1. Summary
You can return most unused items within 14 days of delivery for a refund. Some items are excluded for hygiene reasons once opened, and faulty or damaged items are always put right at our cost. Your statutory consumer rights are not affected.
2. The 14-day return window
You may request a return within 14 days of receiving your order. Tell us within that window and we will give you 14 more days to send the item back. Returns requested after 14 days may be declined unless the item is faulty.
3. Condition of returned items
To be refunded, items must be:
- Unused and in a re-saleable condition.
- In their original packaging with all parts, lids, seals and accessories.
- Not assembled, modified or damaged after delivery.
4. Hygiene & food-contact exceptions
For health and hygiene reasons, food-contact items such as jars, containers, meal-prep boxes, silicone bags, beeswax wraps and dispensers cannot be returned once they have been opened or used, unless they are faulty. If a sealed item arrives and you change your mind, you can return it while it remains unopened and in its original packaging within the 14-day window. This does not affect your rights if an item is defective.
5. How to start a return
Email support@h2ogas.shop with your order number and the item(s) you wish to return. We will reply with a return address and simple instructions. Please do not send items back before contacting us so we can track your return correctly.
6. Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. The time it takes to appear depends on your bank or card provider. Refunds cover the price of the returned items; original shipping is refunded only where the whole order is faulty or cancelled under your statutory right to cancel.
7. Faulty, damaged or incorrect items
If an item arrives faulty, damaged or you received the wrong product, contact us within 30 days with a photo. We will arrange a free replacement or a full refund, including any return postage. Glass items are double-boxed; in the rare case one breaks in transit, a photo is all we need to put it right.
8. Exchanges
The quickest way to exchange an item is to return the original (if eligible) for a refund and place a new order. If you need help choosing a different size or set, our support team is happy to advise first.
9. Return shipping costs
For change-of-mind returns, you are responsible for the cost of returning the item and we recommend a tracked service. For faulty, damaged or incorrect items, we cover the return cost. Items lost in return transit without tracking cannot be refunded, so please keep your proof of postage.
10. Contact
Returns are handled by H2O HEATING AND GAS SERVICES LIMITED. Email support@h2ogas.shop or call +44 7444542832. Registered office: Y Garth, Capel Seion Road Drefach, Llanelli, SA14 7BN.