Damages, Shortages and Returns Policy

I. Scope of this Policy

This policy applies to all trade purchases of Legend™ products made from Aquacoffeeshop Ltd (“Aquacoffeeshop”, “we”, “us”) by approved business customers (“Resellers”). Our aim is simple: if something goes wrong with an order, we will put it right quickly and fairly.

This policy is in addition to, and does not limit, any rights a Reseller has under the Sale of Goods Act 1979 or other applicable law.

II. Damages in Transit

On delivery

Please check the number and condition of parcels or pallets when they are delivered. If the outer packaging is visibly damaged, note this on the carrier’s delivery record (for example “2 boxes damaged”) or refuse the damaged parcel. If you do not have time to inspect the goods, please sign as “unchecked”.

Reporting

• Visible damage must be reported to us within 2 working days of delivery.
• Concealed damage (where the outer packaging appeared undamaged) must be reported within 5 working days of delivery.
• Please include your order number, a short description and photos of the damaged product, the packaging and the shipping label.

Our remedy

We will send a free replacement with your next dispatch or, if you prefer, issue a credit note or refund for the damaged items. You will not normally need to return damaged goods; we may ask you to keep them for a short period for carrier inspection, or to dispose of them safely.

International shipments

Orders for delivery outside the United Kingdom are shipped in one of two ways:

• Reseller’s own carrier: the Reseller arranges collection with its own carrier or forwarder. Risk passes to the Reseller when the goods are handed to that carrier, and any transit claim should be made against the carrier. We will provide any documents needed to support the claim.
• Shipping arranged by us at the Reseller’s cost: on request, we can arrange international delivery, with the full shipping cost (and optional transit insurance) charged to the Reseller and agreed before dispatch. If goods are damaged or lost in transit, we will raise the claim with the carrier or insurer on the Reseller’s behalf and pass on any compensation received.

Not covered

Damage that occurs after delivery, for example during storage, handling or display, or through incorrect storage conditions.

III. Shortages and Incorrect Items

Shortages and incorrect items must be reported within 2 working days of delivery, quoting your order number. We will send the missing or correct items free of charge with your next dispatch, or issue a credit note or refund if you prefer. Where we have sent an incorrect item, we will arrange and pay for its return, and no restocking fee applies.

IV. Faulty Products

Cover

• Treatments, supplements and other consumables: covered against defects until the best-before or expiry date shown on the product, provided they have been stored as directed.
• Equipment: covered against defects in materials and manufacture for the warranty period stated in the instruction manual supplied with each product (1, 2 or 3 years, depending on the product), from the date of our invoice.
• Glassware: covered against manufacturing defects on delivery; breakage in transit is handled under section II.

Exclusions

Normal wear parts (such as seals, impellers, UV-C lamps, filter media, tubing and batteries), breakage after delivery, damage caused by misuse, incorrect installation or failure to follow the instructions, unauthorised repairs or modifications, and use with non-original parts.

How faults are handled

Please send us the product name, batch or serial number, a description of the fault and, where possible, photos or a short video. In many cases we can resolve a claim from this evidence alone. If we need the product back, we will provide a prepaid return label. We will then repair or replace the product, or issue a credit note or refund. No restocking fee applies to faulty products.

Claims from your customers

Where one of your customers reports a fault with a Legend™ product, you may pass the claim to us and we will replace or credit the affected product under this section. Our technical team is also happy to speak with you, or with your customer, about correct use of the product – many issues can be resolved this way without the need for a return.

V. Returns of Unwanted Stock

We understand that ranges change and stock does not always sell as expected. Unwanted products may be returned on the following terms:

• the return is requested within 30 days of the invoice date and a Return Authorisation (RA) number is issued by us before the goods are sent;
• the products are unopened, undamaged and in their original sealed packaging, in a condition suitable for resale;
• consumable products have at least 6 months of shelf life remaining;
• the Reseller arranges and pays for return carriage (a tracked service is recommended).

The restocking fee is waived where the return is exchanged for other Legend™ products of equal or greater value. Special orders and custom-made items cannot be returned unless they are faulty. Goods sent without an RA number may be refused or returned at the sender’s cost; if this happens we will contact you first.

VI. Credits and Refunds

Once returned goods have been received and checked, or a claim has been accepted, we will issue a credit note or refund within 10 working days. Resellers may choose between a credit to their trade account or a refund to the original payment method. We refund the original outbound delivery charge where the whole order is affected by our error or by transit damage.

VII. How to Make a Claim

Please email sales@aquacoffeeshop.com with your order number, the products concerned and photos where relevant. We will acknowledge your claim within 2 working days and keep you informed until it is resolved. Please contact us before sending any goods back so that we can arrange the most convenient solution for you.

VIII. General

Aquacoffeeshop may update this policy from time to time; the version in force on the date of your order applies to that order. This policy is governed by the laws of England and Wales. Nothing in this policy excludes or limits any liability that cannot be excluded or limited by law.

Aquacoffeeshop Ltd is registered in England and Wales under company number 13850565. Registered office: 15 Hatfield Walk, Crawley, RH11 6EH, United Kingdom. VAT No. GB401762820.