These are the terms that apply when you buy from filterflair.co.uk or use the site. They're written for consumers. If you're buying for a business, our Terms of Sale for Business Customers apply instead. Last updated 3 September 2026.

1. Who we are

Filter Flair UK Limited, registered in England and Wales, company number 12578218, VAT number GB 365180104. Registered office: Unit 12, The Cobden Centre, Vere Street, Salford M50 2PQ. Email sales@filterflair.co.uk, phone 0161 768 9566, Monday to Friday, 9am to 5pm.

2. About these terms

Our Shipping Policy, Refund Policy, Subscription Policy, Privacy Policy and Cookie Policy form part of these terms. If anything in these terms conflicts with one of those policies, the policy applies to its subject.

Nothing in these terms limits your rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where a term would do that, your legal rights win.

3. Placing an order

When you place an order we send an order confirmation email. That's an acknowledgement, not an acceptance. The contract between us is formed when we dispatch your goods and send you the dispatch confirmation.

We may decline an order before dispatch if the item is out of stock, if there's an obvious pricing or description error, if payment isn't authorised, if we can't deliver to the address given, or if we reasonably suspect fraud. If we decline an order you've paid for, we refund you in full straight away.

You're responsible for giving us accurate delivery and contact details. If you spot a mistake, tell us as soon as you can and we'll correct it if the order hasn't been dispatched.

4. Prices and payment

Prices are shown in pounds sterling and include VAT at the current rate. Delivery is charged separately and shown before you pay.

The price you pay is the price shown at checkout when you place the order. We check prices carefully, but if a price is obviously wrong, for example a £250 system listed at £2.50, we may cancel the order and refund you rather than supply at the wrong price. We'll tell you if that happens.

We take payment when you place your order. Payment is handled by Shopify Payments, PayPal or Klarna; their terms apply to the payment itself.

5. Delivery

Delivery options, costs and timings are in our Shipping Policy. Delivery dates are estimates. We'll do our best to meet them, but delays with carriers are sometimes outside our control, and a delay on its own doesn't entitle either of us to cancel unless it becomes unreasonable.

The goods are your responsibility from the moment they're delivered to the address you gave us, or to a safe place or neighbour you nominated. Please check the parcel when it arrives and tell us about any damage as soon as you can, ideally within 14 days, so we can claim from the carrier. Telling us later doesn't affect your rights.

For deliveries outside the UK, any import duties or taxes are your responsibility unless we've said otherwise at checkout.

6. Cancelling, returns and faulty goods

You have a legal right to cancel most orders within 14 days of receiving them, for any reason. Our Refund Policy goes further: refunds within 30 days and free exchanges within 90 days. It explains how to return something, what can't be returned (sealed filters once opened, for hygiene reasons), and how refunds are paid.

If something arrives damaged, is faulty or isn't what you ordered, the Consumer Rights Act 2015 applies: a full refund or replacement within 30 days of delivery, and repair or replacement after that. We cover return shipping for faulty or incorrect items. No time limit in these terms shortens those rights.

7. Products, compatibility and installation

We describe products as accurately as we can, including specifications, capacities and which appliances a filter fits. Compatibility information and our filter finder are there to help you choose; if we recommend a filter and it doesn't fit, our Correct Filter Guarantee in the Refund Policy applies.

Our products are designed to be installed by you or by a competent tradesperson, following the manufacturer's instructions. Please read the instructions before starting, check the connection type and size, and use the fittings supplied. Water filters need changing at the intervals the manufacturer recommends; performance isn't guaranteed beyond them.

We're not responsible for damage caused by installation or use that doesn't follow the manufacturer's instructions, by incorrect fittings or tools, or by lack of maintenance, except where the loss is caused by our own negligence or a defect in the product (see section 10).

Product images are as accurate as screens allow; colours can vary slightly between devices.

8. Subscriptions

If you set up a filter subscription, our Subscription Policy explains the delivery frequency, billing, how to pause or cancel, and what happens if a payment fails.

9. Your account, reviews and using the site

Keep your account details accurate and your password to yourself. You're responsible for orders placed through your account.

We invite reviews through Judge.me after a purchase. By leaving a review you allow us to publish it on our site and in our marketing. We moderate reviews for abuse, personal data and off-topic content, but we don't remove reviews because they're critical.

Please use the site fairly: don't attempt to gain unauthorised access, scrape or copy our content, place orders you don't intend to pay for, or use the site for anything unlawful. The content on the site, including product guides, images and the compatibility data, belongs to us or our suppliers. You can use it to shop with us; please don't reproduce it commercially without asking.

10. Our responsibility to you

If we break these terms or are negligent, we're responsible for loss or damage you suffer that was a foreseeable result. We're not responsible for loss that wasn't foreseeable, for business losses (we only supply consumers under these terms), or for events outside our reasonable control such as carrier failures, supplier shortages or extreme weather.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for your rights under the Consumer Rights Act 2015 that the goods are as described, of satisfactory quality and fit for purpose.

11. Privacy and cookies

How we handle your personal information is in our Privacy Policy. Which cookies the site uses and how to change your choice is in our Cookie Policy.

12. Complaints, law and changes

If something's gone wrong, tell us at sales@filterflair.co.uk or on 0161 768 9566 and we'll do our best to put it right. If we can't resolve a complaint, you may take it to an alternative dispute resolution provider or to court. We're not signed up to a particular ADR scheme and aren't obliged to use one.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you can also rely on the law and courts of your home nation.

We update these terms from time to time. The date at the top is the version that applies. Changes don't affect orders already placed.