Refund policy

This policy sets out how we handle returns, refunds, and cancellations for orders placed via www.qwickhose.co.uk.

It is subject to change, and any updates will be published on this page.

For delivery information please see our Delivery Policy

We want you to be satisfied with your Qwickhose order. If you’re unhappy or experience any issues, please get in touch and we’ll do our best to help. Please review our returns process and conditions below.

Returns Window

You may return your item within 60 days of receiving it for a refund. Outside of this window, we cannot offer a refund unless your product is faulty or not as described.

Condition of Return

  • Items should be returned in the condition they were received, allowing for reasonable use to assess the product.
  • Packaging does not need to be sealed, but the product must be returned in reasonable condition.
  • Items showing excessive wear, damage due to undue care, misuse or neglect (e.g. frost damage), or incomplete returns (e.g. missing parts) may not be eligible for a full refund.

Free Returns Eligibility

We offer free returns where:

  • The product is faulty
  • The item is not as described
  • We have been unable to resolve an issue to your satisfaction

In all other cases (e.g. change of mind or incorrect product choice), you may still return your item, but return postage costs may apply.

EXCLUSIONS

We reserve the right to deny a refund where:

  • The product has been used in a way it was not designed for
  • Damage has occurred due to frost, misuse, or incorrect setup
  • O-rings or washers that have perished through expected wear and tear over a reasonable and expected length of time
  • Components are missing on return and were not reported before dispatch

 

If a return is incomplete, we will issue a partial refund for the items received back.

EXCHANGES

We currently only offer exchanges for defective or damaged items.

Please contact us within 30 days of receiving your item to request an exchange.

If you wish to exchange for a different item or due to a change of mind, please request a return and place a new order separately.

RETURNS PROCESS

To request a return:

  1. Email us at hello@qwickhose.co.uk with your order number and details of your issue.
  2. We will do our best to troubleshoot, if we cannot resolve your issue, we will authorise your return and guide you through our returns portal procedure. This will generate a QR code you can take to your local post office to scan and drop off your return.
  3. Package the item securely in the original packaging (where possible) and include the packing slip that came with your original order. If you do not have the original packing slip, please include a note in the return and clearly write the following information: 
  • Your name
  • Order number (#QH1234)
  • Proof of purchase (if not already provided)
  • Attach the returns label and drop off the parcel at your nearest Royal Mail Post Office.

 

Returned items remain the customer’s responsibility until received by us. Please ensure they are packed securely to avoid damage in transit.

 

Returns Address:

 

Qwickhose Ltd

Attn: Returns

The Barn (Unit 3), Manor Farm Office Village

Flexford Road, North Baddesley

Southampton, Hampshire

SO52 9DF

United Kingdom

 

If you return items without notifying us, you must include your order details within the return (Name, email address and order number) so we can identify, locate and refund your order.

In this scenario you will be responsible for all return postage costs. We recommend using a tracked service if posting at your own cost.

 

REFUNDS

Once we receive and inspect your return, we’ll process your refund within 14 days of receipt. Refunds will be made to your original payment method.

We will also refund original delivery costs if:

  • The entire order is returned
  • The product was faulty or not as described

 

Late or Missing Refunds

Please allow up to 14 days for your refund to return to you dependent on your banking and card provider. If you have not received a refund after 14 days:

  • Check your bank or payment method again
  • Contact your bank - refunds can be delayed by banking provider networks
  • If still unresolved, contact us at hello@qwickhose.co.uk

 

YOUR RIGHT TO CANCEL (UK CUSTOMERS)

Under the Consumer Contracts Regulations 2013, UK customers have a legal right to cancel their order within 14 days of receiving goods, for any reason.

 

To exercise your right to cancel:

  1. Email us at hello@qwickhose.co.uk stating you wish to cancel your order
  2. Return the item(s) to us within 14 days of notifying cancellation
  3. We will issue a full refund (including standard delivery costs) within 14 days of receiving the returned goods

 

Please note: If you change your mind you are responsible for return postage unless the item is faulty or not as described.

 

QUESTIONS

For any questions about returns, refunds or exchanges please contact us at:

📧 hello@qwickhose.co.uk