Returns Policy and Terms

We want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy:

Click here to download a Sales Return Form

Our 30-Day Returns Guarantee

Our ‘no quibbles’ guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition unopened (with any seals and shrink wrap intact), within 30 days, and we will issue a full refund for the price you paid for the item.

Defective item

You have the right to return an item within a reasonable period of time. If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will either exchange the item concerned and resend to you at our expense, or (if you wish), we will refund the cost of the product and delivery charges incurred in sending the item to you and pay your costs of returning it to us. We will refund the cost of the item and the cost of sending the item to you as follows:

  • where you return an item that was part of a larger order, we will refund the difference in the delivery cost you would have paid had that item not been ordered.
  • where you return an entire order, we will refund the delivery charges that you paid.
  • we will refund only standard (Airmail) postage charges for items delivered within the European Union outside the UK.

In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.

Items returned under the 30-day returns guarantee

Where you are withdrawing from your purchase between 14 and 30 days after delivery and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery.  This returns policy does not affect your statutory rights.

To return an item

To return an item, please complete the return form, wrap the package securely, preferably in the original packaging in which it was sent to you. In the case of a defective product, or other error on our part, please provide a full description of the fault. Please remember to enclose the form with the products.

Cancelling an item

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item beginning with the day after the day on which the item is delivered. This applies to all our products. To cancel this contract, please pack the relevant item securely along with the completed form below and send it to us so that we receive it within 14 working days after the day that the item was delivered to you. For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty.

Returns Address

The address to send any item back to us is:
IWA Sales Returns, Island House, Moor Road, CHESHAM, HP5 1WA
(Please do not use any other address or variation – postage must be paid on all goods returned)


Complaints should be sent to IWA Complaints, Island House, Moor Road, CHESHAM, HP5 1WA.


Standard Delivery

Orders from IWA's shop will be dispatched within two working days and sent via Royal Mail.