Returns, Refunds & Cancellation Policy
At Aqua Premium Mineral Water Trading (“Aqua Premium,” “Aqua Prem,” “we,” or “our”), we value our customers and aim to provide pure, safe, and reliable drinking water. This policy explains our rules regarding returns, refunds, and cancellations to ensure transparency and smooth operations.
1. Returns
To be eligible for a return:
1.1 - The item must be unused, unopened, and in the same condition as it was delivered.
1.2 - The item must be in its original packaging.
1.3 - Customers must request a return within 36 hours of delivery.
1.4 - Hygiene and safety are our top priority: 05 gallon bottles and PET bottles that have been opened or used cannot be returned.
If the delivered bottle is found to be defective, damaged, or leaking, Aqua Premium will replace it at the earliest possible time at no additional cost to the customer.
2. Refunds
2.1 - Refunds will be processed within 7 business days from the date of approval.
2.2 - Refunds will be issued to the original method of payment (e.g., bank transfer, card, or online payment).
2.3 - A 5% processing fee will be applied to all approved refunds (excluding refunds due to defective/damaged products, which will be 100% refundable).
2.4 - Refunds are not available for:
2.4.1 - Opened or used water bottles.
2.4.2 - Gift vouchers, promotions, or bundled subscription offers.
2.4.3 - Deposits for 05 gallon bottles (unless the empty bottles are returned in good condition).
3. Cancellations
3.1 - Orders can be canceled before dispatch without any charge.
3.2 - Orders canceled after dispatch but before delivery will incur an AED 25 cancellation fee.
3.3 - If you have a subscription plan, cancellations must be requested at least 24 hours before the scheduled delivery day.
3.4 - Subscription cancellations requested within less than 24 hours of delivery will result in a 50% charge of the scheduled delivery amount.
3.5 - Non-refundable: Orders canceled less than 12 hours before delivery, or if the driver is already en route to the customer.
4. Additional Conditions
4.1 - Refunds and cancellations are not available for:
4.2 - Products delivered in good condition that were later opened or consumed.
4.3 - Bottles used for purposes other than drinking water consumption (chemicals, liquids, or any misuse). Such bottles will be considered damaged and charged at AED 35 per bottle.
4.4 - Subscription deliveries already made or partially fulfilled.
4.5 - If the customer is unavailable at the delivery location, Aqua Premium is not responsible for missed delivery. In such cases:
4.5.1 - If instructed, we may leave bottles with building security/concierge.
4.5.2 - If no arrangement is made, the delivery will be rescheduled, and an additional delivery fee may apply.
5. How to Request a Return, Refund, or Cancellation
To request a return, refund, or cancellation, please contact our Customer Support Team:
📧 Email: info@aquaprem.com
📞 Phone: +971 50 408 9003
💬 WhatsApp: +971 56 440 4161
Please provide your order number, delivery date, and reason for the request. Our team will guide you through the process.