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RETURN AND REFUND POLICY

Yorkshire Springs Reservoir Ltd, trading as York Water Purifier
Company No. 16023688 · 105 Bond Road, Mitcham, CR4 3HG, United Kingdom
Thailand operations: 210 Yaowarat Road, Krung Thep Maha Nakhon, Bangkok 10100

We build our purifiers to last, and we stand behind them. This policy explains exactly
when we refund, when we replace, and what we cover at no cost to you.

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1. YOUR 14-DAY RIGHT TO CANCEL
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You may cancel your order for any reason within 14 days of receiving it.

To cancel, email customerservice@yorksmartwater.com or call 020 3340 7727 (UK) or
+66 82 858 5000 (Thailand) with your order number. Return the goods within 14 days of
telling us. We refund within 14 days of receiving them back.

- Product still sealed and unopened: full refund of the product price.
- Product opened but not installed: refund of the product price, less any reduction in
  value caused by handling beyond what is necessary to inspect the item, as you would
  in a shop.
- Product already installed: refund of the product price, less the installation charge
  and less any reduction in value.

Return postage is paid by the customer unless the product is faulty or was sent in error.

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2. AFTER 14 DAYS — FREE REPLACEMENT, NOT REFUND
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After the 14-day cancellation period, we no longer offer refunds on purifiers that have
been opened or installed. Water purification units come into direct contact with drinking
water and cannot be resold once in use.

Instead, we replace them. If your purifier is faulty, damaged, or does not perform as
described:

  1. Contact us. A YORK-certified engineer visits and assesses the system.
  2. If it can be repaired or re-serviced, we do that at no charge.
  3. If you are still not satisfied, we install a brand-new purifier — free of charge,
     in a new box, including the labour to fit it.

We do not charge for replacement units, replacement parts, or the labour to install them,
where the fault is with the product. We take this position because we are confident in
our purifiers. If something is wrong, we would rather put a working unit in your home
than take one back.

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3. YORK CARE PLAN MEMBERS
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Active York Care Plan subscribers receive:
- Replacement filters at no cost
- Free installation of replacement filters
- Priority engineer response
- Free replacement of the purifier unit at any time during an active subscription where a
  major fault cannot be resolved on site

Care Plan benefits require the subscription to be active at the time of the request.

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4. FILTERS AND CARTRIDGES
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Sealed, unused cartridges may be returned within 14 days for a full refund.

Cartridges that have been unsealed, fitted, or exposed to water cannot be returned or
refunded for health protection and hygiene reasons, as permitted under Regulation 28 of
the Consumer Contracts Regulations 2013. Defective cartridges are replaced free of charge.

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5. FAULTY GOODS — YOUR SEPARATE RIGHTS
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Nothing above affects your rights when goods are faulty. Under the Consumer Rights Act
2015 (UK):
- Within 30 days of delivery: you may reject faulty goods for a full refund.
- Up to 6 months: we will repair or replace; if that fails you may claim a refund.
- Up to 6 years (England, Wales, NI) or 5 years (Scotland): you may have a claim for
  goods that were not of satisfactory quality when sold.

In Thailand, equivalent protections under the Consumer Protection Act B.E. 2522 apply.

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6. INSTALLATION AND SERVICE APPOINTMENTS
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Appointments may be cancelled or rescheduled with at least 48 hours' notice at no charge.
Less than 48 hours' notice may incur a charge as set out in your contract. Purifier
installation reschedules are free if made more than 24 hours before the slot, and £50
within 24 hours. Filter installation reschedules are permitted up to 6 hours before.

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7. HOW TO START A RETURN OR REPLACEMENT
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Email customerservice@yorksmartwater.com or call:
  United Kingdom  020 3340 7727
  Thailand        +66 82 858 5000
  WhatsApp        +44 7920 33 44 55

Include your order number and a description of the issue. Photographs help us resolve
things faster. We respond within two working days.

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8. YOUR STATUTORY RIGHTS
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Nothing in this policy affects your legal rights. Where the Consumer Rights Act 2015, the
Consumer Contracts Regulations 2013, the Thai Consumer Protection Act, the Direct Sales and
Direct Marketing Act B.E. 2545, or any other applicable consumer protection law grants you
greater rights, those rights take precedence over the terms above.