Welcome to Aqva.co.uk, an online shopping products & service provided by AQVA Ltd.
In using the Aqva.co.uk service, you are deemed to have accepted the terms and conditions
listed below. AQVA reserves all the rights, at any time, to alter, update, modify,
note that verbal and/or electronic acknowledgments do not constitute order confirmation
or order acceptance.
If you have supplied us with your valid email address, we will notify you by email
as soon as possible to confirm receipt of your order and email you again to confirm
details; therefore, process the order. Your order for purchase shall be subject
to the terms and conditions as listed below. Aqva.co.uk reserves the right to accept
or reject your offer. Our acceptance of your order will take place upon dispatch
of the product(s) ordered.
the Site, you are responsible for maintaining the confidentiality of Your Account
and Password and for restricting access to your computer, and you agree to accept
responsibility for all activities that occur under Your Account or Password. Aqva.co.uk
shall not be liable to any person for any loss or damage which may arise as a result
of any failure by you to protect your password or account. If you know or suspect
that someone else knows your password you should notify us by contacting us immediately
through the address provided below. If Aqva.co.uk has reason to believe that there
is likely to be a breach of security or misuse of the Aqva.co.uk Site,
we may require you to change your password or we may suspend your account without
any liability to Aqva.co.uk
You also agree to:
- 1) Provide true, accurate, current and complete information about yourself as prompted
by Aqva.co.uk (such information being the "Registration Data")
- 2) Maintain and promptly update the Registration Data to keep it true, accurate,
current and complete. If you provide any information that is inaccurate, untrue,
incomplete, or not current or if Aqva.co.uk has reasonable grounds to suspect
that such information is untrue, inaccurate, and not current or not in accordance
with the User Agreement, Aqva.co.uk has the right to indefinitely suspend
or terminate your membership and refuse to provide you with access to the Site.
- 3) All orders placed on our website will be acknowledged by e-mail (electronically).
All telephone orders will be acknowledged verbally at the time of order. Please
note that verbal and/or electronic acknowledgments do not constitute order confirmation
or order acceptance. Orders may be declined by us, all or part of your order for
any reason. We will inform you in-person or by telephone or e-mail, in such cases.
In performing these checks personal information provided by you may be disclosed
to a registered Credit Reference Agency which may keep a record of that.
Purchase, Order Acceptance, Processing & Pricing Policy
Your name, address and other personal information will be validated by us i.e. AQVA,
based on the details provided by you, during the process against third party databases.
We may use certain information about you or ask you for further information (utility
bills, passport, driving licence, or any information that we may deem fit) when
deciding whether or not to accept your order. All orders are accepted when your
credit / charge / debit card, Paypal is processed. Any email or other acknowledgment
of your order is merely to report that your request has been received and will be
looked at, and does not in any way denote acceptance of your order regardless of
any wording on the email. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and
may invite you to pay by another method. Please note that products, prices and offers
in our stores may differ from those featured on our website.
The total cost of your order will be the price of the products, any additional services
you choose (e.g. installation), plus any applicable delivery charge.
The total price payable will be stipulated at the time when you place your order
whether or not the order has been acknowledged. We are entitled to make adjustments
to the price to take account of any increase in our supplier’s prices, or the imposition
of any taxes or duties, or if due to an error or omission the price published for
the goods is wrong whether or not the order has been acknowledged. We will inform
you of the correct price and give you the opportunity to cancel the order. All prices
are inclusive of VAT and delivery charges which will be payable as indicated at
the time the order is placed.
From time to time the prices displayed on our website may be different if you are
directed to it from a third party website. Purchases at these prices can only be
made on our website and by arriving on it through a relevant third party website.
These prices will not be available in-store or over the telephone. Prices, offers
and products are subject to availability and may change before (but not after) we
accept your order. If a product becomes unavailable we may offer you an alternative.
Please Note: Our site contains a large number of products and it
is always possible that, despite our best efforts, some of the products listed on
our site may be incorrectly priced. We will normally verify prices as part of our
dispatch procedures, so that, where a product's correct price is less than our stated
price, we will charge the lower amount at the time of dispatching the product to
you. If a product’s correct price is higher than the price stated on our site, we
will normally, at our discretion, either contact you for instructions before dispatching
the product, or reject your order and notify you of such rejection.
We are under no obligation to provide the product/s to you at the incorrect (lower)
price, even after we have sent you a Dispatch Confirmation, if the pricing error
is obvious and unmistakeable, and could have reasonably been recognised by you as
Shipping and Delivery
There are no reservation quotas for the supply of products on preference basis.
The products shall be allotted on first paid basis. In other words, products will
be first allotted for the orders placed and against which payments have been received
Items for orders placed together may be shipped separately.
The products ordered will be delivered as close as possible to your front door within
...... business days (Monday to Friday) of your payment having been cleared. Delivery
will be made by single driver.
