Returns and Refunds Policy
Idro Power Cleaning Equipment — Returns and Refunds Policy
Version prepared: 22 September 2026.
This policy covers goods purchased from Idro Power Cleaning Equipment through ehrle.shop/ or by an agreed direct order. Please read it with our Terms and Conditions. Consumer statutory rights are separate from our voluntary arrangements for business buyers.
1. Contact us and the returns address
Email: sales@idropower.co.uk
Telephone: 01652 659759
Returns and correspondence: Idro Power Cleaning Equipment, Bigby High Road, Brigg, Lincolnshire, DN20 9HE, United Kingdom.
VAT registration number: 660 6349 32.
Please include your order or invoice number, product code, your contact details and, if relevant, a description or photographs of a fault. Proof of purchase is helpful; an original paper receipt is not the only acceptable evidence.
Contact us to arrange the appropriate destination and transport before sending a large machine. Please do not send goods directly to a manufacturer or supplier unless we have agreed that arrangement. These requests do not make a consumer’s cancellation right dependent on our permission or an issued returns number.
2. Consumers changing their mind
If you are an individual buying wholly or mainly outside your trade, business, craft or profession, most online and other qualifying distance orders carry a statutory right to cancel without giving a reason.
You may cancel from the time you place the order until the end of 14 calendar days after the day you, or your nominated recipient, receives the goods. For goods in one order delivered separately, the period normally ends 14 days after the day the last item is received. Different rules apply to agreed regular deliveries.
Tell us clearly that you wish to cancel by email, telephone or post. You may use the cancellation form below, but you do not have to. It is enough to send your cancellation before the deadline. Keeping a copy or other evidence helps establish when you cancelled.
Unless we have offered to collect, send the goods back or hand them to us without undue delay and no later than 14 calendar days after telling us you are cancelling. Please package them adequately and retain evidence of dispatch. If the legally required cancellation information was not supplied, any extended cancellation rights provided by law still apply.
3. Return condition and inspection
You may examine goods as you reasonably could in a shop to establish their nature, characteristics and functioning. Opening packaging alone does not remove your cancellation right, and original packaging is not a mandatory condition of a consumer cancellation. Please return supplied accessories and manuals and use the original packaging where practicable, or suitable protective packaging.
If handling beyond what is necessary to inspect the goods reduces their value, we may make a lawful deduction reflecting that reduction. For equipment, working use, unnecessary installation or running chemicals through it may go beyond reasonable inspection, depending on the circumstances. We will explain any deduction and its basis. We do not impose a blanket “no returns once opened or fitted” rule for consumers, or a standard cancellation or restocking fee when a statutory cancellation right is exercised.
We will not deduct for diminished value where the law prevents it, including where we failed to provide the required information about your cancellation right.
4. Who pays return carriage?
Non-faulty goods: you pay the direct return carriage cost where we have informed you of this before the contract. You may arrange suitable carriage yourself or ask us for a collection quotation.
Large machines and goods that cannot normally be returned by post: we will provide the return cost or a reasonable maximum estimate before you order, on the product page, during the quotation process or in other information supplied before the contract. The amount depends on the machine, collection location and access arrangements. If we arrange collection, the charge must be agreed. An estimate first supplied after you have bought the machine does not replace the pre-contract information required by law. If we failed to provide required information, we will bear the return cost where the law requires us to do so.
Faulty, misdescribed or incorrectly supplied goods: where a remedy is due, we bear the reasonable return or collection costs required by law. Please contact us so we can arrange appropriate transport. You are not required to pay a non-faulty-return charge for an issue for which we are responsible.
Delivery or collection by our own team may be available for local business customers by prior arrangement. Any charge will be agreed in advance; local collection is not automatically free.
If a machine contains fuel, oil, chemicals or other material requiring special transport precautions, tell us before arranging carriage so that a lawful and suitable return can be organised.
5. Consumer cancellation refunds
For a valid statutory cancellation, we refund the payments due, including the original standard delivery charge when the whole order is cancelled. If you chose a premium delivery option, we need only refund the cost of our least expensive standard delivery option. For a partial cancellation, we will explain the treatment of any delivery charge that still applies to the goods you keep.
Refunds are made without undue delay. Where you return the goods, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever happens first, and will refund no later than 14 days after that event. If we have offered to collect the goods, we do not use that withholding right and will refund no later than 14 days after being informed of the cancellation. If goods have not been supplied, the usual deadline is 14 days after cancellation.
We use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Any lawful deduction for diminished value will be explained. The time your bank or payment provider takes to display a refund may vary.
6. Custom builds and cancellation
Goods genuinely made to your individual specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right. We will identify any applicable exclusion before you order.
The description “IP custom build”, ordering a standard machine in, assembling standard components after ordering, or selecting standard options does not automatically remove a consumer’s cancellation rights. If the exception does not legally apply, our ordinary consumer cancellation provisions apply.
