Returns Policy

We want you to be completely happy with your purchase. Please read the information below to understand your rights and our returns process.

1. Your Statutory Right to Cancel

If you purchase a product online, by phone, or by mail order, you have the right to cancel your order within 14 days of receiving your delivery under the Consumer Contracts Regulations 2013.

To exercise this right, you must notify us within 14 days of receiving your goods. You then have a further 14 days to return the product to us.

Please note:

• This right does not apply once a water dispenser has been installed or used.
• You may handle the product to inspect it as you would in a shop, but if the product shows signs of use or damage, we may make a reasonable deduction from your refund.
• The cost of returning the item is your responsibility unless the product is faulty or not as described.

2. 30-Day Money Back Guarantee (BIBO Nova purchases only)

In addition to your statutory rights, we offer a 30-day money back guarantee on purchases of the BIBO Nova.

If for any reason you’re not satisfied, you can return your BIBO Nova within 30 days of delivery for a full refund of the product price — no questions asked.

This guarantee applies to purchases only and does not apply to rental agreements.

3. Items That Cannot Be Refunded

• Installation fees are non-refundable once the service has been carried out.
• Installation kits, filters, or other consumables cannot be refunded if they have been used or opened.
• Any product showing signs of use, damage, or modification may be subject to a partial refund or rejection, at our discretion.

4. How to Return an Item

To arrange a return, please contact our customer service team at 01993 880 287 or customers@bibowater.co.uk. We’ll provide you with return instructions and the address to send your item back to.
Refunds will be processed within 14 days of receiving the returned goods (or proof of return) and will be made to your original payment method.