Refund and Returns Policy.
Please read this policy carefully before purchasing water, dispensers, branded products or related services from H2GO Water.
Customer satisfaction, product quality and hygiene
At H2GO Water, we take pride in supplying high quality purified, remineralised and ozonated drinking water, water dispensers and related products.
We are committed to ensuring customer satisfaction while maintaining high standards of hygiene and product safety.
Please read this Refund and Returns Policy carefully before making a purchase.
01 Returns of Water Products
Due to health and hygiene regulations, bottled water and refill water cannot be returned or exchanged once delivered or collected, unless:
- The product is damaged upon delivery.
- The product has been supplied incorrectly.
- The product is defective due to a manufacturing or packaging fault.
- The product was contaminated before delivery.
02 Damaged or Incorrect Orders
Please contact H2GO Water as soon as possible if you receive:
- Damaged bottles
- Incorrect products
- Missing items
- Leaking bottles
- Faulty seals
Where possible, include:
- Your order number
- Photographs of the product
- A brief description of the issue
Once verified, we may at our discretion:
- Replace the product
- Provide a store credit
- Issue a refund
03 Water Dispensers
New water dispensers may be returned within seven days of purchase, provided that:
- The dispenser is unused.
- It is returned in its original packaging.
- All accessories are included.
- Proof of purchase is provided.
After inspection, eligible refunds will be processed using the original payment method.
Items damaged through misuse, neglect, accidental damage or unauthorised repairs are not eligible for return.
04 Faulty Water Dispensers
If a dispenser develops a manufacturing fault covered under the manufacturer’s warranty, please contact us for assistance.
Depending on the nature of the fault, the product may be:
- Repaired
- Replaced
- Referred to the manufacturer or authorised service provider
Warranty coverage does not include damage caused by:
- Improper installation
- Incorrect electrical supply
- Negligence
- Abuse
- Normal wear and tear
05 Branded Water Orders
Custom branded water is manufactured specifically for each customer.
Because these products are personalised, they are non refundable and non returnable once production has commenced.
If an error is caused by H2GO Water, we will work with you to resolve the issue through replacement or another appropriate solution.
06 Order Cancellations
Orders may be cancelled before label printing, production, preparation or dispatch begins.
If an order has already been processed or dispatched, cancellation may no longer be possible.
Where applicable, approved refunds will be processed after deducting any costs already incurred.
07 Refund Processing
Approved refunds are generally processed within five to ten business days, depending on your payment provider.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
08 Delivery Issues
Please inspect your order immediately upon delivery.
If there are any issues with your order, notify us within 24 hours so that we can investigate and resolve the matter promptly.
09 Proof of Purchase
To process any return, replacement or refund request, customers must provide:
- Proof of purchase or invoice
- Order confirmation, where applicable
Without proof of purchase, we may be unable to process your request.
10 Contact Us
For any questions regarding returns or refunds, please contact us:
Fair support while maintaining quality and food safety
Customer satisfaction is important to us. If you experience any issue with your order, our team will work with you promptly and fairly to provide an appropriate solution while maintaining high standards of quality and food safety.