Returns & Refund Policy

You may request a return within 14 days of receiving your order. Items must be unused, unwashed, in their original packaging and with all accessories included. We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to inspect the item.

1. Email support@h2ogas.shop with your order number and the items you wish to return.
2. We reply with return instructions and the return address.
3. Pack the items securely and send them back within 14 days of approval.
4. Once we receive and inspect the return, we issue your refund.

Approved refunds are issued to your original payment method within 5–10 business days of us receiving the returned items. Refunds are processed in USD. Your bank or card issuer may take additional time to show the credit. We refund the price of the returned items; original shipping is non-refundable unless the return is due to our error or a faulty item.

You are responsible for return shipping unless the item is faulty, damaged or sent in error, in which case we cover the cost. We recommend a tracked service; we cannot refund returns that are lost in transit without proof of postage.

If an item is faulty or you received the wrong product, contact us within 30 days of delivery. We will arrange a free replacement or a full refund, including any shipping you paid, in line with your rights under the Consumer Rights Act 2015.

For hygiene reasons, items such as cleaning cloths, brushes, sponges and mesh wash bags cannot be returned once they have been used or washed. This does not affect your rights if an item is faulty. Sealed packs that have been opened are assessed on a case-by-case basis.

Bundle sets are returned as a complete set. We cannot accept a partial return of individual items from a bundle sold at a set price.

You can cancel before dispatch for a full refund — email support@h2ogas.shop as soon as possible. Once an order has shipped, the return process above applies.

H2O HEATING AND GAS SERVICES LIMITED, Y Garth, Capel Seion Road Drefach, Llanelli, SA14 7BN, United Kingdom. Email support@h2ogas.shop · Phone +44 7444542832.