Return & Refund Policy

Express Water — expresswater.ca

At Express Water, we aim to provide reliable bottled water delivery, transparent pricing, and straightforward customer service.

This policy explains how refunds, bottle returns, product replacements, and cancellations work.

Incorrect or Damaged Water Orders

If you receive an incorrect water type, a leaking bottle, a damaged seal, or a missing item, please contact us within 48 hours of delivery.

Email sales@expresswater.ca with your order number, delivery address, and a description of the issue.

For confirmed incorrect or damaged water products, Express Water will arrange a replacement at no additional charge.

The 48-hour reporting period helps us investigate and resolve issues promptly. It does not limit any rights or remedies provided under applicable law.

Reusable Bottle Deposits

A $10 refundable deposit per bottle applies when customers first receive Express Water's reusable water bottles.

Customers do not pay the bottle deposit again when exchanging empty Express Water bottles for the same number of full bottles.

Express Water allows up to two additional outstanding bottles without collecting an additional deposit. This allowance is cumulative across deliveries. A $10 refundable deposit applies to each additional outstanding bottle beyond the two-bottle allowance.

All reusable bottles remain Express Water property.

Bottle Returns and Deposit Refunds

Customers may return eligible Express Water bottles during an active subscription or when ending service.

Bottle collection is free.

Once eligible bottles have been collected and processed, applicable deposit refunds are issued within 3–5 business daysto the original payment method.

Lost or damaged bottles are not eligible for a deposit refund.

Only Express Water bottles are accepted for return or exchange. Bottles do not need to be rinsed, cleaned, or recapped before collection.

Water Subscription Cancellations

Express Water water delivery subscriptions have no minimum commitment or cancellation fees.

Customers may cancel, pause, or modify their recurring water deliveries through their Customer Portal.

Orders that have already been completed remain payable. Cancellation of future deliveries does not automatically refund completed orders.

One-Time Order Cancellations

One-time water orders may be cancelled before delivery is completed.

Please contact our team as soon as possible if you need to cancel.

Eligible payments for cancelled, undelivered orders will be refunded to the original payment method.

Event Orders and Unused Water

Unused water from completed one-time or event orders is not eligible for a refund simply because it was not consumed.

This does not affect applicable rights relating to incorrect, defective, or otherwise non-conforming products.

Refundable bottle deposits remain eligible for return when the corresponding bottles are returned in acceptable condition.

Water Dispenser Rental Returns

For dispenser rental arrangements, the dispenser remains the property of Express Water unless it is purchased or ownership transfers under an applicable rent-to-own agreement.

The standard refundable cooler deposit is $35.

Customers ending a rental must arrange to return the dispenser. The $35 cooler deposit is refundable when the dispenser is returned in acceptable condition, subject to the applicable rental terms.

Short-term dispenser rentals may have custom pricing, which will be communicated when the arrangement is made.

Rent-to-Own Dispensers

Under our separately offered 12-month rent-to-own program, the dispenser becomes the customer's property after all 12 required monthly payments have been completed. The applicable $35 cooler deposit is refunded following completion.

Customers wishing to end a rent-to-own arrangement early may contact us to arrange dispenser return and review any applicable shorter-term rental pricing.

Water Dispenser Warranty

Water dispensers sold by Express Water include a 12-month warranty.

If a dispenser develops a problem during the warranty period, contact our team for assessment and applicable warranty assistance.

Warranty remedies are determined according to the applicable warranty conditions and consumer rights.

Refund Method

Approved refunds are returned to the original payment method.

Refund processing by your bank or payment provider may affect when funds appear in your account.

Contact Us

Express Water

Website: expresswater.ca

Email: sales@expresswater.ca

Phone: 437-341-2000

For all returns, replacements, bottle collections, or refunds, please contact us before arranging a return.

Nothing in this policy limits rights or remedies that cannot legally be excluded under applicable consumer-protection law.