Refund policy

Refund and Return Policy for Express Water - Water Delivery Service

At Express Water, we are dedicated to providing excellent service and quality products. If you are not fully satisfied with your purchase, we offer the following refund and return policy for both water bottles and water coolers.

1. Bottle Deposit Policy

  • Deposit Charge: A refundable deposit of $10 CAD is charged for each 3-gallon or 5-gallon water bottle at the time of purchase or delivery. This deposit is fully refundable when the bottle is returned in good condition.

  • Condition for Refund: To be eligible for a refund of your bottle deposit, the water bottle must be returned in good shape, without any signs of damage, cracks, or misuse. The bottle must also not have been used for any other liquids other than water.

  • Refund Process: The refundable deposit will be returned to you once the bottle is collected, inspected, and verified to be in good condition. Refunds will be processed promptly and credited to your original payment method.

2. Returns and Refunds for Unopened Bottles

  • Return Eligibility: We accept returns for unopened and unused 3-gallon or 5-gallon water bottles.

  • Return Window: Returns must be initiated within 30 days of delivery. After 30 days, we are unable to accept returns for any reason.

  • Condition for Return: Bottles must be unopened and in the same condition as when received. We cannot accept bottles that have been opened or used.

  • Return Process: To return an unopened bottle, please contact our customer support team to arrange for a return pickup or drop-off.

3. Satisfaction Guarantee (Refunds for Water Quality)

  • Water Quality: If for any reason you are not satisfied with the quality of the water, we offer a full refund or a replacement for any unopened bottle returned within 7 days of delivery.

  • Refund Criteria: If you are dissatisfied with the taste, odor, or overall quality of the water, please contact us and provide feedback. If we find the complaint to be valid, we will issue a refund or replacement for the affected bottle(s).

4. Returns for Water Coolers

  • Cooler Return Eligibility: Water coolers can be returned within 7 days of delivery, only if they are unused and in original, undamaged condition.

  • Condition for Refund: To be eligible for a refund, the water cooler must be returned unopened and free from any physical damage or signs of use. We reserve the right to inspect the returned cooler to confirm its condition.

  • Damaged Coolers: If the water cooler is returned damaged, or if it has been used, you will be required to pay a $140 CAD rental fee for the cooler. The rental fee is charged to cover the cost of the cooler, and we will not refund this amount.

  • Refund Process: If your cooler meets the conditions for return, we will process the refund (minus any applicable rental charges). Refunds will be processed promptly to your original payment method.

5. Non-Returnable Items

  • Opened Bottles: We cannot accept returns or issue refunds for opened or partially used bottles due to hygiene and safety reasons.

  • Used or Damaged Coolers: Water coolers that are used or returned with damage are not eligible for a full refund. If a cooler is returned in damaged condition, you will be required to pay the $140 CAD rental fee for the cooler.

  • Delivery Charges: Delivery fees are non-refundable, except in cases where we are at fault (e.g., delivery error or damaged product).

6. Refund Method

  • Refund Process: All refunds will be processed to your original payment method. Depending on your bank or payment provider, it may take up to 5-7 business days for the refund to appear on your account.

7. Defective or Damaged Bottles or Coolers

  • If your bottle or cooler is delivered damaged or defective, please contact us within 48 hours of receiving your order. We will arrange for a replacement or issue a refund for the affected item(s). We may ask for photographic evidence of the damage to expedite the process.

8. Contact Information

For returns, refunds, or any other inquiries, please contact us:

  • Phone: 437-341-2000

  • Email: sales@expresswater.ca

  • Business Hours: Monday - Friday, 9:00 AM - 8:00 PM (excluding holidays)

9. Changes to Policy

We reserve the right to modify or update this return and refund policy at any time. Any changes will be posted on our website, and the updated policy will apply to all future transactions.