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Shopping with IWA

Delivery

FREE standard delivery when you spend over £20

For orders up to £19.99 standard delivery is £3.25

Please note that due to Covid-19 the delivery time for items ordered from our shop is up to 10 working days.

Delivery to Europe costs 20% of the Order Plus £5.

Refund & Returns

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.

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.

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.

To return an item, please complete the return form included with your order, 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.

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.

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.

Terms & Conditions

The following terms and conditions apply to all orders for the purchase of products from IWA’s Online Shop. They are in addition to the general Terms & Conditions for the use of IWA’s websites and the Returns Policy above.

These terms and conditions apply to the use of IWA’s online shop and by accessing this website and/or placing an order you agree to the accept these terms and conditons.

Every effort is made to ensure accuracy and availability of all products advertised on IWA’s online shop. Sometimes, circumstances beyond our control may result on prices changes or non-availability of items; we will make every endeavour to inform you of any such changes as soon as we can, but we cannot accept any responsibility for inability to complete any order or any consequential loss relating thereto.

When ordering goods from IWA’s online shop for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from IWA’s online shop, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. You should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

IWA’s shop is part of The Inland Waterways Association is a non-profit distributing company limited by guarantee. Registered office: Island House, Moor Road, Chesham HP5 1WA. Company registration number 612245. Charity registration number 212342.