Delivery and Returns Terms

Section 1 – Shipping and Handling

Shipping charges are based on weight of order, region (zone) and delivery option. The default is our standard service.  For standard service publications are sent via 2nd class post for delivery to UK addresses and by Airmail to non-UK addresses. Postage and packaging are included in the shipping prices stated.

Shipping is calculated on quantity and most cost-effective route possible.

Section 2 – Delivery Schedule

We will process your order as soon as possible and aim to dispatch your order within 3-5 working days. International orders should allow up to 30 days for delivery and in some region/zones up to 60 days for delivery post order – see our Shipping options for further information. We cannot however be held responsible for any time delays caused by the postal/delivery services.


Section 3 – Delivery of Goods to You

We will post, or arrange a courier on your behalf, for the goods ordered by you to the person and address you give us at the time you make your order. For goods delivered outside of the UK, the consignee (i.e. the person to whom the consignment is sent) will be the declarant and importer into the country for which the consignment is destined. The consignee will be responsible for both customs’ clearance and payment of customs duties and local taxes where required.

Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of dispatch of the order unless you select a Shipping option that has a longer delivery period – see our Shipping options. All delivery times quoted on the website are estimates only, based on availability, normal processing and delivery companies.

You will become the owner of the goods you have ordered when the goods are dispatched to you from our distribution centre.

Section 4 – Customs Charges

If you are ordering goods for delivery outside of the UK, please note that your consignment may be subject to VAT (Value Added Tax), other taxes, customs duties and/or fees levied by the destination country. Any such charges levied in relation to customs clearance must be borne by you. It is accepted by you that we have no control over additional charges in relation to customs clearance. We recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your online order.

Section 5 – Cancellation and Returns

Right of Cancellation (for Individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession (“Consumers”))

If you choose to cancel your order, you may do so within 14 days of when you received your order, without giving any reason. To cancel your order, you must inform us of your decision. To ensure immediate processing, we recommend you email us immediately at to cancel your order, using the model cancellation form below or by making any other clear statement. If you use, we will communicate acknowledgement of receipt of your cancellation to you without delay. To meet the cancellation deadline, you must send your communication of cancellation before the 14-day period has expired. Please note you will be responsible for the cost of returning the order to us, as well as ensuring the return address is written correctly and the order is appropriately packaged to avoid damage to the items. 

Effects of cancellation

We will reimburse you no later than 14 days from the later of (i) the day on which we receive your cancellation notice; or (ii) return of your order (where your order has been received or is already in transit at the time we receive your request to cancel your order). Your order should be returned to us at the return address:  Water Research Centre Limited, Frankland Road, Blagrove, Swindon, SN5 8YF.  We will process your refund using the same means of payment as you used for the transaction, and you will not incur any fees for such reimbursement.

Exception to the right of cancellation

You cannot cancel your order for the supply of Digital downloads including but not limited to training materials once the download process has started.

Model cancellation form

Note: the below address should NOT be used for returns. 

“To: - Water Research Centre Limited of Spring Lodge, 172 Chester Road, Helsby, Cheshire, WA6 0AR.

I hereby give notice that I withdraw from my contract for the following:


- Ordered on [INSERT DATE] / received on [INSERT DATE]

               - Name of consumer

- Address of consumer

- Email address of consumer”


Save for the right of cancellation for Consumers stated above we will only accept the return of and refund or replace goods in the event that the items delivered are not what you ordered or are damaged or defective in any way or the delivery is of an incorrect quantity,  We shall have no liability to you unless you notify us of the problem in writing within 10 working days of the delivery of goods in question to

We will not accept the return of / refund any Digital items once the download process has started save where such items are defective. 

In all other circumstances, any agreement to refund you is at the absolute discretion of Water Research Centre Limited.  This does not affect your statutory rights.

Section 6 – Changes

You can review the most current version of the Delivery and Returns Terms at any time at this page.

We may update these Delivery and Returns Terms from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Section 7 – Contacting Us

To contact us, please see the contact us page.