Shipping policy

Delivery areas

We currently deliver to addresses within mainland United Kingdom only.

Delivery and installation availability may vary depending on your postcode, product type and localservice coverage. Some areas may require additional delivery or installation time.

If we are unable to fulfil delivery or installation to your address, we will contact you as soon as possible.

Order processing and delivery times

We aim to process and dispatch orders as quickly as possible.

Estimated delivery times may vary depending on product availability, delivery address, courieravailability and whether installation is required.

- Water filters and replacement cartridges

Where water filters or replacement cartridges are ordered before 11:00am, we aim to ship these itemswithin 2 working days.

- Water softeners and larger product orders

For water softeners and larger product orders, we aim to deliver within 3–5 working days where stock isavailable and standard courier delivery is suitable.

Some products may require a separate installation appointment or delivery arrangement.

- Block salt

For eligible block salt orders placed before 11:00am, delivery is normally made within 3–5 working daysfrom the date of order.

Tracking details may be provided on request.

Please note that couriers are unable to enter your premises. Orders will usually be delivered to yourdoor or left with a concierge, where applicable.

- Products requiring installation

If you have purchased or requested an installation service, our Customer Care team or an approvedtechnician will contact you to arrange a suitable installation date and time.

We aim to contact customers within 48 hours to arrange installation where an installation service hasbeen requested.

Installation times may depend on your location, technician availability, product availability and access toyour property.

Delivery charges

Delivery charges, where applicable, will be shown during checkout before you complete your order.

Delivery charges may vary depending on the product, order size, delivery address and service selected.

If a delivery charge is not shown at checkout, please contact us before placing your order.

Delivery delays

We work hard to meet our estimated delivery and installation times. However, delays can occasionallyoccur due to courier delays, stock availability, weather conditions, installation scheduling, access issuesor circumstances outside our reasonable control.

If your order is delayed, we will contact you as soon as reasonably possible and keep you updated.

Checking your order on delivery

Please inspect your order as soon as possible after delivery.

If your item is defective, damaged, incomplete or incorrect, please contact us immediately so that wecan evaluate the issue and make it right.

Please include:

  • your order number;
  • your full name and contact details;
  • a description of the issue;
  • photos of the product, packaging and any visible damage, where relevant.

Cancelling or changing an order before dispatch

If you wish to cancel or change an order before it has been dispatched, please contact us as soon aspossible.

We will do our best to help, but we may not be able to cancel or amend an order once it has alreadybeen processed, dispatched, passed to a courier or scheduled for installation.

30-day return policy

We offer a 30-day return policy.

This means you have 30 days after receiving your item to request a return.

  • To be eligible for a return, your item must:
  • be unused;
  • be in its original packaging;
  • have labels and packaging in good condition so that the product can be resold at
  • full price;
  • include all parts, accessories, manuals and documents supplied with the product;
  • contain no personal data;
  • not be registered to a user.

You will also need your receipt or proof of purchase.

Need help?

If you have any questions about your order, delivery, installation, return or refund, please contact us:

Kube Water / Kinetico UK Limited

Bridge House, Park Gate Business Centre Park Gate, HampshireSO31 1FQUnited Kingdom

Telephone: 0808 164 2019
Opening hours:
Monday to Friday, 9:00am to 4:00pm
Email for returns and order enquiries: orders@kinetico.co.uk
General customer service email: info@kinetico.co.uk