Back Order Policy
Effective date: 25/03/2026
Website: https://bacwaterdirect.co.uk
Business name: BacWaterDirect UK, BacWaterDirect
Customer support email: help@bacwaterdirect.co.uk

At BacWaterDirect, we aim to keep product availability and order fulfilment clear and straightforward. This Back Order Policy explains how we handle products that are temporarily unavailable at the time of purchase but available to order on back order.

1. What “Back Order” Means

A product marked as available on back order is not currently in our dispatch-ready stock at the time you place your order, but we expect to obtain it from our supplier or incoming stock allocation.

Back order availability does not guarantee immediate dispatch, and any stated lead times are estimates only.

2. Product Availability

We make reasonable efforts to ensure stock information shown on our website is accurate. However, stock levels, supplier availability, and incoming delivery schedules may change without notice.

A product may be listed as:

• in stock;
• available on back order; or
• out of stock.

Where a product is available on back order, this will normally be shown on the relevant product page.

3. Estimated Lead Times

Any back order dispatch date, restock window, or delivery estimate shown on the website, at checkout, or in order communications is an estimate only.

Back order times may be affected by:

• supplier delays;
• manufacturing delays;
• import or customs processes;
• courier disruption;
• stock allocation issues; or
• events beyond our reasonable control.

We are not liable for delays to back ordered items where those delays arise outside our reasonable control.

4. When a Back Order Is Placed

When you place an order for a back ordered item, you are making an offer to purchase that item.

After checkout, you may receive an order confirmation email acknowledging receipt of your order. This acknowledgement does not mean your order has been accepted.

A contract between you and us is formed only when we accept your order and dispatch the goods.

5. Payment for Back Ordered Items

Payment for back ordered items may be taken at the time you place the order, using the payment method selected at checkout.

Placing a back order does not guarantee supply. If we are unable to fulfil the item, we may cancel the affected part of the order and refund the relevant amount to your original payment method.

6. Dispatch of Back Ordered Items

Back ordered items will be dispatched once stock becomes available to us and your order is ready for fulfilment.

Where an order contains both in-stock items and back ordered items, we may:

• hold the order until all items are available; or
• dispatch items separately, where operationally possible and appropriate.

Where separate shipment results in any additional delivery charge, this will only apply where clearly stated at checkout or agreed with you in advance.

7. Changes to Availability

In some cases, a supplier may discontinue an item, reduce available stock, delay supply unexpectedly, or allocate stock differently than expected.

If this happens, we may:

• contact you with an updated estimated timeframe;
• offer a suitable alternative where appropriate;
• cancel the affected item or order; or
• issue a refund for the affected item.

We reserve the right to refuse, limit, or cancel a back order at our discretion where stock cannot be secured, product information is incorrect, payment cannot be authorised, or we reasonably suspect fraud, misuse, or unlawful activity.

8. Cancellations by the Customer

If you wish to cancel a back order, please contact us as soon as possible at help@bacwaterdirect.co.uk.

If the back ordered item has not yet been dispatched, we may be able to cancel the order and issue a refund.

If the item has already been dispatched, cancellation may no longer be possible before delivery, and the order will instead be treated in line with our Shipping, Returns & Refunds Policy and Terms & Conditions.

9. Refunds for Unfulfilled Back Orders

If we cancel a back ordered item because it cannot be supplied, or if we agree to cancel it before dispatch, any approved refund will be made to the original payment method used at checkout.

We are unable to issue refunds to a different card, account, or payment method.

Refund processing times may vary depending on your bank or payment provider.

10. Mixed Orders

If your order includes more than one item and one or more items are on back order, we may choose to fulfil the order in full once all items are available, unless otherwise stated.

Where only part of an order can be supplied, we may contact you to confirm how you would like us to proceed or process the available and back ordered items separately where appropriate.

11. Customer Responsibility

It is your responsibility to review the product page, availability notice, and any back order messaging shown before completing your purchase.

By placing an order for a back ordered item, you acknowledge that:

• the item is not currently ready for immediate dispatch;
• dispatch and delivery dates are estimates only; and
• delays may occur outside our reasonable control.

12. Contact Us

If you have any questions about a back ordered item, estimated availability, or the status of your order, please contact us at help@bacwaterdirect.co.uk.

To help us respond faster, please include:

• your full name;
• your order number;
• the email address used for your order; and
• a brief summary of your query.