Thursday, December, 09, 2021

Name of supplier 

The Water Matrix Ltd. (‘we’ or ‘us’ in these terms and conditions) shall be supplying the goods to you.

The contract between us

We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your order brings into existence a legally binding contract between us.


The price quoted on our website will be charged to your card. We reserve the right to make price adjustments if it is discovered that the price is incorrect or to protect us from price rises for reasons such as suppliers price increase, new taxes and currency fluctuations. We will endeavour to contact you with details of the correct price and allow the cancellation of the order. If the goods have already been delivered and it becomes apparent that a mistake has occurred we reserve the right to require a settlement of the price difference or to collect the goods and provide a full refund of the purchase price.

Prices are subject to change without notice. We accept most types of credit card online. Payment will be made before the order will commence.

Should non payment arise any outstanding amount will be charged interest daily at 2.5% above RBS bank base rate.

When payment is to be made

You will need to make payment at the time you place your order. Please note that we will not be able to deliver the items until we have received payment (and this means that where you have paid by cheque or by credit or debit card, cleared funds have reached our bank account).

Delivery of goods to you

We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. We are not responsible for the handling of the goods once they are delivered to your premises.

Deliveries operate in your postcode on fixed days of the week and will be booked in before attempting delivery. All deliveries are on weekdays, between 8am-6pm.

When the delivery team call to confirm the day they are in your area it is normally possible to request that the driver makes a phone call prior to arrival. If you accept a delivery date which you subsequently fail to meet, a redelivery charge will apply.

Smaller items may be sent with parcel companies who will attempt delivery on a weekday without notice. Failed deliveries will be carded so that you have another opportunity to accept delivery. If a third delivery becomes necessary the cost will be charged to you as required by the parcel handler.

From the moment a carrier attempts to deliver the goods they are your responsibility and you are obliged to accept the goods when they are ready to be delivered.

We will process your order as quickly as possible. However, our products are sourced internationally and the quoted delivery times are approximate as delays associated with availability and delivery may be outside our control. We will not be responsible for any other losses due to not supplying the goods.

Where you do not comply with our attempts to deliver the goods we may, at our discretion, cancel the entire or part of the order and charge you for storage, shipping and insurance of the goods and make a handling and restocking charge. We shall also make a charge for any shortfall in subsequent sale price.

It is your responsibility to make any preparation for installation required and engage the services of a professional at your own expense if necessary.

We do not offer an installation, unpacking or assembly service. The responsibility of opening boxes or crates lies with you. For large and heavy items you agree that you are capable of unpacking, lifting, assembling and installing the item ordered. Where this is not the case you must engage the services of a professional at your own expense. You are responsible for disposing of associated packaging.

Any delivery surcharges applied are also applied again in the event of a cancellation after the goods have been dispatched. Delivery cost within England will be quoted on your invoice all destinations outside of England will be quoted on an adhoc basis and you will be notified of that cost at the point of sale. This cost will then be added to your invoice.

By signing the delivery note you accept that the goods have been received in perfect order.   We are not responsible for the acts or omissions (negligent or otherwise) of the delivery carrier and in the event you need to contact the delivery carrier we will provide contact details on request.

When delivery will be made

Our aim is to deliver the goods within 7-10 days of acceptance of your order (unless stated otherwise, although please allow a few extra days for product in specialist finishes). Due to the nature of the goods it will not always be possible to do this.

Upon receipt of your order you will be asked to sign for the goods received in good condition. If you are unable to check the contents of the package at that moment in time please sign for the parcel as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter. If goods are damaged in any way you must not accept them if accepted you are deemed to accept them in the condition received and any damage within or outside will be your responsibility.

Cancelling an order 

All orders must be cancelled within 2 days of placing the order and/or receiving an order confirmation.

To cancel an order you will need to contact our sales team on

If you cancel your order but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods in their undamaged original packaging back to us at our contact address at your own cost and risk as soon as possible. Goods sent must be in perfect condition, unused and re-marketable. 

