Refund policy
Refund, Return and Warranty Policy
Last updated 19 September 2026. This policy applies to orders placed on kessworth.com and forms part of our Terms of Service.
1. Guarantee periods
Every Kessworth product is covered by a money-back guarantee counted from the date your order is delivered, as shown by the carrier's tracking record.
| Product | Money-back window | Condition required |
|---|---|---|
| CLEARDRAW G1 Gravity Water Filter System | 90 days from delivery | Complete kit, all six pieces, original packaging. The unit may have been used and tested |
| Replacement filter cores | 30 days from delivery | Sealed and unused only |
| Digital guides | Not refundable once delivered | See section 6 |
| Package Assurance | Until the order is dispatched | See section 7 |
| All other products | 30 days from delivery | Unused, complete, original packaging |
The guarantee is available to the original purchaser only, on orders placed directly through kessworth.com, and is limited to one claim per customer, household or delivery address. Products bought from any other seller, marketplace or reseller are not covered by this policy, because we cannot verify what you received.
2. Every return must be authorised first
Email support@kessworth.com with your order number and a short description of the problem. We reply within one business day. If a return is required we will issue a return authorisation and a return address at that point.
Do not ship anything back before you receive a return authorisation from us. Unauthorised returns, and returns sent to any address other than the one we supply, cannot be traced to your order and will not be refunded.
3. Who pays for return shipping
- The product is defective, damaged in transit, or not what you ordered. We cover the cost. We will either send you a prepaid label or reimburse a reasonable, receipted shipping cost.
- You changed your mind, or the product works as described but is not for you. You arrange and pay for return shipping, and we recommend a tracked service. Until the parcel reaches us it remains your responsibility.
Original outbound shipping, where it was charged, is not refundable. Where we shipped your order free of charge and you are returning it because you changed your mind, the actual outbound shipping cost we paid may be deducted from your refund.
At our sole discretion we may waive the return requirement and refund you without asking for the product back. This is a decision we make case by case. It is not something you can require, and doing it once does not commit us to doing it again.
4. Condition of returned goods
The CLEARDRAW G1 may be returned after you have used and tested it, which is what our 90 day guarantee is for. It must come back complete, with all six pieces and its original packaging, drained and dried. Returns that arrive incomplete, contaminated, or damaged beyond what testing would cause may be refunded in part or declined, and we will tell you which and why before we act.
All other physical products must be returned unused, complete and in their original packaging.
5. Filter cores
Replacement filter cores are consumables. They can be returned within 30 days only while the seal is intact. Once water has passed through a core we have no way to verify its remaining capacity or its condition, so opened cores are not refundable and are not covered by any warranty.
6. Digital guides
The three CLEARDRAW guides are supplied free with every G1 system. Free items have no separate refund value and are not refundable on their own, and keeping them does not affect a refund on the system itself.
Guides purchased separately are delivered immediately by email and are not refundable once that delivery email has been sent, because a digital file cannot be returned. If the delivery fails, the file is corrupt, or you never receive it, contact us and we will resend it or refund it.
7. Package Assurance
Package Assurance is a shipping protection service, not a product. You may remove it for a full refund at any time before your order is dispatched. Once the order is in transit the service is in force and is not separately refundable, whether or not a claim is made against it.
8. Reservoir warranty
The CLEARDRAW G1 reservoir carries a lifetime warranty against manufacturing defects, for the original purchaser only. It is not transferable, and proof of purchase is required.
Covered: seam separation, fill port failure, and material defects arising under normal domestic and recreational use.
Not covered: the filter core, which is a consumable rated for 4,000 litres; any core that has been allowed to freeze while wet, which ruptures the hollow fibres; cuts, punctures, abrasion and crushing; damage from fuel, solvents, agricultural chemicals or saltwater; normal wear; commercial or rental use; and any product that has been modified, repaired by a third party, or used outside the operating range of minus 20 to 40 degrees Celsius.
Where a warranty claim is accepted, the remedy is at our option and will be repair, replacement of the affected part, or a refund of the purchase price. A warranty claim does not restart or extend the original guarantee period, and the maximum amount we will refund or credit under this policy is the price you paid for the product.
9. Damaged, wrong or missing items
Inspect your order on arrival. Report any damage, shortage or wrong item within 7 days of delivery, with your order number and clear photographs of the item and its packaging. Reports made after 7 days can be difficult to distinguish from later damage, and we may not be able to accept them.
10. Refund timing
For returned goods, refunds are issued after the item reaches us and has been inspected, normally within 5 business days of receipt. Where we have waived the return, we refund on approval. Funds go back to the original payment method within 10 business days of approval. We do not charge a restocking fee. How quickly the credit appears on your statement is set by your bank, not by us.
11. Cancelling or changing an order
Orders are processed within 1 to 2 business days. Email us before dispatch and we will cancel the order or change the delivery address at no cost. Once an order has been dispatched it cannot be recalled, and the guarantee periods above apply from the delivery date.
12. Refused, undeliverable and unclaimed parcels
If a parcel is returned to us because delivery was refused, the address was incorrect, or it went unclaimed, we will refund the product price once it reaches us. Shipping and any carrier return charges are not refundable in this situation.
13. Misuse of this policy
This policy exists for customers who are genuinely not satisfied. We may decline a claim, and may decline future orders, where there is evidence of a pattern of repeated claims, returns of goods that were not bought from us, false statements about the condition of an item, or claims made alongside a payment dispute for the same order.
If you have a problem with an order, please contact us before opening a dispute with your bank or card issuer. We resolve almost everything by email within a day, and a dispute filed before you have contacted us removes our ability to help you directly.
14. Statutory rights
Nothing in this policy limits any right you have under the consumer law that applies where you live. Where that law gives you more than this policy does, that law applies.
Contact
Kessworth, support@kessworth.com. Please include your order number in the first email, as it is the fastest way for us to find you.