09:00 - 17:00 - Monday to Thursday.
09:00 - 16:00 Friday
Salt Collection Box (Preorder required) - 07:00-19:00 Monday to Saturday.
Dorset Water Centre
Return & Cancellation Policy
This page explains how Dorset Water Centre handles returns, refunds, and cancellations, damaged items and faulty goods for online shop orders, deliveries, booked services and installed water-treatment products.
Returning Online Shop Products
This section is for shop products that can be bought through our online store. That includes salt blocks and tablets, replacement filter cartridges, EcoEgg Laundry detergent, and water hardness test kits.
You have a window of 14 days from receiving goods from Dorset Water Centre to let us know that you would like to return an item. From there, you have a further 14 days to return the item to us. This can be via post or, preferably, by visiting us in our Broadmayne office.
Salt products must be sealed and unopened for us to accept a return.
Replacement Filter Cartridges must be unused, preferably in their original packaging. If, instead, you'd like to hand in your old used filter to us, you can and we will dispose of it properly.
You must provide proof of purchase of the item that was received from us.
Products that cannot usually be returned
We cannot accept returns of salt products that have been opened.
We cannot accept returns of filter cartridges that have been used.
In the case that your product was defective or faulty, we can accept refunds for those products.
Salt Returns
We accept returns of salt that is unopened, undamaged and dry. You can return salt to us by delivering it back to our office in Broadmayne.
If you would like salt collected from you, give us a ring. We may charge you a fee equal to the delivery fee for your location.
Filter and Cartridge Returns
We only accept returns of unused filter cartridges. Preferably in their original packaging.
If you ordered the wrong filter by mistake, no worries, let us know by giving us a ring and you can either swap it out for another at our Broadmayne office, or we can collect the filter from you and provide the correct replacement.
If you are unsure which filter you need, contact us before purchasing and we'll let you know.
Damaged or Incorrect Deliveries
If you have been delivered damaged, or incorrect goods contact us as soon as possible. If possible, provide photos and keep packaging, having each product remain unopened.
We deliver everything in our own vans to ensure everything is safe and sound for you, and delivery is prompt.
If you find you haven't been delivered enough salt, let our delivery driver know or call our Broadmayne office and we will make-up the required difference at no extra cost to you.
Faulty Goods
If an item is faulty, not as described or does not do what it is supposed to do, please contact us. We will assess the issue and arrange a repair, replacement or refund where appropriate. This does not affect your statutory rights.
Cancelling Booked Services
Booked services cover servicing, repairs, home-visits, filter changes, and installation appointments.
To cancel a booked service, please let us know outside of 24 hours of your booked service via email or by calling us. You can rearrange, or cancel your appointment before this window at no cost.
If you cancel at very short notice, if our engineer is already traveling to you, or if we arrive and cannot access the property, we may charge a reasonable aborted-visit fee to cover travel time, labour time already committed and costs we cannot reasonably recover.
We will not charge for installation work that has not been carried out. Any charge will be based on the costs and time reasonably incurred at the point of cancellation.
Our aborted visit fee usually will be no more than the applicable call-out charge for your service zone, unless we have agreed otherwise in writing.
Installed water softeners and water-treatment systems
Installed water softeners and water-treatment systems are handled separately from standard shop returns because they may be selected for the property, ordered specifically, fitted into the plumbing and used after installation.
Systems for your property will be recommended after survey by one of our engineers.
After survey, when you agree to install, systems / parts may be specifically ordered for your setup.
Once installed, change-of-mind returns are not simple. An engineer must visit to safely uninstall your water softener, for which you may be charged a labour fee.
You can trade-in an old water softener for a discount on a newer model, or have a water softener removed for any reason (e.g. moving house and you would like to take it with you) and we will be happy to carry out that work for you. This work is not free of charge.
Water softener faults are handled by our engineer visits. If your system is faulty give us a ring and we'll book you in to come and fix it. Check the warranty on your machine for parts / labour.
Commercial and business orders
Commercial, trade and business orders may be subject to separate quote, invoice or contract terms. Where separate terms apply, these will be confirmed before the order is placed.
This does not affect any statutory rights that apply.
How to request a return, refund or cancellation
If you'd like to request a return, refund, or cancellation please contact us by email or call us. You can also come into our Broadmayne office too.
​Our Details:
Email: hello@dorsetwatercentre.co.uk
Phone: 01305 265548
Address: Unit H4, Roman Hill Business Park, Broadmayne, Dorchester, Dorset, DT2 8LY
Please include your:
Name
Order number, invoice number or postcode
Item or service
Reason for return/cancellation
Photos, if damaged or faulty
Refunds
We will refund you via your original payment method where possible. Otherwise we will refund you via bank transfer.
Refunds are processed within 14 days of us receiving your returned goods.
Delivery charges will be refunded where applicable.
Your statutory rights
Nothing in this policy affects your statutory rights. If goods are faulty, not as described or not fit for purpose, or if a service has not been carried out with reasonable care and skill, you may have additional rights under UK consumer law.