We provide a 30-day money back guarantee and 2 year warranty 

However, please note that due to the nature of the products, and the health and safety implications caused by them being used and/or fitted, they must be returned unused.

Goods which have been used in any way will only be refunded if they prove to be faulty, or damaged. The 2 year warranty does not cover any mechanical features of the product and the lifespan of the replacement filters. The warranty only covers products which have been used within the United Kingdom.

To claim your refund or exchange simply return the item to us with an explanation note stating your name and address clearly. All refunds will be processed immediately and will be received within 2 weeks of a returned order. If a refund is not claimed within 30 days of your order date, we reserve the right to not accept the refund. However, if the goods have not been used and have been well-kept and can be repackaged and resold, we will normally take these back and provide a refund. 

Please send using a proof of postage service like recorded or special delivery in case the goods go missing. We reserve the right not to refund if we do not receive the goods. We would advise to insure the returned order to the value of full value of the goods to insure that the courier company can reimburse you should the returned order be lost or damaged in transit. If the courier insists that the returned goods must be inspected before they are signed for by us, you must make us aware of this in writing to info@osmio.biz as goods will otherwise not be inspected on their return to us.

In some instances we reserve the right to charge for our postage costs and / or a restocking fee of up to 15% of the purchase price. This will not necessarily be enforced. It is simply to prevent flippant returns ie goods purchased and returned for no particular reason.

However, if the product you bought was the wrong type or there was some other misunderstanding please rest assured that the restocking fee will not be applied.

A word of caution:

If goods are returned because they are deemed to be faulty, please send them back to us and we will resend them back to the manufacturers for testing. If the manufacturers deem them them to be faulty, we will provide a refund or replacements (as requested) plus the returns postage expense. However, if the returned items are deemed by the manufacturers to not be faulty, we reserve the right to refuse a refund if the items have been used (which is typically the case when they are tested) and the right to re-charge for resending the order back. So when in doubt – please call us to discuss before sending an item back as often incoming water variations or poor installation or maintenance can affect the taste and smell of your water or any other performance factor.

Installation:

In the rare instance where a product is faulty or damaged, we will arrange for collection and a new item to be returned or a refund as required. We are not responsible for any costs or damaged incurred due to products being proved to be faulty in terms of compensating for plumbers/installers costs. We are not responsible for any issues or damage caused by the independent plumbers who carry out the installation.

Terms & Warranty 

Warranty is limited to faults which occur through normal operational usage of the products. We will not be liable for any consequential damage caused by the products failing, or being installed incorrectly.

Please note that your contract and warranty partly exist with Osmio Water and partly exist with the manufacturer. Our manufacturers typically provide a 1 year warranty and Osmio extend this by 1 year. The decision as to whether an item is faulty rests with the manufacturers alone. While we will be happy to put you in contact with them we will not be able to influence their decisions in relation to you.

All goods are sent via insured delivery.

We will usually replace any product which is damaged in transit immediately and deal with the courier firm to seek compensation.