Clear terms. No surprises.

These Terms of Service govern your use of the MonsoWater website (monsowater.com) and the purchase of any products from us. By accessing our website or placing an order, you agree to be bound by these terms.

MonsoWater is operated by MonsoWater Ltd, a company registered in England and Wales with its registered office in London, United Kingdom. References to “we”, “us”, or “our” refer to MonsoWater Ltd.

We reserve the right to update these terms at any time. Continued use of the website after changes constitutes acceptance of the updated terms.

All orders are subject to availability and confirmation. We reserve the right to refuse or cancel any order for any reason, including product availability, errors in pricing or product information, or suspected fraudulent activity.

Product images and descriptions on our website are for illustrative purposes. While we make every effort to display colours and details accurately, we cannot guarantee that your device’s display will accurately reflect the product.

Prices are displayed in GBP and include VAT where applicable. We reserve the right to change pricing at any time, but changes will not affect orders already confirmed.

We accept payment via major credit and debit cards, and other payment methods as displayed at checkout. All payments are processed securely through PCI-compliant payment providers.

Payment must be received in full before we dispatch your order. For subscription services such as Smart Service, recurring payments will be charged on the agreed billing cycle until cancelled.

We offer free standard delivery across the UK mainland. Estimated delivery times are provided at checkout and in your order confirmation, but are not guaranteed. We are not liable for delays caused by courier services or circumstances beyond our control.

Risk of loss and damage passes to you upon delivery. If your order arrives damaged, please contact us within 48 hours with photographs of the damage so we can arrange a replacement.

If you are a consumer buying at a distance, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of the day you receive the goods, without giving a reason. This right is separate from, and in addition to, the 30-day trial described below.

To cancel, tell us clearly before the 14 days are up — by email to support@monsowater.com, by post, or by using the model cancellation form. You must then return the goods within 14 days of telling us. We will refund all payments received from you, including standard delivery, within 14 days of getting the goods back or receiving proof that you have sent them.

You may handle the goods as you would in a shop. If you reduce their value by handling them beyond that, we may deduct the reduction from your refund.

Cancelling your purchase also ends any Smart Service subscription attached to it. Where we have already installed the unit at your express request within the cancellation period, you may be asked to pay a proportionate amount for the service provided up to the point you cancelled.

We offer a 30-day risk-free trial on the Pluvia water purifier. If you’re not satisfied, contact us within 30 days of delivery to arrange a return. The product must be in its original condition with all accessories included.

Refunds will be processed to your original payment method within 14 business days of receiving the returned product. We will cover return shipping costs for products returned within the trial period.

Replacement filters and accessories are non-refundable once opened, unless faulty. Faulty products are covered by our warranty policy.

The Pluvia water purifier comes with a 1-year warranty through Smart Service, included free with every purchase. This warranty covers defects in materials and workmanship under normal use. It does not cover damage caused by misuse, unauthorised modifications, or normal wear and tear.

Smart Service subscribers receive extended warranty coverage for the duration of their active subscription. To make a warranty claim, contact our support team with your order number and a description of the issue.

An active Smart Service subscription includes scheduled filter replacements delivered to your address, extended warranty coverage, priority support, a replacement unit while your Pluvia is being repaired or maintained, and free re-installation at a new address if you move home.

Free re-installation covers the installation appointment at your new address. It does not include an engineer visit to your previous address.

You are responsible for disconnecting the Pluvia at your previous address and transporting it to your new one. We provide a step-by-step online guide for disconnection, and our support team can help if you have questions. Once you have moved, contact us to book an appointment and we will connect the unit to your water supply, drain, and electrics and pressure-test it at no charge.

Free re-installation is available only while your Smart Service subscription is active, and is limited to addresses within the UK mainland. Appointments are subject to engineer availability in your area.

Our disconnection guide is written for a standard installation. Before you begin, you must be able to isolate the cold water supply to the unit and switch off its power at the socket. Please do not attempt disconnection if you cannot do both, if the installation has been altered since we fitted it, or if anything looks damaged or unfamiliar.

