Cancellations & Returns

We aim to process returns within 3 working days of receiving your order back. Please allow up to 10 working days for funds to appear back in your account from the day we process the refund. 


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 are partially returning a multibuy offer - the standard (or lower tier) price will be applied, and we will refund the difference.

If you would like to arrange a return using our 90-Day Money Back Guarantee, please contact us by e-mail

You are free use any courier service of your choice to send the item back. We do not offer free returns. We can issue a courier return label and deduct the cost of the return from your refund (£12.50 per box - pallets rates up to £45-150 depending on location). If you choose this option we will confirm the cost of the label when the 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 to 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 2-10+ 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.

Delivery charges for international orders are nonrefundable. Delivery charges for call for price or pallet deliveries are not refundable. Please make sure you check the equipment will fit before ordering. If pallet deliveries need to be returned, the cost for the return will also be chargeable.

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

30 days returns policy for special order items and Business customers (including but not limited private water supply equipment, orders over £1000.00). up to 20% restocking fee will be applied to special quotations and orders with trades discounts. 


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 within 48 hours of receiving the delivery.


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 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 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.


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 2 days of delivery.