Delivery, returns and warranty

Delivery Policy

At Watergate, we strive to provide an exceptional delivery experience for all our customers.

1. Free Shipping: We offer free standard delivery on all orders. For those who need their items sooner, we offer Next Day Delivery for an additional £9.99.

2. Swift Dispatch: Standard delivery typically takes 3 to 4 working days. Next-day delivery orders placed before 10am (UK time) are typically shipped the same business day. Orders placed after this cut-off may require an extra business day.

3. Weekend Orders: Orders made on Fridays, Saturdays, or Sundays will be processed and dispatched on the following Monday (or the next working day in case of public holidays).

4. Shipping Partner: For UK deliveries, we usually use DPD.

5. Tracking Info: Once your order is scheduled for shipment, you’ll receive an email with tracking details.

6. Transit Delays: While we aim for prompt delivery, we cannot be held responsible for delays caused by the courier service or factors outside our control.

7. International delivery: We offer international delivery for customers located outside the UK. If there is no authorised reseller in your country, you can purchase directly from Watergate by contacting us at hi@watergate.ai

Returns Policy

We want you to be happy with your Watergate product. If for any reason you’re not satisfied:

1. Return Window: You have 30 calendar days from the date of purchase to return a product. Whether it’s a change of mind or a gift that wasn’t quite right, we’re here to help.

2. Condition of Returns: Items must be unused, undamaged, and returned in their original condition and packaging.

3. Return Shipping: Simply email our customer service team at support@watergate.ai to initiate a return. We strongly recommend using a trackable shipping service for all returns to ensure safe delivery back to us.

4. Processing Your Return: Once received and inspected, eligible returns will be refunded via your original payment method within 5-10 working days.

Warranty Policy

1. Warranty Period: All Watergate devices come with a 2-year warranty from the date of purchase. We offer extended warranty options for 3 or 5 years. For more details, please feel free to contact us directly.

2. Coverage: If your device experiences issues due to a manufacturing fault (not caused by the end-user), we’ll replace it free of charge.

3. General rules: Watergate warrants this product to be free of defects in materials and workmanship for a period of two years from the date of purchase by the original purchaser-owner.

   Watergate will repair or replace defective products at our own expense. Repair or replacement may be performed by an authorised third party of Watergate’s choosing. If the product is no longer available at the time of a warranty claim, Watergate reserves the right to replace it with one of equal or greater value, or refund the original purchase amount (at our sole discretion).

   To submit a warranty claim, the original purchaser-owner should submit the following information to support@watergate.ai:

   • product name or model number,
   • proof of purchase including the date of purchase,
   • such as an invoice or receipt,
   • proof of installation by a trained,
   • accredited professional,
   • a description of the problem with supporting documentation such as photographs or videos.

   If proof of the date of purchase cannot be supplied, the warranty period will be considered to have started from the date of manufacture.

   This warranty applies only if the product was professionally installed by a trained and accredited plumber, operated and maintained in accordance with these instructions, guidance, and the relevant British and European Standards and health and safety legislation and regulations. It does not apply to second-hand products, ex-display products, to any consumable part of products (such as seals or batteries); to products damaged due to environmental influences such as exposure to chemicals, limescale, excessive temperature or humidity, storm, flood or frost, or power spikes; or due to unreasonable usage or negligence by you or anyone other than Watergate. Normal wear and tear is not covered by the warranty.

   This warranty will be voided if you modify the product in any way using spare parts or accessories other than those supplied or approved by Watergate.

   This warranty replaces all other warranties and you agree that no other warranty, express or implied, or representation may be relied upon by you. Save for a valid warranty claim as set out above, Watergate will not be responsible for any loss, damage, expense or incidental or consequential damage of any kind, including but not limited to alleged liability under warranty, contract, negligence or other tort, arising in connection with the sale, installation, use or repair of any products or parts (save that nothing in this Warranty and Safety information excludes or limits liability for fraudulent misrepresentation, or death or personal injury resulting from negligence). Watergate’s liability will not exceed the contract price paid for the product claimed to be defective. We encourage all users to follow our installation and usage guidelines carefully to ensure longevity and optimal performance.

4. Cost of Swap: While we provide a free replacement device under warranty, customers are responsible for the cost of the exchange process. We’ll supply a shipping label for returning the faulty unit, and any associated shipping or handling fees will be communicated upfront.

5. How to Make a Warranty Claim: Contact our support team at support@watergate.ai with your original proof of purchase, details about the issue, and photos (if applicable). We’ll assess the claim and guide you through the replacement process.