Frequently Asked Questions
Do you have a question that is not featured below? Contact us to speak to a member of our team.
ORDERING & DELIVERY
Where can I purchase an AQATA product?
AQATA products are available to view* and order from selected bathroom retailers across the UK.
For international and contract orders, please contact us to discuss your project in more detail.
*Only selected models are on display. Please call the retailer ahead of your visit to check models on display at that branch.
Is there a showroom at your Head Office?
Our Head Office Showroom has over 30 displays and is available to visit 9-5 Monday to Thursday and 9-4:30 Friday*.
You can arrange an appointment by calling us on 01455 896500
*We will not be able to facilitate an on-site order but we will be pleased to pass you onto your nearest AQATA dealer who will be able to assist in the purchase of your product.
What is the lead time on Aqata products?
For standard Spectra & Exclusive Solutions products, there is a lead time of 7-10 working days.
For standard Design Solutions products, there is a lead time of 2 weeks.
For bespoke products using our Made 2 Measure service, there is a lead time of 4-6 weeks on receipt of template.
During busier periods, extended lead times apply. More information will be given at the time of order.
Do any delivery charges apply?
Shower trays despatched without an enclosure will be subject to a £35.00 net carriage charge (plus VAT).
Orders for miscellaneous products (excluding trays) under the value of £200.00 (including VAT) will be subject to a carriage charge. Please ask for further details. Alternative delivery options are available upon request – price on application.
Can I order spare parts? If so, from where?
What information do I need to order spare parts?
To process your spare parts order efficiently, please ensure you have your guarantee registration number. This can be found on the guarantee paperwork that came with your product.
If you do not know your guarantee registration number, please ensure you know your product code, date of purchase and the name of the retailer you purchased the product from. A member of our team will be able to assist you further.
Do I need to pay for spare parts?
With proof of purchase, spare parts are provided free of charge* for products under two years old. After the initial two year period or for products without proof of purchase, spare parts are chargeable.
*Please refer to the full AQATA guarantee for terms and conditions
RETURNS & CANCELLATIONS
Can I return or cancel orders of AQATA products?
Yes, but terms and conditions do apply. Because of the bespoke natures of AQATA products, a re-stocking charge of 25% plus carriage charge will apply on all returned items. A £25.00 net administration charge also applies.
We will not restock any special or etched glass orders, boxes that have been opened or products over three months old. Damaged goods will not be credited.
Please see our full Returns & Cancellations Policy for further details.
CARE & MAINTENANCE
What is ClearShield ECO-GLASS?
ClearShield ECO-GLASS™ is supplied as standard on all AQATA enclosures, doors and screens, is applied to the inside of the glass and works just like ‘non-stick’ cookware, acting as a protective barrier on the surface of the glass.
More information on ClearShield ECO-GLASS™ and how to care and maintain your product can be found here.
What care & maintenance programme do you recommend to follow for Aqata products?
More information on our recommended care and maintenance programme, as well as information on hard/soft water areas can be found here.
Can I purchase care & maintenance products from Aqata?
Yes, various products can be purchased directly from us to help maintain the condition of your AQATA product. For further information, please contact us.
FITTING & INSTALLATION
How do I ensure all parts are present in product packaging?
Each product will be packed with a pick list, detailing the parts that are included. It is important to ensure that all parts correspond from the pick list to those featured in the installation instructions.
If you find that something is missing, you should contact the retailer you purchased the product from.
Alternatively, contact us and a member of our team will be able to assist you further.
Can I request additional installation instructions?
If for any reason you should require additional installation instructions, please contact us with the product code and your email address.
GUARANTEE & WARRANTY
What is the guarantee on AQATA products?
Our confidence in the quality and reliability of our products enables us to offer a lifetime guarantee* on all AQATA shower enclosures and a five-year guarantee on AQATA Linneal Showers and shower trays.
The guarantee covers manufacturing or product faults and does not cover wear and tear or damage caused during fitting or misuse.
*Terms & conditions apply
How do I validate my guarantee?
Please ensure you register your products to validate your guarantee as failure to do so will result in an invalidated guarantee. You can register your guarantee online or by calling us on 01455 896500.