If your ordered product does not reach you for some reasons viz. access being on
a private road, up a flight of stairs (such as flats), or any other obstruction
(inc. Narrow streets, controlled parking zones, road markings ), delivery will be
made as near to your property as possible.
There’s no insurance for the drivers, off the public highway or even to take/carry
the goods or product ordered by you inside your property/ location premise. Therefore,
it is strongly recommended that at least two able bodied persons are available to
get the goods inside the property, if the products/ goods ordered are of a heavy
or bulky nature.
A delivery charge is made for the delivery of goods. We make a solemn attempt to
maintain the delivery charge as low as possible.
Please Note: Delivery dates are approximate No liability whatsoever
is accepted in respect of late deliveries. Please do not commence any installation
work, book plumbers or tradesperson, until the goods have been received and thoroughly
checked for damages or discrepancies. You will receive an automated email containing
your shipment tracking number on the day of shipment
Please Note: Goods/products are subject to availability; Delay
in delivery of goods/products is beyond our control, for delivery of goods is dependent
on courier/logistics, thus time schedule can be affected whilst being in transit.
As such, delivery schedules cannot be guaranteed and any dates of delivery of the
goods/products we specify are approximate only. If we or our suppliers temporarily
run out of stock of the products/goods, we will notify you of the position, and
we would need up to 30 days for despatch of the goods, unless there are any exceptions
to the circumstances.
Description of goods
Although our intention is to give information that is accurate and up-to-date.,
yet occasionally, we make or discover an error in the price or description of a
product; we cannot guarantee the reliability or accuracy of the information communicated.
If such an error on a product is discovered by us, ordered by you, we will inform
you as soon as possible and ask whether you wish to continue with your order or
All product specifications, images, descriptions and other information communicated
by us, have been made accessible by suppliers, manufacturers, publications, publicists
and/or gathered from public domain sources.
- i) By Credit Card
- ii) By Cash and Cheque – We reserve the right, at our sole discretion, to give priority
to deals, and also cancel orders for which payments have not been made by the subscriber
or delayed payment, and has not been received by us within ...... hours from the
time of order/s placed.
If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 14 calendar days from the day of delivery or collection for credit or refund provided that you return the goods as sold in condition you received them with all components and accessories. Goods must be complete, unused. Should we find that the returned goods have been diminished in value, the refund /credit will be reflected accordingly. You have a legal duty to return any unwanted items within 14 calendar days of you notifying us of your intention to the return items under the distance selling cancellation rights. You should use the following form to advice us of your intention to cancel. You can download this form or use your account to advice us to cancel before the goods have been despatched. You have a legal obligation to take care of products whilst they are in your possessions. If you fail to comply with this obligation, we may refuse the return of the product or credit for the item.
You must notify us of your intention to return the goods by writing to our National Customer Support Centre or emailing the support team at email@example.com within 14 calendar days from the day after delivery or collection. We advise you to put your order number in all correspondence to avoid delay.
The following procedure applies:
- a) If you would like us to collect the goods, we will be happy to do so provided
we are operating this service in your local area; we will charge you our normal
collection rates for providing this service. Please contact our Customer Support
Centre to arrange collection. Where goods have been despatched by our Warehouse
and you choose to refuse the delivery from the courier company, there will be a
charge for getting the goods back to us which may be higher than the price quoted
on the original order. We advise you to give us a call before refusing the delivery
to determine the return cost. You have a choice to either accept the delivery or
arrange the return of the items or refuse the delivery
- b) In all other situations, the National Customer Support Centre will advise you
as to the best course of action in arranging the return. The National Customer Support
Centre may issue a Returns Authorisation Number, which should be quoted on any paperwork
when returning goods or as a minimum, your name and your address will need to be
provided in order to locate the position that you have placed an order with us.
The Returns Authorisation Number is valid for up to 14 days only. You must organise
the return at your expense and risk; goods must be received at our Returns Division
within 14 days. Goods sent back without sufficient proof that they were purchased
from us will be returned back to you and the cost of delivery charged to your account.
- The Return Address
Our Support team will advise you the address where products needs to be returned.
We are committed to ensuring your satisfaction with any product you have ordered
from us. If do not wish to receive any product/s or if you feel you do not require
it, you may cancel any time until the 14 day from the day you received
the goods/products. This is called as ‘cooling-off period’.
Please Note: To cancel your order, you will have to notify us in writing (to the
address shown in the contact us section) or by email firstname.lastname@example.org
and we will issue you a ‘returns number’.
Also, you will be responsible for returning the goods to us in a good condition
and at your own cost. It will be your responsibility to make sure that, by law;
the goods are received by us in an unused and good condition.
