Returns policy

If you are a consumer and have changed your mind and want to return goods to us, you have a period of 14 days from the date of delivery of the goods to you, to notify us that you wish to cancel your order and return the goods. You have a further 14 days from the day you notify us that you wish to wish to cancel, to return the goods to us.  Any refund will be issued to your original payment method. We will not refund any costs for expedited delivery.

If you wish to return an order please contact us within the 14 day cancellation period using the contact details set out below. You may also use the model cancellation form set out below and send it to us but it is not obligatory. Please provide us with your name, address, contact details and details of the order you want to cancel.

If you try to make a return after the cancellation period., we may elect to send it back to you at your default delivery address and ask you to cover the delivery costs.

We will inspect all returns. To be eligible for a return, the goods must be returned to us in the same condition that you received it and unopened and unused. We will not accept returns that have been used or opened. For further information regarding your right to cancel and the conditions that must be met, please see our Terms & Conditions .

Please note that you will be responsible for the cost of the return and for ensuring that it is received by us undamaged. You should retain proof of posting as evidence.

If there is a fault or an issue with any goods that have been delivered, please contact us using the details below.

Any returns will be made in accordance with, and subject to, our Terms & Conditions .

Contact Details

Our team is always here to help! If you have any questions, concerns, or need assistance with your subscription, don't hesitate to reach out to us via:

  • phone (0800 093 8222)
  • email (, or
  • live chat.

Our offices are open Mon-Fri 08:30-17:00.

We're committed to ensuring your experience with our service is smooth and satisfactory.



Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To:      Monarch Water Limited

          Fair Green, Diss,

          Norfolk, IP22 4DG


I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),


[*] Delete as appropriate

Chat to an expert

Please fill in your details and one of our team will get back to you as soon as they can. Or, give us a call on 0800 093 822

Our offices are open Monday-Friday 08:30-17:00

Looking for a water softener or water conditioner/scale inhibitor?

You’ll notice these kinds of products aren’t for sale in our online shop. These more considered purchases definitely benefit from expert advice, to ensure you select the right model for you and your home. Our friendly team are here to help – just give us a call.