All refunds for cancelled orders will be provided within 14 days. If for whatever reason product has been received please follow the returns policy.

Cancellation by us

We reserve the right to cancel the contract between us if: 

  • We have insufficient stock to deliver the goods you have ordered
  • We do not deliver to your area or one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 14 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered. 

Cancellation or returns. If you wish to return items ordered or wish to can cancel the contract please  


Any unwanted items or items ordered by mistake can be returned within 7 days of being received.

If you wish to return the items, you must send them to us. You must pay the cost of returning the items to us. 

You must send the goods back to our contact address at your own cost and risk. In all cases for your protection the goods must be unused, adequately packed in the original packaging to prevent damage. If this is not possible, you will be liable for all costs associated with the removal of any item in situ. Where you have arranged transit the goods must be fully insured. 

Where the items are large or fragile (as determined by us) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of shipment onto you. This is to reduce the risk of damage to goods 
arising from poor handling. This transport charge will be charged each time you accept a returns collection date which you subsequently fail to meet. 

The rights under this section do not apply to orders where products are specifically requested by you or designed to your specifications. Trade or large volume orders may also be excluded but you will be made aware of this exclusion prior to the order being accepted. 

To return an order you will need to contact our sales team on

An e-mail will be sent to confirm we have received your request. Once you have notified us that you are returning, the sum debited to us from your credit card will be re-credited to your account (taking the conditions below into account) within 14 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you.  Any replavement product will usually be provided within 14 days too but any changes to the timeframe of a replacemnent will be confirmed accordingly.  This may vary on the type of product replacement and its finish. 

If you do not return the goods delivered to you or do not pay the costs of delivery and handling, we shall be entitled to deduct the direct costs of delivery, handling and processing the goods from the amount to be re-credited to you. If the goods returned to us by you are not delivered in perfect condition a cancellation charge will apply. Whether the returned goods are returned in perfect condition shall be determined at our discretion. 

Please note we only accept returns in the standard chrome (cp) finish.  Most orders are specially placed with our respective suppliers so  there will be a re-stocking charge, other specialist finishes may be produced on demand and therefore cannot be returned for a refund, you may however be able to replace  The re-stocking charge is usually £35.00 but will vary depending on the type of product.  We reserve the right to increase the re-stocking charge and/or refuse taking back certain items based on the demand or lack of demand we have for that product.

Refunds will factor in the re-stocking charge as will any replacement product for which we will calculate the differences between the values of products.  Naturally following these calculations you will either receive some form of rebate within the allocated time with or will possibly need to make some form of extra payment towards your replacement purchase. 

Ownership of goods

We shall own the goods until we have received payment in full from you, even though the goods may have been already delivered to you. Where you have paid by cheque or credit or debit card, ‘payment in full’ means that the funds have cleared.

Acceptance of orders

Your order through our web site will only be accepted by us when we send to you an email confirming that we have accepted your order. Until you receive that email there will not be a binding contract between you and us. Any information on our web site, or your filling in details or clicking any button or icon indicating you are making an order does not, and is not intended to, constitute a binding contract between you and us. Only on our sending the confirming email will we and you be entering into a binding contract with you.

Limitation of liability

All The Water Matrix Ltd goods go through a thorough 100% quality control check prior to dispatch ensuring they reach you in perfect condition. If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email on of the problem within 2 working days of signing for the delivery of the goods in question. Goods must be checked by you on delivery as your signature will be taken as acceptance that the goods are what you ordered and are in no way damaged. 
Due to the handmade, hand finished nature of some of the goods it is accepted by you that colour variation shade texture surface marks chips and dents are a natural characteristic which cannot be avoided. Such characteristics 
add to the overall aesthetic appeal & appearance of our products

Due to conditions referred to in above it is accepted that products supplied may vary slightly in shape, colour and finish to images in sales literature.   Colour reproduction is as accurate as monitor reproduction allows.

