Cancellations & Returns

We aim to process returns within 3 working days. Please allow up to 10 working days for funds to appear on your account. 

OUR 90 DAY MONEY GUARANTEE

At Osmio we want you to be delighted every time you shop with us. Occasionally though, we know you may wish to change your mind. Under our 90 Day Money Back Guarantee any product purchased from us may be returned for a refund as long as it is unused and in its original packaging with all the components, parts and any promotional items received.

If you would like to arrange a return using our 90-Day Money Back Guarantee, please contact us by e-mail info@osmiowater.co.uk.

We can issue Parcelforce return labels and deduct the cost of the return from your refund.  If you choose this option we will confirm the cost of the label when returns authorisation is issued.  Alternatively, you can make your own arrangements to post the order after the return authorisation is received. 

Upon receipt of a returned item we will check the item, cancel an order and refund the money onto the original payment method. If when inspected, goods are found to have been used, damaged or incomplete we reserve the right to refuse a refund or provide a partial refund.

Please allow up to 14 days for postage and processing time. It may take 5-7 days for funds to appear in your account once we have issued a refund (depending on your bank).

We can't refund some goods, such as goods made to measure, goods cut or mixed to your requirements unless of course, they are faulty.

Please contact us before returning any item to us. Returns must be authorised.

5% restocking fee will be applied to special quotations and orders with trades discounts. . 

DAMAGED PRODUCTS

If you unpack your product and it is damaged, please contact us immediately. We will refund or replace any product that is agreed to be damaged by a courier. All damages must be reported to Osmio via e-mail info@osmiowater.co.uk within 48 hours of receiving the delivery.

FAULTY PRODUCTS

First, we recommend checking with our post sales technical support team on 0330 113 7181 to see if we can solve your issue and save your trouble of returning your item.

If you have had your item less than 30 days:
We will happily return or exchange your item, however the faulty product must be returned first before a replacement can be dispatched. If the item is faulty you will have the choice of a repair, replacement or refund. Please contact us via e-mail info@osmiowater.co.uk or telephone 0330 113 7181 (free from mobiles).

If you have had your item more than 30 days but within products warranty period (normally minimum 12 month):
Our aim is to get the issue solved as soon as possible. The quickest way is to check if a manufacturer offers a helpline, repair or warranty service. Please check warranty details supplied with your product.
Otherwise please contact our technical support team via the email info@osmiowater.co.uk or over the phone 0330 113 7181. We'll assess what's wrong and depending on circumstances we may offer a repair or where this is not possible we may replace the item with the same or equivalent model.
In all cases we reserve a right to inspect the product and verify the fault.

INCOMPLETE ORDERS

In the unlikely event that parts are missing from your delivery or the order is incomplete from that described, we reserve the right to supply replacements of those parts or items. Missing parts or items must be reported to us within 14 days of delivery.