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, unused,  and in its original packaging. 

To start a return, you can contact us at hello@hera-aqua.com. You’ll also need the receipt or proof of purchase.

If your return is accepted. A return label will be generated for the item(s) being sent back for a refund at a flat rate of £7 GBP. This amount will be deducted from the total refund amount when the return is processed. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@hera-aqua.com. 

Defects and issues

Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect, so we can assess the issue and put it right.

If a new or properly regenerated softener does not soften water at all, we will treat this as not fit for purpose.

How often a softener needs regenerating to meet your expectations depends on your water hardness, usage, and desired softness level. A product that requires more frequent regeneration than you'd like is not considered faulty, as "frequent" is subjective.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@hera-aqua.com.