I rarely leave negative reviews, especially for small businesses, but after weeks of trying to resolve this politely, I feel I have no choice but to share my experience so others know what to expect.I ordered a set of carbon cartridges from Phoenix Gravity Water Filters. When they arrived, they had an extremely strong chemical smell — unlike anything I’ve experienced in over 10 years of using water filters. I didn’t feel comfortable drinking water filtered through them, let alone giving it to my children. I emailed the company the very next day to report the issue.Because the product seemed faulty, I returned it that same day to the returns address listed on their website, and included my order number inside the parcel.This is where things became unexpectedly difficult.Over the following weeks, I found myself going in circles with different team members, repeatedly being asked for information I had already provided. No one mentioned at any point that these cartridges were “non-returnable.” Their website at the time clearly stated a 30-day return policy for all products, with no exceptions listed for cartridges or accessories.After several long email exchanges, I was suddenly told that cartridges are considered “accessories” and can’t be refunded — something that doesn’t appear anywhere in their published policy. When I pointed this out, the explanation then shifted again, this time suggesting that because I used standard post (which their own policy allows), they now couldn’t locate the return.Throughout this process, I genuinely tried to resolve things calmly and reasonably.Weeks later, I’m unfortunately left with no refund, no product, and no real resolution.The most disappointing part isn’t the £53 — it’s the feeling that despite following their policy in good faith, the responsibility has been pushed entirely onto me. As a customer, that’s disheartening.I’m sharing this not out of anger, but so others know that returns may not be as straightforward as the website suggests. I genuinely hope Phoenix Gravity reviews their processes and communication to prevent other customers from going through the same experience. I will now be contacting Trading Standards and my credit card provider to pursue a refund.
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Phoenix Gravity Water Filters excel at manufacturing world’s no#1 product that efficiently eliminates 99.99%
contaminants. Our superior filtering solution ensures vital minerals for the human body are retained so that you always have access to healthy and fresh water.
