Last updated: October 2025

Our main goal is to ensure that you are completely happy with your purchase from Alkaline Prime Ltd. This Returns and Refund Policy summarises your rights and our procedures for returning items, requesting refunds, or cancelling orders. For complete legal terms, please refer to our Terms and Conditions.

1. Your Right to Cancel (Cooling-Off Period)

1.1 Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the date you receive your goods.
1.2 To cancel, email info@alkalineprime.co.uk, stating clearly:
1. your order number
2. the date ordered and date received
3. your name
4. your address

Once we receive your cancellation request, we will promptly provide you with instructions regarding the return address, packaging and method of return.

2. Returning Goods

2.1 You must send back the goods within 14 days after notifying us of your intention to cancel, in accordance with the instructions provided by us.
2.2 Returned goods must be unused, in their original packaging, and in resalable condition.
2.3 You are responsible for the cost of returning the goods unless they are faulty or incorrect.
2.4 Until we receive the goods, you remain solely responsible for their safe return and any loss or damage that may occur during transit.

3. Refunds

3.1 We will issue a refund within 14 days of receiving the goods back or receiving proof of postage, whichever comes first.
3.2 Refunds will be made using the original payment method, and no processing fees will be charged.
3.3 Where an entire order is cancelled, the refund will include the standard outbound delivery cost.
3.4 Where only part of an order is returned, or an express delivery method was chosen, the delivery cost will not be refunded.
3.5 You will receive confirmation once your refund has been processed.

4. Exceptions to Returns

4.1 The right to cancel does not apply to:
– Sealed consumables that have been unsealed after delivery, such as filters, hoses or accessories
– Products that have been used, damaged, or show signs of wear caused by installation or operation
– Goods made to your specification or clearly personalised
– Items that have become inseparably mixed with other goods after delivery

4.2 These exceptions do not affect your statutory rights regarding faulty or defective products.

5. Faulty or Incorrect Goods

5.1 If you receive a faulty or incorrect item, please contact info@alkalineprime.co.uk within 7 days of delivery.
5.2 Please include your order details and, where possible, photos or videos of the issue.
5.3 We will review your request and arrange a replacement, repair, or refund, as appropriate.
5.4 Return shipping costs for faulty or incorrect items will be covered by us.

6. Warranty Claims

6.1 For products covered by warranty, please refer to the Warranty and After-Sales Service section of our Terms and Conditions.
6.2 Damage resulting from improper installation, misuse, neglect, or failure to clean and maintain the product as instructed by the manufacturer is excluded from warranty coverage.

7. Contact

For questions about returns or refunds, please contact:
Email: info@alkalineprime.co.uk