If you do not receive goods ordered by you within 7-10 days (unless specified otherwise) of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7-10 days (unless specified otherwise) of the date on which you ordered the goods.

If you notify a problem to us under this condition, our only obligation will be, at your option:

  • To make good any shortage or non-delivery
  • To replace any goods that are damaged or defective; or to refund to you the amount paid by you for the goods in question in whatever way we choose.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.  

If you are a business Customer the Supplier shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or 
other claims for consequential compensation whatsoever (howsoever caused) which may arise out of or in connection with this agreement.


Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be via email to and all notices from us to you will be displayed on our website from to time.

Entire agreement

These terms and conditions, together with our current web site, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any salesperson, agent, employee, director or other representative on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.


If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

International Orders

The shopping facilities offered on this site are intended for UK customers only and prices are quoted in UK Pounds sterling. Any online ‘purchasers’ made by non UK mainland customers are treated as enquiries only until confirmed and subject to different handling costs and terms which will be supplied to the client for acceptance.

Any out of area delivery surcharges are also applied again in the event of a non delivery, customer return or cancellation after the goods have been dispatched. Cancellations before the goods are dispatched are treated as for UK 

Orders shipped outside the European Union are exclusive of sales tax/vat and it is the responsibility of you, the customer to deal with any customs and taxation requirements.

Law and jurisdiction

The validity, construction and performance of this contract shall be governed by English law and shall be subject to the exclusive jurisdiction of the English courts to which you and we submit.

Third party rights 

Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act. 

Additional Terms

These terms and conditions are subject to change without notification. 

Please note all lead times and other timeframes quoted are per working days this excludes saturday, sunday and any other holiday(s) 

No credit facility is offered. 

No goods are tested or sold as being fit for specific purpose unless expressly agreed in writing. 

Data Protection and Privacy

We collect information about you for 2 reasons: firstly to process your order and secondly, to provide you with the best possible service. By registering your details on our website you consent to us storing and maintaining that information to process orders and to keep you up to date with our service (this can be switched off). We will not wilfully disclose this confidential information without your consent as we are committed to protecting your privacy. Your details will not be knowingly passed to a third party for their use in promotional purposes. Your details may be passed to a third party for the purposes of processing orders. We may keep your information for a reasonable period to contact you about our services in future, if you do not want us to do this, you can opt out by ticking the box below.

We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The personal information which we hold will be held securely in accordance with our internal security policy and 
the law. 

The “Receive Updates” option can be switched off if you do not wish to receive promotional material. We will always give you the chance to refuse any marketing e-mails from us.

The type of information we will collect about you includes: Your name, address, phone number, e-mail address, credit/debit card details. We will never collect sensitive information about you without your explicit consent. The 
information we hold will be accurate and up-to-date. You can check the information that we hold about you by e-mailing us If you find any inaccuracies we will delete or correct it promptly. 

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening although 
this will prevent certain features from working. The information collected in this way can be used to identify you. 

If you have any questions/comments about privacy, please e-mail us. 

All The Water Matrix Ltd. branded product has a 1 year guarantee from manufacturer’s defects.  Other branded goods that show a defect within the 12 months warranty  period (however manufacturers guarantee may apply and state otherwise) can be returned back to us for inspection and we will in turn provide a replacement if we deem it a manufacturers defect. 

Goods found to be defective for reasons of user error or damage will be charged for when repaired or returned un repaired at the owners expense. 

This guarantee does not apply to any defect in the goods arising from fair wear and tear, willful damage, accident, negligence by you or any third party, use otherwise than as recommended by the Supplier, failure to follow the 
manufacturer’s instructions, or any alteration or repair carried out without the Supplier's approval.

This guarantee does not apply to any defect in the goods arising from fair wear and tear, willful damage, accident, negligence by you or any third party, use otherwise than as recommended by the Supplier, failure to follow the 
manufacturer’s instructions, or any alteration or repair carried out without the Supplier's approval. 

The Water Matrix Ltd. is a registered company.



24 HRS / 7 DAYS