AQUASYNTARIS LIMITED
Returns & Refunds Policy
This page explains how to cancel an online purchase and how refunds work when you buy from AQUASYNTARIS LIMITED as a consumer. It is written to reflect the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (S.I. No. 484 of 2013) and the Consumer Rights Act 2022.
Last updated 13 October 2026.
In short
- You can cancel most online purchases within 14 days of receiving the goods, without giving a reason.
- After you tell us, you have 14 days to send the goods back. The deadline is met if you send them before those 14 days end.
- For a change of mind, you pay the cost of sending the goods back. We tell you this before you buy.
- We refund the price and the original standard delivery charge. We may wait until the goods come back, or until you send proof that you have posted them, whichever happens first.
- Faulty or incorrect goods stay covered by your statutory rights. You do not pay the return cost in that case.
Who this covers
These cancellation rights apply when you buy from our website as a consumer: a person acting for purposes wholly or mainly outside your trade, business, craft or profession. Orders are accepted by AQUASYNTARIS LIMITED, company number 819926.
If you buy mainly for your business, the 14-day cancellation right described below does not apply by law. Email sales@aqua24.ie and we will tell you what we can do. Nothing in this policy removes rights that the law gives you.
Your right to cancel
You may cancel a distance contract for goods within 14 days of the day you, or someone you nominate other than the carrier, take physical possession of the goods. You do not have to give a reason.
If one order is delivered in more than one parcel, the 14 days start when you receive the last item. If goods arrive in several lots or pieces, the 14 days start when you receive the last lot or piece.
To meet the deadline, it is enough that you email sales@aqua24.ie before the 14 days end. Say that you are cancelling, and include your name, address, and what you ordered or when you received it.
The cancellation rules come from the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. The completed version for our sales of goods is set out below.
Model instructions for cancellation
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the period expires 14 days from the day you acquire physical possession of the last of the goods. If the goods consist of multiple lots or pieces, it expires 14 days from the day you acquire physical possession of the last lot or piece.
To exercise the right to cancel, you must inform us, AQUASYNTARIS LIMITED, T12 TDE2, by email to sales@aqua24.ie, of your decision to cancel this contract.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at AQUASYNTARIS LIMITED, T12 TDE2, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning.
How to ask for a return
Email sales@aqua24.ie before you send the goods. Include your name, the order details, and whether you are cancelling because you have changed your mind or because the goods are faulty or not what you ordered.
Sending the goods back
After you tell us that you are cancelling, you have 14 days to send the goods back or hand them over to us. You meet that deadline if you dispatch them before the 14 days end.
We have not offered to collect change-of-mind returns. Please send them to the returns address below, with your name and enough detail for us to match them to your order. Pack them so they are not damaged in transit, and take reasonable care of them until they leave you.
You may examine the goods as you could in a shop, to see what they are and how they work. If you handle them beyond that and their value falls, you are liable for that loss in value. You are not liable for diminished value where we failed to tell you about your right to cancel.
Who pays for the return
If you cancel because you have changed your mind, you pay the direct cost of returning the goods. This is disclosed before you buy, on this page, which is linked from every page of the website, including before checkout.
That cost is the postage or courier charge you pay to send the parcel to us. Smaller items can usually go by ordinary parcel post. A water softener or another heavy item cannot normally be returned by ordinary post, so you will need a carrier who handles that size and weight. We do not publish a single return-postage price, because it depends on the carrier, the weight and where in Ireland you are sending it from. We do not add a handling fee on top of what the carrier charges you.
If the goods are faulty, not as described, or not what you ordered, we pay the reasonable cost of the return. See “Faulty or incorrect goods” below.
Refunds
If you cancel, we repay all payments we received from you for that contract, including the delivery charge you paid. If you chose a type of delivery that cost more than the least expensive standard delivery we offered, we repay the delivery charge only up to the cost of that least expensive standard option. Any extra amount you paid for a faster or more expensive delivery method is not refunded.
We refund you without undue delay and no later than 14 days after the day you tell us you are cancelling. We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them back, whichever happens first. Proof can be a postage receipt, a tracking number, or a copy of the carrier’s collection record, sent to sales@aqua24.ie.
We refund you by the same means of payment you used for the purchase, unless you expressly agree to another method. You will not be charged a fee for the refund. If you agree to a different method, we will not charge you a fee for using it.
When the 14-day right does not apply
The law removes the right to cancel in a number of cases. The ones most relevant to goods of this kind are:
- sealed goods that are not suitable for return because of health protection or hygiene, once you have unsealed them after delivery. A sealed replacement cartridge, membrane or other filter intended to contact drinking water can fall into this category after its hygienic seal is broken. If the seal is still intact, you can still cancel;
- goods made to your individual choice, or goods that are clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- goods that, by their nature, become inseparably mixed with other items after delivery.
The full list is in Regulation 13 of the 2013 Regulations, including sealed audio, video or software unsealed after delivery, and certain contracts for services that have already been fully performed after you expressly asked for performance to begin and acknowledged that you would lose the right to cancel once the service was fully performed.
Faulty or incorrect goods
The 14-day cancellation right is separate from your rights where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described. Those rights come from the Consumer Rights Act 2022 and cannot be taken away by this policy.
If a lack of conformity becomes apparent within 30 days of delivery, you can reject the goods and ask for a refund. You can also ask for a repair or a replacement, or, where the law allows, a price reduction. Email sales@aqua24.ie as soon as you can and say what is wrong.
We bear the cost of returning faulty or incorrectly supplied goods. Email sales@aqua24.ie before you post them, and we will tell you how to send them. A refund for non-conforming goods is made without undue delay.
Independent information is published by the Competition and Consumer Protection Commission.
Contact and returns address
Send returned goods to this Eircode.
AQUASYNTARIS LIMITED
Company number 819926
Returns address
T12 TDE2