Effective date: 22/03/2026
Website: https://bacwaterdirect.co.uk
Business name: BacWaterDirect UK, BacWaterDirect
Customer support email: help@bacwaterdirect.co.uk

At BacWaterDirect, we aim to keep shipping, returns, and refunds clear and straightforward. Please read the information below before placing your order.

1. Shipping Information

Dispatch Times

Orders are normally processed and dispatched within 2 business days.

Dispatch times are estimates only and may vary during peak periods, holidays, or where additional checks are required.

Delivery Carrier

We use Royal Mail for order delivery.

The delivery method used may vary depending on parcel size, destination, and service availability.

Signature Requirement

Some orders may require a signature on delivery. This may depend on the value of the order, the delivery service selected, or the type of product being shipped.

Where a signature is required, it is the customer’s responsibility to ensure that someone is available at the delivery address to receive the parcel.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

We are not responsible for delays, losses, or failed deliveries caused by incorrect or incomplete address information supplied by the customer.

Failed Delivery Attempts

If a parcel cannot be delivered due to:

an incorrect address;
failure to collect the parcel;
refusal of delivery; or
repeated unsuccessful delivery attempts,

the parcel may be returned to us. In such cases, we may deduct any return shipping costs, re-delivery fees, or handling charges from any refund where appropriate.

2. Lost, Delayed, or Missing Parcels

If your parcel has not arrived within the expected delivery window, please contact us at help@bacwaterdirect.co.uk as soon as possible.

To help us investigate, please include:

your full name;
your order number;
your delivery address; and
any tracking information received.

Lost Parcel Process

Where a parcel appears to be lost, we may:

confirm the delivery details provided at checkout;
review tracking updates with the delivery carrier;
ask you to allow a short additional period in case of courier delay;
open an investigation with the carrier where appropriate.

We may not be able to treat a parcel as lost until the carrier’s investigation period has passed.

If a parcel is confirmed as lost in transit, we will, at our discretion:

send a replacement; or
issue a refund to the original payment method.

We are not responsible for parcels confirmed as delivered to the address provided at checkout, unless there is evidence of carrier error.

3. Returns Policy

Change-of-Mind Returns

If you wish to return an item because you have changed your mind, you must contact us within 14 days of receiving your order at returns@bacwaterdirect.co.uk.

Returned items must be:

unused;
in their original condition;
in their original packaging & sealed state; and
returned in a resaleable condition.

Unless the item is faulty, damaged, or not as described, the customer is responsible for return shipping costs.

Non-Returnable Items

Due to health protection, hygiene, sterility, safety, and chain-of-custody reasons, certain products are not eligible for return once unsealed, opened, tampered with, or otherwise no longer in their original sealed condition.

This may apply to sterile products and other sealed items where, once opened, we cannot verify that they have been handled, stored, or preserved in a way that makes them suitable for resale or safe redistribution.

We do not accept returns of these products unless they are:

faulty;
damaged on arrival; or
not as described.

Return Approval

Before sending any item back, you must contact us first to request return instructions.

Unauthorised returns may be delayed, refused, or returned to sender.

Return Shipping

Unless the return is due to our error or the item is faulty, damaged, or not as described, you are responsible for the cost of returning the goods to us.

We recommend using a tracked delivery service, as we are not responsible for return parcels lost in transit.

4. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, contaminated on arrival, or not as described, please contact us within 48h of delivery or within a reasonable time after discovering the issue.

Please include:

your order number;
a description of the problem; and
clear photographs where relevant.

We may ask for additional information before approving a refund, replacement, or other resolution.

Where a product is confirmed to be faulty, damaged, or incorrect, we may offer one of the following:

a replacement;
a refund;
a partial refund; or
another appropriate resolution.

5. Refund Policy

When Refunds Are Issued

Refunds may be issued where:

a valid return has been received and approved;
an order is cancelled before dispatch;
a parcel is confirmed lost in transit;
an item is faulty, damaged, or not as described; or
we are otherwise required to provide a refund.

Refund Method

All refunds 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 Times

Once approved, refunds are usually processed within 10 business days.

Your bank or payment provider may take additional time to show the refunded amount in your account.

Deductions From Refunds

Where permitted, we may reduce a refund if:

returned goods show signs of use beyond what is necessary to inspect them;
items are returned incomplete or not in their original packaging;
the return is caused by an incorrect address or failed delivery for reasons within the customer’s control.

6. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

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

If the order has already been dispatched, cancellation may no longer be possible before delivery, and the order will instead be treated under our returns policy.

For sealed products supplied for health protection, hygiene, sterility, safety, or chain-of-custody reasons, return eligibility may be lost once the item has been unsealed after delivery.

7. Contact Us

For all shipping, return, refund, or delivery issues, contact us.

To help us respond faster, please include your order number in all correspondence.