Delivery

All the goods that are in stock are dispatched the same day with next working day delivery if ordered before 4PM. Order by 4PM today, receive it next working day. For special requirements (i.e. a unique tap colour) please allow up to 3-4weeks. 

At Zelal Water we strive on customer support and you’ll be updated of your order at every stage of the journey. Refunds will be handled through email if necessary.

Returns

Our policy lasts 30 days. If 30 days have gone by since your order was received, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer but to Zelal Water. Returns address: 

Zelal Water
StoreSafe
Harbet Road
Edmonton
London N18 3QP

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 15 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please email us at info@zelalwater.co.uk

Sale items (if applicable)

Both regular priced and sale priced items may be refunded, if you’ve purchased an item on sale, you’ll be receiving the amount you’ve paid for the sale item.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@zelalwater.co.uk and send your item to: Zelal Water, StoreSafe, Harbet Road, Edmonton, London N18 3QP

Shipping

To return your product, you should mail your product to: Zelal Water, StoreSafe, Harbet Road, Edmonton, London N18 3QP

We will provide you with a returns label if your return is approved and it’s a fault with the system. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

All returned items will be tracked and we will notify you of the progress. We advise you provide your email address or telephone number to be notified.

All orders will require a signature on delivery. Whilst we will make every effort to deliver within the time stated on our website, we will not be liable for any loss caused to you by late delivery. Please notify us as soon as possible by email if you do not receive your goods within a reasonable time. We will endeavour to get your goods to you as soon as possible or you may cancel your order and obtain a refund. We will attempt to deliver your order to your delivery address. For security reasons, overseas orders will only be delivered to the cardholder’s billing address. Oversea orders, delivered outside the United Kingdom and Europe may be subject to local duty and customs taxes. In this case, our goods are supplied DDU (delivery of duty unpaid). This means that Zelal Water is responsible for making a safe delivery of goods to a named destination, paying all transportation expenses but not the duty. Zelal Water Ltd bears the risks and costs associated with supplying the good to the delivery location, where the buyer becomes responsible for paying the duty and other customers clearing expenses.

Right of Cancellation

The United Kingdom’s Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. If you wish to cancel your order please email us with details of your cancellation. If you have already received the products you must contact us to obtain a return authorisation before sending goods back. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition. If the goods are in re-saleable condition, we will not refund any postage costs incurred.

Damaged Goods

We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email us within 3 working days of receipt of your order. We will either replace the goods or arrange a refund as appropriate. We will also either arrange for the damaged goods to be collected or, if appropriate, kindly request that you return them to us and we will pay you the cost of the return postage. Please contact us by email and we will issue you a returns number (which you will need to include in the package) and instructions on how to return the goods to us.

Complaints / Feedback / Recommendations

Please feel free to give us any feedback, recommendations or comments about our service and website. We take this very seriously and aim to deal with any problems or difficulties in a timely, fair and effective manner. Please email us on info@zelalwater.co.uk