For a genuinely bespoke order without a statutory cancellation right, contact us promptly if you wish to cancel. Deposit and cancellation arrangements are agreed before the build starts. Any agreed cancellation charge will reflect the actual net loss caused, with reasonable steps taken to reduce that loss and credit given for costs saved, recoverable materials and resale. A deposit is not automatically forfeited in full. See our Terms and Conditions for the custom-order process.
Custom-built goods must still match their description and agreed specification and meet the applicable legal quality and fitness requirements. The bespoke exception does not remove rights concerning faulty or non-conforming goods.
7. Faulty goods and your consumer rights
Goods must be of satisfactory quality, fit for their normal purpose and any particular purpose on which you were entitled to rely, and match their description. Contact us if you believe they do not. If continued use could be unsafe or cause further damage, stop using the equipment and seek advice.
Consumers normally have a 30-day short-term right to reject goods that fail to meet these requirements and obtain a refund. The statutory start date and any pause or extension when you request repair or replacement apply. We will not insist on a repair instead of a valid short-term rejection.
After that initial period, you can usually require repair or replacement, subject to the statutory rules on impossibility and disproportionate cost. An appropriate remedy must be provided at no charge, within a reasonable time and without significant inconvenience. If a repair or replacement fails, is unavailable, or is not provided as required, you may be entitled to a price reduction or final rejection and refund.
For relevant claims arising within the first six months, a fault is generally presumed to have existed at delivery unless the contrary is shown or that presumption is inconsistent with the circumstances. The statutory rules for proving a short-term rejection differ. Rights may continue after six months and beyond a warranty period; this is not a guarantee against every fault for a fixed number of years.
Any permitted deduction for use on a final rejection follows the statutory rules; ordinarily there is no deduction for use during the first six months for these goods. Where a statutory rejection refund is due, we make it without undue delay and within 14 days of agreeing that you are entitled to it, using the original payment method unless otherwise agreed and without a refund fee.
We may inspect the goods to establish the cause and appropriate remedy. This must not unreasonably delay or defeat your rights. We will not impose inspection, repair or carriage charges for a valid statutory remedy. Any separately requested work or proposed charge where no fault attributable to us is found must be explained and agreed before it is incurred.
8. Warranties
Ehrle machines have a stated one-year warranty, with two years on the heating coil. Idro Power custom builds have a stated one-year warranty. These periods run from delivery or collection. Any additional product-specific warranty and its scope are supplied before purchase.
Normal wear or damage caused by misuse, contaminated water, dry running, frost, unsuitable chemicals, incorrect supply, inadequate maintenance or an unsuitable modification is not an inherent manufacturing defect. We assess the actual cause of the problem. A blanket refusal merely because a product has been opened, installed, modified or worked on by someone else will not replace that assessment.
Warranties are additional to legal rights and do not limit them to one or two years. Please contact Idro Power directly for assistance; the involvement of a manufacturer does not remove our responsibilities as seller.
9. Business-customer returns
Business buyers do not have the same statutory change-of-mind cancellation right as consumers. As our voluntary policy for standard goods, notify us within 14 calendar days after delivery and return them within 14 calendar days after that notice. Goods must be unused, complete, unmodified and in a resaleable condition. Please contact us to arrange the return.
Business customers pay non-faulty return carriage. We do not impose an automatic restocking charge under this policy. Original delivery charges for business change-of-mind returns are not refundable unless we agree otherwise. We refund the returned goods after inspection, without undue delay and normally within 14 days of receipt, using the original payment method unless otherwise agreed.
Genuinely bespoke goods made to a business customer’s specification are subject to the agreed custom-order cancellation arrangements. For faulty, incorrectly supplied or non-conforming goods, your contractual rights, any applicable warranty and rights under business-sale law remain in force. The voluntary change-of-mind deadline does not itself remove those rights.
10. Optional consumer cancellation form
You may copy and email or post this form. It is optional; any clear notice of cancellation is sufficient.
To: Idro Power Cleaning Equipment, Bigby High Road, Brigg, Lincolnshire, DN20 9HE; sales@idropower.co.uk.
I/We [delete as appropriate] hereby give notice that I/We [delete as appropriate] cancel my/our contract of sale of the following goods:
Goods: ________________________________________
Ordered on / received on [delete as appropriate]: ________________________________________
Name of consumer(s): ________________________________________
Address of consumer(s): ________________________________________
Signature of consumer(s), only if sent on paper: ________________________________________
Date: ________________________________________
Order number, if available: ________________________________________
11. Complaints
If you are unhappy with the way a return or refund is handled, contact sales@idropower.co.uk, telephone 01652 659759, or write to our address above. We will investigate and explain our response. The complaints and dispute provisions in our Terms and Conditions apply without restricting your statutory remedies.