Palletized delivery (Large and Fragile Products)
For palletised delivery of large or fragile items that arrive by courier who may
normally arrange a delivery with you, you’re advised to thoroughly check the products/goods
for damage at the time of delivery, and notify us via telephone and email (email@example.com).
Note: Please write ‘damaged’ on the delivery note, if the packaging
appears severely mutilated or damaged. The courier drivers will wait whilst you
carry out the checks for product damage. Notices will be placed on the palletized
delivery for you to carry out such checks and it is highly recommended that you
check all glass and fragile products thoroughly in the presence of the delivery
driver. Also, it must be mentioned on the delivery note, if the products have been
found damaged in transit. Hence, it is advised to have another able bodied person
along with you to help you check the goods, in case of large number of products
Note: The courier company will wait for you to perform this check,
in the event that the courier company does not allow you to perform this check,
please reject the delivery of the goods.
In case if you assign or appoint someone else to receive and sign for the goods/products
on your behalf, then it will be understood that you agree to advise the person to
check the products/goods and accept full responsibility for any damage or losses,
if they sign on your behalf.
No claims for damages or shortages will be considered by AQVA after a reasonable
period of time. Any loss or damage to the goods shall be at your own risk, from
the time of receipt of delivery of the goods. Replacement will be dispatched once
manufactured, in case of a bespoke product or item that may have arrived in a damaged
In case of small items that arrive by courier, you’re advised to thoroughly check
the products/goods for damage, and notify us via email to firstname.lastname@example.org,
within a reasonable period of 48 hours.
Although adequate care is taken to ensure that stocks of products are available,
yet there may be occasions where broken, damaged, wrong stock from supplier or an
over-the-counter purchase from one of our customers prevents us from fulfilling
an order. In this event, you will be given the opportunity to wait for stock to
arrive or cancel your order. Any monies paid will be refunded in full if you choose
We will refund the money the way the payment was made. If the payment was by Credit
Card, we will refund the Credit Card. If the payment mode was Cheque or DD, we will
send you a cheque (not a DD). Cheques will be sent only to the billing address of
The refund process will be initiated once we have received the product(s). Typically,
refunds are processed in less than 10 working days but in case of payments by Cheque
or DD, it may take a few extra days for the cheque to be delivered to your billing
address, and for the funds to be credited to your account, once you deposit the
cheque. In any case we will endeavour to refund you within 30 days of receiving the item for refund or cancellation.
Please note that we shall not be responsible for any delays in credit to the Cardholder's
credit card account as that is managed by the Cardholder's issuing bank.
Please call us on 0116 251 6487, if you have any questions
Please Note: For products returned within the seven-day cooling-off
period, we will, subject to return of the products to us, process the refund due
to you as soon as possible and, in any case, within 30 days from the day you have
given notice of your cancellation. The Products must be returned in the condition
that you received them. In this case, we will refund the price of the products in
full including delivery but you will be responsible for the cost of returning the
item to us.
For defective products, we will examine the returned product/s and will notify you
of your refund via e-mail within a reasonable period of time. We will process the
refund due to you as soon as possible and, in any case, within 30 days from the
day we confirmed to you via e-mail that you were entitled to a refund for the defective
product. Products returned by you because of a defect not caused by you or your
servant or agent will be refunded in full, including a refund of the delivery charges
for sending the item to you and the cost incurred by you in returning the item to
Warrantees & Guarantees
Going by the terms and conditions, the manufacturer’s guarantee covers all goods/products
supplied. Misuses, Neglect, Faults caused by Accident, or Normal Wear and Tear
are excluded from the guarantee policy. Also, cosmetic damages and
routine maintenance consumables are not covered. The manufacturers may not offer
any guarantee, if the goods are being used in a no domestic environment, e.g. a
place of work.
We strictly follow security procedures in the process of disclosure and storage
of information, in order to prevent unauthorised access to the data that has been
provided to us by you. From time to time industry regulators and our auditors may
require us to disclose some or all of the information for legal or regulatory purposes.
You have the right to see any data that is held by us and to object at any time
to the use of your data. We hold data to primarily validate delivery details and
manufacturer warranties, under the Data Protection Act. This is also to facilitate
and furnish you, or to contact you to inform regarding offers on select products
that we think may interest you , if there may be, at a future date. You can also
write to our Customer Service Department, if you wish to know what data we hold
against your name, or would not want to receive such offers.
Disclaimer and Limitations on AQVA - Limited liability
If you have a technical query of any kind, you are advised to direct it to a qualified
professional for expert advices. We are not technical experts in any of the fields
- viz. bathroom installation, plumbing or heating, therefore, our staff has been
instructed not to give any form of technical advice. Alternatively, for advice and
solutions you may resort to a member of the institute of plumbing or corgi registered
gas installer. AQVA will not be responsible for any damage caused by your reliance
on any such advice.