Frequently Asked Questions
Opening Hours
We are open 6 days a week, Monday - Friday 8am-6pm and Saturday 9am-1pm. (We are open across the Christmas holiday period, except bank holidays)
Our Flagship store, warehouse and main head offices are located in the City of Lincoln, Lincolnshire. We have an expert team on hand to assist with your customer experience.
Feel free to pop in for a free demonstration, to view different products in stock, or to pick up your new purchases, saving on delivery costs.
How can I pay online?
We accept all major credit and debit cards online including Mastercard, Maestro, Visa, Visa Debit, Visa electronic. If you would like to pay by pro forma invoice please call our customer service team on 01522 509383.
Card payments are secured using a world leading Qualified Security Assessor and encrypted to the highest global standards by Sage Pay. All our transactions go through fraud prevention tools to check if card details have been compromised to prevent someone illegally using cards.
Delivery Costs
We charge a flat fee of £3 for orders below £15. Orders over £15 are delivered for free within mainland England, if you are unsure about delivery cost please call us on 01522 509383.
Delivery Timescale: When will I receive my order?
Most orders arrive within 3-5 working days.
We ship items upto 6pm Monday - Friday and up to 1pm on Saturdays. Orders placed after 1pm on a Saturday or on a bank holiday are processed the next working day.
We will always choose the most efficient way to deliver your order from our trusted couriers and haulage companies. Proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
If you require an emergency next day delivery please call our customer care team on 01522 509383.
National Salt Deliveries
For all orders over 10/20 bags/packs, we will be delivering out on pallets. All deliveries of pallets will be a kerbside delivery and as such, it will be the recipient's responsibility to move or unload these pallets.
Pallets will be left with the buyer, so it will also be your responsibility to dispose of your used pallet.
For orders over 1000kg, a fork lift is required to unload and move your pallet order. Our second party delivery service may reserve the right to refuse delivery, if you do not have the required tools to move your order and a delivery price may be applicable to failed deliveries.
Local Salt Delivery Schedule
Your salt order may be delivered by one of our drivers if you live in Lincolnshire or Humberside regions.
For local customers, we offer a special offer: buy 12 bags of salt, receive a 13th bag free (one free bag of salt will automatically be added to any orders of 12 bags).
We aim to deliver to our local customers within 10 working days from ordering. If you are low on salt, please give us a call and we can change your delivery to a National Service Provider, but we can no longer honour our free bag of salt offer in these instances.
Our local salt deliveries schedule:
Week One:
Monday
Caistor, Woodhall Spa, Market Rasen, Boston, Horncastle, Skegness, Surrounding Areas
Tuesday
Sleaford, Grantham, Bourne, Spalding, Newark, Surrounding Areas
Wednesday
Grimsby, Scunthorpe, Barrow, Barton, Surrounding Areas
Thursday
Burton Waters, Doddington, Thorpe on the Hill, North Hykeham, Waddington, Harnston, Surrounding Areas
Week Two:
Monday
Gainsborough, Scotter, Sturton, Snitterby, Kirton in Lindsey, Messingham, Surrounding Areas
Tuesday
Sleaford, Grantham, Bourne, Spalding, Newark, Surrounding Areas
Wednesday
Hull, Surrounding Areas
Can I collect my order?
Absolutely yes, we love saying hello. You’re welcome to collect form our Lincoln or Hull location during our opening times. Due to our recent expansion at our Lincoln showroom we do ask you are mindful to park in the designated car park and use only the public showroom entrance.
What happens if you are out of stock?
During the online order you will normally be alerted if an item is out of stock and asked if you want to pre-order. Pre-ordered deliveries normally arrive within 10-14 working days and we will keep you updated if there are any delays to this with the option to receive a full refund at any time whilst you’re waiting for the item to be dispatched.
Can I refund or Return an Item?
These terms apply to orders placed on water-systems.co.uk. We may change our Refund & Returns policy at any time, so please do not assume that the same terms will apply in the future.
To keep a record of these terms please save a copy of this webpage on your device.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
When can I refund an item?
Your legal rights in accordance with the Consumer Rights Act 2015 state that you are entitled to a full refund if;
an item is faulty,
not as described
unfit for it’s described purpose.
Items that are exempt from the refund policy are;
Items clearly marked as damaged goods including but not limited too products in damaged packaging.
Items that have been serviced or repaired after purchase by anyone other than our accredited service engineers.
Our Policy:
In addition to these rights we are happy to refund an order you have placed mistakenly or where the wrong item has been ordered up to a period of 14 days after you have received the order. Items must be received by us in their original state and you are encouraged to ensure the full item value is insured by your chosen delivery method.
When can I cancel an order?
You can cancel your order any point up to when we dispatch it. After that we won’t be able to recall your order however the Distance Selling directive does mean you can still cancel and get a refund after that point.
You must let us know within 14 days of receiving your order that you’d like to cancel. You can do this on email to orders@water-systems.co.uk, by phone on 01522 509383 or via the contact form on this website.
You’ll then have up to 14 days to return the goods to us. You accept responsibility for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.
We will ensure you are refunded to the payment method used in the original purchase within 14 days of us receiving the goods in their original condition.
This cancellation policy does not affect your rights when we are at fault – for example, if the goods are faulty or not as described in which case our standard refund policy applies.
Where do I return an item to?
Our address for returns is;
Returns, Greens Water Systems, 1 Longacre Business Park, Westminster Rd, Lincoln, LN6 3QH
Please include a note with your parcel with your invoice number, name and delivery address on so that we can process your refund. You may also wish to provide an email address or telephone number in case of any queries.
Some of our customers comments from over the years...
