Terms and Conditions of Sale

Refunds & Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To complete your refund, we require a receipt or proof of purchase. Please do not send any installed products back to SES Home Services or the manufacturer. There are certain situations where only partial refunds are granted (if applicable). Any installed component not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery

When the repair or installation is inspected, we will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at callcentre@waterplc.com

Exchanges (if applicable)
We only replace supplied components if they are defective or damaged. If you believe that there are quality defects with the repair or installation that we carried out, please call us on 0203 627 3318 to discuss with our team and we will send an engineer to inspect the issue.


For any insurance product please refer to the policy documents, below for information on changes to, and cancellation of, policies. For any one off service, repair or maintenance task, you have the right to cancel at any time and for any reason within a 14 day cancellation period commencing from the date of order or online purchase provided the customer has not specified the work required is an urgent repair or maintenance task that has already been carried out.

Prices, and details, of products and services (and any offers) posted online are subject to change without notice. All products and services are subject to availability and we give no guarantee in this regard. The provision of details of products and services on this website are not, and should not be construed as, an offer to sell or buy such products or services by the relevant company. The company advertising the products or services concerned may accept or reject your offer at its sole discretion.

If you are purchasing one of our Home Emergency Insurance products please also read our Terms of Business, Demands and Needs document, Key Facts and policy documents. Click the links below for the appropriate document and product: