shall be at your own risk, from the time of receipt of delivery of the goods. Replacement will be dispatched once manufactured, in case of a bespoke product or item that may have arrived in a damaged condition.

In case of small items that arrive by courier, you’re advised to thoroughly check the products/goods for damage, and notify us via email to www.support@aqva.co.uk, within a reasonable period of 48 hours.

Although adequate care is taken to ensure that stocks of products are available, yet there may be occasions where broken, damaged, wrong stock from supplier or an over-the-counter purchase from one of our customers prevents us from fulfilling an order. In this event, you will be given the opportunity to wait for stock to arrive or cancel your order. Any monies paid will be refunded in full if you choose to cancel.

We will refund the money the way the payment was made. If the payment was by Credit Card, we will refund the Credit Card. If the payment mode was Cheque or DD, we will send you a cheque (not a DD). Cheques will be sent only to the billing address of the customer.

The refund process will be initiated once we have received the product(s). Typically, refunds are processed in less than 10 working days but in case of payments by Cheque or DD, it may take a few extra days for the cheque to be delivered to your billing address, and for the funds to be credited to your account, once you deposit the cheque. In any case we will endeavour to refund you within 30 days of receiving the item for refund or cancellation.

Please note that we shall not be responsible for any delays in credit to the Cardholder's credit card account as that is managed by the Cardholder's issuing bank.

Please call us on 0116 251 6487, if you have any questions

Please Note: For products returned within the seven-day cooling-off period, we will, subject to return of the products to us, process the refund due to you as soon as possible and, in any case, within 30 days from the day you have given notice of your cancellation. The Products must be returned in the condition that you received them. In this case, we will refund the price of the products in full including delivery but you will be responsible for the cost of returning the item to us.

For defective products, we will examine the returned product/s and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case, within 30 days from the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you because of a defect not caused by you or your servant or agent will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

Going by the terms and conditions, the manufacturer’s guarantee covers all goods/products supplied. Misuses, Neglect, Faults caused by Accident, or Normal Wear and Tear are excluded from the guarantee policy. Also, cosmetic damages and routine maintenance consumables are not covered. The manufacturers may not offer any guarantee, if the goods are being used in a no domestic environment, e.g. a place of work.

We strictly follow security procedures in the process of disclosure and storage of information, in order to prevent unauthorised access to the data that has been provided to us by you. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.

You have the right to see any data that is held by us and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties, under the Data Protection Act. This is also to facilitate and furnish you, or to contact you to inform regarding offers on select products that we think may interest you , if there may be, at a future date. You can also write to our Customer Service Department, if you wish to know what data we hold against your name, or would not want to receive such offers.

If you have a technical query of any kind, you are advised to direct it to a qualified professional for expert advices. We are not technical experts in any of the fields - viz. bathroom installation, plumbing or heating, therefore, our staff has been instructed not to give any form of technical advice. Alternatively, for advice and solutions you may resort to a member of the institute of plumbing or corgi registered gas installer. AQVA will not be responsible for any damage caused by your reliance on any such advice.

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