If you would rather not disconnect the unit yourself, or your installation is not straightforward, contact us before you start and we will arrange for an engineer to attend. An engineer visit to your previous address sits outside free re-installation and is quoted in advance.

Nothing in these terms limits our responsibility for the accuracy of the guidance we give you, or our liability for death or personal injury caused by our negligence.

We ask that you leave the under-sink plumbing connection at your previous address in place and capped, ready for a replacement water purifier to be installed at that property. Removing or altering that connection is not required and is not covered by free re-installation.

You are responsible for checking that leaving the connection in place is permitted at your previous address. If you rent, or the property is leasehold, your tenancy or lease may require you to return the property to its original condition. Please check with your landlord, letting agent, or freeholder before relying on leaving the connection in place, and tell us if reinstatement work is needed so we can quote for it.

Where the connection later fails because of the way we originally installed it, we will put it right at our cost.

If you require the under-sink pipework to be removed and the aperture in your worktop to be capped or covered, this is separate work that falls outside free re-installation. It is booked as its own appointment and may be subject to an engineer call-out charge.

Where a call-out charge or any other additional charge applies, we will give you the amount in writing and obtain your express agreement to it before the work is carried out. We will not treat silence, a pre-ticked box, or the engineer simply attending as agreement, and no chargeable work will begin without your acceptance of the quote.

Someone aged 18 or over needs to be present for the whole appointment, and we need safe access to the sink area, the cold water supply, and a working socket. Please clear the space under the sink before we arrive.

Free re-installation assumes a standard domestic installation at the new address. If the property cannot take the unit safely — for example there is no usable isolation valve, no suitable socket, or the plumbing is non-standard — the engineer will explain what is needed and quote for any extra work. We will not carry out that work without your agreement.

If you need to change or cancel an appointment, please give us at least 24 hours notice. If nobody is present, we cannot get access, or the area has not been cleared, we may need to rebook and a further visit may be chargeable. We will always tell you before charging.

Free re-installation applies to a genuine change of home while your subscription is active. It is not intended for repeatedly moving the unit between properties, and we may decline requests that go beyond ordinary use.

To the fullest extent permitted by law, MonsoWater shall not be liable for any indirect, incidental, or consequential damages arising from the use of our products or website.

Except as set out in this paragraph, our total liability for any claim related to our products or services shall not exceed the amount you paid for the product in question. That cap does not apply to loss of or damage to your property caused by our negligence, or by the negligence of an engineer acting on our behalf, during an installation, re-installation, or service visit, for which we accept responsibility and hold insurance. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, for breach of your statutory rights under the Consumer Rights Act 2015, or for any other liability that cannot be excluded by law.

All content on the MonsoWater website, including text, images, logos, graphics, and software, is the property of MonsoWater Ltd and is protected by UK and international copyright and trademark laws.

You may not reproduce, distribute, modify, or create derivative works from any content on our website without our prior written consent.

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our website or products shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

We may revise these terms at any time by updating this page, and revisions apply to your use of the website from the date they are posted.

Where a change affects an order you have already placed or a Smart Service subscription you already hold, we will give you at least 30 days notice by email before it takes effect. If you do not accept the change, you may cancel the affected subscription before it applies, and we will refund any amount you have paid covering a period after cancellation.

We will not change the price of your Smart Service subscription during a term you have already committed to. Any price change takes effect from your next renewal, and we will tell you before your renewal date.

If you have any questions about these terms of service, we’re here to help.

If something has gone wrong, email support@monsowater.com with your order number. We will acknowledge your complaint within 5 working days and aim to resolve it within 30 days.

If we cannot resolve your complaint between us, you may be able to refer it to an alternative dispute resolution provider. Nothing in these terms affects your right to bring court proceedings, and your statutory rights as a consumer are unaffected.