Refund policy
Titan Utility Official — Refund & Return Policy
We want you to be completely satisfied with your purchase. Because we serve the UK mainland market, our policies comply fully with UK Consumer Contracts Regulations while aligning directly with our secure fulfillment network logistics.
📦 14-Day UK Right to Cancel (Change of Mind)
In accordance with UK consumer law, you have the right to cancel your order or return an item for any reason within 14 days of receiving it. However, to qualify for a change-of-mind refund, strict fulfillment conditions apply:
- The item must be in 100% brand-new, completely unused condition, with all protective factory seals intact.
- It must be returned inside its original, undamaged packaging, including the rugged hard shell carry case and both lithium-ion battery packs.
- Return Shipping Costs: For change-of-mind cancellations, the buyer is fully responsible for covering tracked return postage to our authorized inspection facility. Original outbound shipping charges are non-refundable.
⚠️ Damages, Defective Items & Factory Faults
Please inspect your Titan HydroJet™ kit immediately upon arrival. If the product is damaged during transit, defective, or missing components, you must contact us at support@titanutilityofficial.com within 7 calendar days of delivery.
To process a factory-defect claim, you must provide:
- Your order number and proof of purchase.
- Clear photographic or video evidence demonstrating the issue or defect (e.g., a video showing the charging status or motor operation).
Once verified by our support team, we will arrange for a replacement kit or factory component to be dispatched to you completely free of charge, or issue a product refund.
🛑 Critical Return Instructions
Do not send returns back to the fulfillment address listed on your shipping label package. Our logistics warehouses operate automatically and cannot process or log customer returns. Any packages sent there will be lost, and your refund will be permanently voided.
To initiate a valid return, email us at support@titanutilityofficial.com. If your return is eligible, we will provide you with the correct UK return inspection facility address and detailed instructions. Items sent back to us without a prior authorized request will not be accepted.
💰 Refunds Processing
We will notify you once we have received and thoroughly inspected your returned kit. If your return is approved under our guidelines, a refund will be automatically issued back to your original payment method within 10 business days. Please note that banks and credit card companies may take an additional 3–5 business days to post the credit to your account.