14-Day Return Window
Requests for non-defective returns must be submitted within 14 calendar days of receiving your order.
RETURN ELIGIBILITY
What can—and cannot—be returned.
To protect product quality and hygiene, every return is assessed according to the return reason, product condition and the type of product purchased.
Eligible for return
- The return request is submitted within 14 calendar days of delivery.
- The product is part of Healthy Splash’s standard product range.
- The product is unused, uninstalled and has not been altered.
- The product is in its original, saleable condition.
- Original packaging, seals, labels, components and accessories are included.
- A valid order number or proof of purchase is provided.
- Dispenser packaging may be opened for inspection, provided the dispenser has not been installed or used.
Not eligible for change-of-mind returns
- A Signature Mist has been opened, unsealed or used.
- A custom or bulk order has been opened, installed, used or prepared specifically for the customer.
- A product has been installed, altered or combined with another system.
- A product has been damaged through misuse, negligence or incorrect installation.
- Components, accessories or essential original packaging are missing.
- The return request is submitted after the 14-day return period.
Assessment note: All returned products will be inspected before an exchange, store credit or refund is processed. Products should not be sent back until Healthy Splash has provided return instructions.
WHEN SOMETHING ISN’T RIGHT
We’ll help resolve the problem.
Every Healthy Splash order is checked before dispatch. If you receive an incorrect, incomplete, damaged, unsafe or defective product, contact us as soon as possible so we can assess the issue and arrange the appropriate solution.
Incorrect or Missing Products
If your order contains the wrong product, incorrect quantity or missing components, please do not use or install the affected product. Once the issue has been verified, Healthy Splash will arrange the appropriate correction without additional delivery charges.
Damaged During Delivery
Photograph the outer parcel, protective packaging, delivery label and damaged product as soon as the order is received. Keep all original packaging until the matter has been resolved. Do not use leaking products or install visibly damaged dispensers.
Defective or Unsafe Products
If a product does not operate correctly, appears unsafe or fails during normal use, stop using it and contact Healthy Splash with photographs or a short video demonstrating the problem. Qualifying defective goods may be returned within six months of delivery. Under the Consumer Protection Act, the consumer may choose repair, replacement or refund, with the return handled at the supplier’s risk and expense.
What to include with your request
- Order number or proof of purchase
- Customer name and contact details
- Product name and quantity affected
- Delivery date
- Clear description of the problem
- Photographs of the product and packaging
- Video showing the fault, where applicable
Important exclusions: Damage caused by incorrect installation, misuse, negligence, unauthorised alterations, unsuitable refills or failure to follow the supplied instructions may not qualify as a product defect.
THE RETURN PROCESS
A simple five-step return process.
Please follow the process below before sending any product back. Products returned without prior approval or the required information may take longer to assess.
1
Submit Your Request
Use the Healthy Splash contact form and select “Order problem or return.” Include your order number, contact details, the product concerned and the reason for requesting the return.
Request details
Include your order number, contact details, the product concerned and the reason for requesting the return.
2
Provide Supporting Information
We may request further information, depending on the reason for the return.
What we may request
- Photographs of the product and packaging
- A short video demonstrating a fault
- The product’s serial or batch information
- Confirmation that the product is unopened and unused
3
Wait for Return Instructions
We’ll review your request and confirm whether the product is eligible for return.
If approved
You’ll receive a return reference, the correct return address and instructions for sending or handing over the product.
4
Package the Product Securely
Return the product with its original packaging, labels, components and accessories.
Packaging and delivery
Use suitable protective packaging and clearly include the return reference. For non-defective change-of-mind returns, the customer is responsible for the direct return-delivery cost and should retain proof of delivery.
5
Inspection and Resolution
Once received, the product will be inspected against the approved return request.
Possible outcomes
Healthy Splash will confirm the outcome and process the applicable refund, exchange, store credit, repair or replacement.
Important: Do not send products back before receiving written return instructions. Products returned without prior approval or the required information may take longer to assess.
AFTER YOUR RETURN IS APPROVED
Choose the outcome that works for you.
Approved returns may be resolved through a refund, exchange or Healthy Splash store credit, depending on the reason for the return and the customer’s applicable rights.
Refund
Approved refunds will be returned to the original payment method.
- The refund will be based on the amount actually paid for the returned product.
- Healthy Splash should process the refund within 5–7 business days after inspection and approval.
- Your bank or payment provider may require additional time before the funds appear.
- Original delivery charges will be refunded where required by law or where the return resulted from an incorrect, damaged or defective order.
Exchange
An approved product may be exchanged for the same product or another available product.
- Exchanges are subject to stock availability.
- Any price difference must be paid before the replacement is dispatched.
- If the replacement costs less, the remaining approved amount may be refunded or issued as store credit.
- For non-defective change-of-mind exchanges, additional delivery charges may apply.
- Healthy Splash will cover reasonable delivery costs when the original product was supplied incorrectly or qualifies as damaged or defective.
Store credit
The approved return value may be issued as Healthy Splash store credit for a future purchase.
- Store credit will equal the approved refundable amount.
- Instructions for using the credit will be sent electronically.
- Store credit may be used toward any eligible product available through the Healthy Splash online store.
- Choosing store credit does not remove any statutory right to a refund where legislation gives the customer that choice.
Processing timeline
- 1Returned product received
- 2Product inspected
- 3Return outcome approved
- 4Customer notified
- 5Refund, exchange or store credit processed
RETURNS SUPPORT
Everything you need before starting a return.
Find answers to the most common return questions below. If your situation is not covered, contact Healthy Splash before sending any product back.
How long do I have to request a return?
Requests for non-defective products must be submitted within 14 calendar days of receiving the order. Different statutory periods may apply to incorrect, unsafe or defective goods.
Can I return an opened Signature Mist?
Opened, unsealed or used Signature Mists cannot be returned for change-of-mind reasons. This does not affect your rights if the product was supplied incorrectly or is damaged, unsafe or defective.
Can I open a dispenser’s packaging to inspect it?
Yes. A standard dispenser may remain eligible for return if it has only been inspected and is unused, uninstalled, complete and returned in its original packaging within the 14-day period.
Can I return a custom or bulk order?
Custom or specially prepared bulk orders may not qualify for change-of-mind returns once preparation, procurement or production has begun, or once the products have been opened, installed or used. Incorrect or defective orders will still be assessed separately.
Who pays for return delivery?
The customer is responsible for the direct return-delivery cost of an approved non-defective change-of-mind return. Healthy Splash will cover reasonable return costs for qualifying incorrect, damaged, unsafe or defective products when the return follows the provided instructions.
Should I send the product back immediately?
No. Submit a return request and wait for written instructions, a return reference and the correct return address before sending anything.
How long will my refund take?
Healthy Splash should process an approved refund within 5–7 business days after the returned product has been inspected. Your bank or payment provider may require additional processing time.
What happens if a product becomes defective after 14 days?
Contact Healthy Splash with your order details and evidence of the fault. Qualifying defective goods are protected for six months under the Consumer Protection Act.
Can I choose between a refund, exchange and store credit?
Approved non-defective returns may be resolved through any of these options. Where statutory rights apply, the available remedy will be handled according to the applicable consumer legislation.
Ready to request a return?
Have your order number, product details and supporting photographs ready so our team can assess your request efficiently.