Shipping for all items to mainland U.K is free of charge. All items ordered under the 2kg weight bracket are dispatched by Royal Mail and any item over 2kg will be dispatched via Parcelforce to the specified delivery address.
Standard delivery is 3 - 5 working days. If you need it sooner or on a specific day, please let us know.
Shipping to the European countries is specified on our Shipping page.
Other countries will incur extra shipping charges. Please call 0845 10 80 685 (local call rate) or 01403 700794 for prices. We regret we are unable to ship Water Softener Salt to any European destination.
Whilst it is sometimes possible to dispatch your order for next day delivery, due to the high volume of orders being processed we aim to fulfill orders within 5 working days. Please contact us if you have particular needs and we will do our best to help.
Although Fountain Softeners endeavor to have your order with you within 3 - 5 working days, we cannot however, be responsible or be liable for orders delayed by Royal Mail, Parcelforce or any other carrier. We will always do our best to track down your parcel and get it to you as soon as possible.
**We recommend that you do not book your
plumber until you have received your goods, you have checked them and
are happy with them**. We cannot expect any liability for charges made
for re-booking plumbers.
Please make sure we have your mobile telephone number if you have one,
so that the carrier can give you a text the day of despatch, the day of delivery and a 90 minute delivery window.
By all means leave us with delivery instructions if you are going to be out and whilst we always pass these onto the carrier, we cannot guarantee that they will leave them as requested. Some insist on a signature in case the goods go missing.
All goods are checked before they leave our premises and leave in perfect condition. Please open and check your delivery the day you receive it and notify us by email or phone of any missing items or damage to the contents immediately. Delays in reporting missing items or damage may result in charges for replacement items. Thank you.
100% Guarantee - or your money back!
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions below, and we will exchange or refund it to the credit or debit cards of the person who originally placed and paid for the order
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes orders for any goods made to your specification.
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will refund you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation right apply.
We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the refund no later than 14 days after the day we receive back from you the goods supplied.
In cases where goods are returned after 14 working days following delivery, a £20 plus VAT charge will be deducted for the original delivery charge and a further £20 plus VAT if you would like us to arrange collection of the goods.
We must be advised of your wish to return the goods beforehand by phone or email to our customer service department. All goods must be returned to our delivery address - Fountain Softeners, Poplars Barn, Newpound, Wisborough Green, West Sussex, RH14 0EJ and ask you to keep a proof of postage. If you would like us to arrange a collection, please call for a quote.
If you exercise the right to withdrawal, you have the option of requesting a full refund or exchange of goods. If an exchange is requested, all shipping expenses shall be your responsibility.
If the goods are returned after the 14 day period due to a fault, they will be tested in our workshops. If no fault is found with the item this will be returned to you as promptly as possible. Items that are returned as faulty where no fault is found after testing, and are subsequently not required by the customer will be subject to a 25% handling charge of the original sale price.
Once you have called or emailed us, please use the returns form below and send with returned goods -