Shipping policy

Welcome to FCI Water Systems Europe and our website and shop at www.calmerseas-fci.com. This policy applies to all purchases you make from FCI Water Systems Europe, 85 Great Portland Street, First Floor, London, England, W1W 7LT (“FCI Water Systems Europe”, “we”, “us”, or “our”) through our website. It is your responsibility to familiarise yourself with this policy.  

 

By placing an order for any of our products, you represent that you have read this policy and that you agree to and fully accept the terms of this policy. If you do not agree with or fully accept the terms of this policy, please do not place an order with us. 

 

If you have any questions or comments on this policy, please email us using accounts@calmerseas.co.uk. 

 

DELIVERY  

All orders will be processed and shipped as soon as possible. Orders placed on a Saturday, Sunday, or public holiday will not be dispatched until the next working day.  

 

DELAYS 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. We do not ship on Saturday, Sunday, or Local/Public Holidays. 

IMPORT DUTIES AND TAXES 

If you order goods on our website for delivery overseas, additional import duties and taxes may apply and will be charged once the order reaches the specified destination. Any additional charges for customs clearance should be borne by you. We have no control over these charges and cannot predict what they will be. If these charges are not paid, your order may be returned to us, and we will not be able to refund the shipping charges. 

 

There may also be charges for returning your order, which will be deducted from any refund amount. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this case, we will not be able to refund the product or shipping charges for these reasons. 

 

Please note that there may be restrictions on shipping to you in relation to certain items and order value. You may also be required to provide certain documentation to clear your order when it arrives in your destination country. This may vary from country to country, and we encourage you to check with your local customs office for further information before placing your order. We cannot refund any shipping costs if your order is returned for any of these reasons. 

 

RISK OF LOSS 

All items purchased are delivered under a shipping contract with our carrier. This means that the risk of loss and title for these items passes to you upon delivery of your order to our carrier. If you have not received your order within 25 working days of the dispatch date, please contact us. We ask that you contact us as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we will not be able to track your order or issue a refund. 

 

MY DELIVERY IS DAMAGED; WHAT CAN I DO? 

If you have received a damaged item, please email us within 14 days of delivery and include pictures of the damaged item so that the damage can be verified. Please do not dispose of the item until you have heard back from us. A claim can only be considered if it can be clearly shown that the item(s) are faulty or damaged. 

 

CHANGES AND ORDERS PLACED IN ERROR 

If you have placed an order in error or you have made a mistake when placing the order, you must contact our customer service team as soon as possible, within one hour of placing the order so that we can amend or cancel the order before it is dispatched. If your order has already been dispatched, we cannot amend or cancel the order until you have returned it to us.  

 

CHANGE OF ADDRESS 

We cannot change or update a shipping address once an order has been shipped. Please check your shipping details before submitting your order and email us before your order is dispatched if you wish to change your address. 

 

REFUSE DELIVERY 

If you have refused delivery or plan to refuse delivery of your order because you wish to cancel it, please contact us.  

 

ORDERS RETURNED TO US 

If your order is returned to us due to multiple failed delivery attempts, non-collection, or an insufficient/wrong address, we cannot refund any delivery charges. 

 

RETURNS 

Before requesting or arranging a return, please read the following information carefully. You can return any delivered products you have purchased for any reason within 30 days of delivery. To do so, you should notify us in writing by email or post within 5 working days of delivery. If you are returning a product for any reason other than damaged products, you should pay the cost of returning the product(s) to us.  

 

WHEN WE DO NOT ACCEPT RETURNS 

We do not accept returns if the product(s): 

 

  • has been opened,  

  • damaged,  

  • altered or  

  • adapted or treated as your property.  

 

While in your possession, you should keep the product(s) you wish to return to us unopened and in good condition. The product(s) should be returned in the same condition in which it was delivered. 

 

HOW TO RETURN 

Please ensure that returned products are well packed to avoid damage or loss of parts during transit and ship them to the address shown below. Refunds may be reduced for returned products that can no longer be sold as new because they have been opened, damaged, or show signs of wear and tear.  

 

For returned products worth more than £50, it is advisable to use a trackable shipping service or take out shipping insurance. We cannot guarantee that we will receive your returned product. 

 

RETURN POLICY 

To receive a full refund, the product should be: 

 

  • in its original packaging, 

  • unopened, 

  • be in a resalable condition, 

  • be complete and as purchased, 

  • accompanied by a valid proof of purchase, and 

  • be returned to us within 30 working days of purchase. 

 

REFUNDS 

Refunds will be processed within 7 days and made to the payment method used at the time of purchase. For currency conversions, refunds will be made in the currency in which you paid for the order. We accept no responsibility for any loss or gain arising from changes in exchange rates between the time of order and the time of refund. 

 

LATE OR MISSING REFUNDS 

If you have not received a refund within 14 days of us notifying you that your refund has been issued, please double-check your bank account and contact your bank or credit card company. If you have done all this and still have not received your refund, please contact us. 

 

DOES THIS POLICY CHANGE? 

We may update this policy from time to time. This might be for a number of reasons, such as to reflect a change in the law or to accommodate a change in our business practices. This policy was last updated on Friday, 24 January, 2025. 

 

WHO SHOULD I CONTACT FOR MORE INFORMATION? 

If you have any questions or comments about this policy or wish to exercise your rights under applicable laws, please contact us using the details provided above.