Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@groaqua.store. Please note that returns will need to be sent to the following address: GroAqua, 1 Longman Drive, Inverness, IV1 1SU.   We can provide a returns label in the UK for £8.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@groaqua.store.

EU Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item, without giving any reason.

To exercise this right, notify us within 14 days of delivery by submitting a request through your customer account at https://account.groaqua.store. You must then return the goods within 14 days of notifying us.

Refunds

Once we receive your return, we will refund the full purchase price including the cost of standard outbound delivery within 14 days. We will use the same payment method you used for the original transaction.

Return shipping

EU customers are responsible for the costs of return shipping.  If you require assistance with this, please contact us and we can advise on costs for GroAqua to make the shipment on your behalf.

Exemptions

The right of withdrawal does not apply to:

• Goods made to your specification or clearly personalised (this may apply to custom-configured filtration or membrane equipment)
• Filters which have the hygienic seal broken can not be returned.

How to start a return or cancellation

Log in to your customer account at https://account.groaqua.store, go to your Orders, and submit a return or cancellation request.