Last updated: 26 October 2026
This policy explains how to contact EVi Pools about cancellations, returns, refunds and problems with goods or services. EVi Pools is a trading name of Waterstream Ltd (company number 05679475). It should be read with the quotation and terms supplied for your order. Nothing here limits your statutory rights.
Contact us about an order
Call 01403 577 674, use the contact options on our Get in Touch page, or write to EVi Pools, Waterstream Ltd, 5 Upper St Martins Lane, Covent Garden, London, WC2H 9EA. Please provide your name, order or quotation reference and the goods or services concerned.
Contact us before arranging the transport of a pool or other large item so we can confirm the appropriate return address and safe collection arrangements. The correspondence address above is not a goods return address. Contacting us for arrangements does not extend or restrict a statutory cancellation deadline.
Changing your mind: consumer purchases
If you are a consumer buying eligible goods online, by phone or by other distance means, you normally have 14 days after delivery to tell us clearly that you wish to cancel, without giving a reason. Where an order is delivered in separate parts, the applicable period generally runs from receipt of the last item or part. You then have 14 days after notifying us to send the goods back, unless we have agreed to collect them. Statutory cancellation rights can also apply to contracts agreed away from our business premises.
Tell us by any clear statement using the contact details above. You may use the optional notice below, but do not have to. Keep a record of your cancellation and proof of return. Please take reasonable care of the goods and package them safely. You may inspect them as you would in a shop; where the law permits, a refund may be reduced for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
For a change-of-mind return, you are responsible for the direct return cost only where we informed you of that responsibility before the contract. For goods that cannot normally be returned by post, any required return-cost information must also have been provided before purchase. Otherwise we bear the return cost. Contact us to arrange large-item transport; do not assume that a pool can be returned by an ordinary courier.
Refunds following cancellation
For a valid statutory cancellation, we refund the amount due, including the cost of our least expensive standard delivery option. An extra charge for an upgraded delivery option need not be refunded. We use the original payment method unless you expressly agree otherwise, without a refund fee.
For goods, we refund without undue delay and within 14 days after receiving the goods back or receiving evidence that you sent them back, whichever happens first. Where we have offered to collect the goods, or no goods were supplied, the applicable deadline is normally 14 days after we are informed of the cancellation.
Made-to-specification goods, installation and services
The statutory change-of-mind right does not apply to goods made to your specifications or clearly personalised where the legal exception applies. This does not remove your rights if goods are faulty or misdescribed. Selecting a standard model or option does not by itself necessarily make an item exempt.
For an eligible service-only contract, the cancellation period normally runs for 14 days from the day after the contract is made. If you expressly ask us to start during that period, a proportionate charge for work supplied before cancellation may apply where the legal requirements have been met. The cancellation right is lost on full performance only where the required prior consent and acknowledgement were obtained. Mixed supply-and-installation contracts may be treated differently; your order documents should identify the applicable arrangements.
Cancellation outside a statutory right, changes to specifications and treatment of deposits depend on the agreed contract and applicable law. A deposit is not automatically non-refundable merely because it is called a deposit. Please contact us promptly so that we can explain the position for your order.
Faulty goods, damage or problems with services
If something is faulty, damaged, not as described or not working as it should, contact us with details and photographs where useful. Do not use an unsafe product. We will assess the issue and arrange the remedy required by law, which may include repair, replacement, repeat performance, a price reduction or a refund. We bear reasonable return costs where required for faulty or misdescribed goods. A manufacturer’s warranty is additional to your statutory rights.
Trade purchases and concerns
Consumer cooling-off rights do not normally apply when buying wholly or mainly for business purposes. Trade returns and cancellations are governed by the agreed trade terms and applicable law. If you are unhappy with how we handle an issue, contact us with your order reference and ask for the matter to be reviewed.
Optional cancellation notice
To: EVi Pools, Waterstream Ltd, 5 Upper St Martins Lane, Covent Garden, London, WC2H 9EA.
I/we give notice that I/we cancel the contract for the following goods or services:
Goods/services:
Order reference:
Ordered on / received on:
Customer name(s):
Customer address:
Date:
Signature (only if sent on paper):
Delete whichever wording does not apply. Using this notice is optional; any clear cancellation statement is sufficient.