Terms and Conditions
Last updated: October 2025
Welcome to Alkaline Prime Ltd. These Terms and Conditions govern your use of www.alkalineprime.co.uk and any purchase you make from us. By using the site or placing an order, you agree to these Terms.
1. Who we are
- Alkaline Prime Ltd
- Registered in England and Wales
- Company number: 12370742
- Registered office: 124 City Road, London, England, EC1V 2NX
- VAT number: GB 341005066
- Email: info@alkalineprime.co.uk
2. Use of the website
2.1 You must be at least 18 years old to place orders.
2.2 Do not misuse the site, for example by introducing malware or interfering with normal operation.
2.3 We may change or withdraw the site or any part of it without notice.
3. Pre-contract information we must give you
We provide the following key information before you place an order, as required by the Consumer Contracts Regulations 2013. This section should be read together with our Delivery Policy, Returns and Refunds Policy, Privacy Policy and Cookie Policy.
a) Identity and contact, as per section 1 above.
b) Main characteristics of the goods, shown on each product page, including model, intended use, filtration stages, materials, required water pressure and fittings, what is included in the box.
c) Total price including taxes and all charges, shown in GBP, and any delivery or optional service charges are shown at checkout before you confirm your order.
d) Delivery arrangements, costs and timeframes, displayed on product pages and at checkout. Unless we agree another date, we deliver without undue delay and no later than 30 days after the contract is made.
e) Payment methods and how the contract is formed. See section 4 and 5.
f) Right to cancel, how to cancel and who pays return costs. See section 7.
g) After-sales service and warranties. See section 9.
h) Complaints and dispute resolution, including ADR information. See section 10.
i) Technical steps to place an order and error correction, see section 5.
j) Contract language and storage, see section 5.
k) Digital content disclosures where applicable, for example digital manuals.
4. Prices and payments
4.1 Prices are in GBP and include VAT where applicable.
4.2 Checkout shows the total price, including delivery charges, before you confirm.
4.3 We accept the payment methods displayed at checkout. Payments are processed securely by approved providers.
4.4 If a pricing error occurs, we may cancel the order and issue a full refund.
5. Ordering process and contract formation
5.1 Your order is an offer to buy. We accept your offer when we email you an order confirmation. At that point, a contract is formed.
5.2 We provide confirmation of the contract on a durable medium, usually by email.
5.3 Before submitting your order you can review and correct input errors on the checkout review page. Contracts are concluded in English.
6. Delivery
6.1 Orders are usually processed within 1 to 2 working days after payment is received.
6.2 UK delivery typically takes 2 to 5 working days, depending on location and service.
6.3 Unless we agree otherwise, delivery takes place without undue delay and no later than 30 days after the contract is made.
6.4 Risk passes on delivery to the address you provide. You will receive a dispatch notification by email.
7. Right to cancel, returns and refunds
7.1 You have a legal right to cancel within 14 calendar days from the date you receive the goods.
7.2 To cancel, email info@alkalineprime.co.uk with the following details:
– Order number
– Ordered date
– Received date
– Name of consumer
– Address of consumer
Once we receive your cancellation request, we will promptly provide you with instructions regarding the return address, conditions and method of sending the goods back.
7.3 You must send back the goods within 14 days of informing us of your intention to cancel.
7.4 Refunds. We will issue a refund without undue delay and within 14 days of receiving the goods back, or earlier upon receiving proof of return. Refunds are made to the original payment method and no fees are charged for processing the refund.
7.5 Return costs and responsibility. If you cancel under your legal right during the 14-day cooling-off period, you are responsible for the cost of returning the goods, unless the goods are faulty or we delivered the wrong item. Until we receive the goods, you remain solely responsible for the safe return and any loss or damage that may occur in transit.
7.6 Condition of returned goods. You may handle the goods only as necessary to establish their nature and characteristics. We may make a deduction for any loss in value resulting from handling beyond what is reasonably necessary.
7.7 Exceptions to cancellation. The legal right to cancel does not apply to:
– sealed consumables that have been unsealed after delivery, such as filters, hoses or accessories
– goods that have been used, damaged or show signs of wear caused by installation or operation
– goods made to your specification or clearly personalised
– goods that become inseparably mixed with other items after delivery.
8. Faulty or damaged goods, your statutory rights
8.1 If an item is faulty or damaged on arrival, contact us within 7 days with photos or videos where possible.
8.2 Remedies follow UK consumer law, this includes repair, replacement or refund where appropriate. Your statutory rights are not affected.
9. Warranty and after-sales service
9.1 Ioniser units are supplied with a 5-year manufacturer warranty covering manufacturing defects only.
9.2 Installation, use and maintenance. Warranty coverage requires correct installation, appropriate operating pressure, compatible fittings and use as described in the user manual. Damage resulting from improper use, incorrect installation, accidental damage, neglect, or failure to clean and maintain the unit as instructed by the manufacturer is excluded from warranty coverage. Normal wear and tear or unauthorised modifications also void the warranty.
9.3 To make a warranty claim, please email info@alkalineprime.co.uk with proof of purchase and the product serial number.
10. Complaints and dispute resolution
10.1 If you have a complaint, please contact us at info@alkalineprime.co.uk or in writing at our trading address. We aim to resolve complaints promptly, usually within 14 days.
10.2 If we are unable to reach a mutually satisfactory resolution, you may consider submitting your dispute to an Alternative Dispute Resolution (ADR) entity or seek assistance through other recognised consumer dispute channels in the United Kingdom.
11. Liability
11.1 We do not exclude or limit liability where it would be unlawful to do so, for example liability for death or personal injury caused by negligence, or for fraud.
11.2 We are not liable for losses that were not foreseeable to both parties when the contract was made, or for business losses.
11.3 Any limitations of liability are drafted to be fair and transparent, in line with CMA guidance on unfair terms.
12. Intellectual property
All content on this site, including text, images and trademarks, belongs to Alkaline Prime Ltd or our licensors. You may not copy or use any content without written permission.
13. Data protection and cookies
We process personal data according to UK GDPR and the Data Protection Act 2018. See our Privacy Policy for details of data collection, use and sharing, and your rights. Our Cookie Policy explains the types of cookies we use and how you can manage preferences.
14. Changes to these Terms
We may update these Terms to reflect legal or business changes. Updated versions will be posted here with a revised date.
15. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.