Envío disponible dentro de Nueva Zelanda, Reino Unido, Europa, EE. UU., Canadá, Emiratos Árabes Unidos, Singapur y Australia. Suscríbase a nuestro boletín a continuación para saber cuándo estará disponible su país

Política de reembolso

Return & Refund Policy

We offer a 14-day return policy, meaning you have 14 days from receiving your order to request a return.

Eligibility for Returns

To be eligible for a return:

  • You must provide photographic evidence of damage to the bladder or concerns about the water quality.

  • We do not offer refunds for damage to the external Source box alone.

To begin the return process, please contact us at hello@nzsourcewater.com.

Change of Mind

If you're returning an item due to a change of mind:

  • We’ll refund the item value only, excluding shipping costs.

Damaged or Faulty Items

If your return is due to:

  • Damage affecting the quality or quantity of water inside the bladder, or

  • A broken merchandise item (e.g. jugs, coasters, bottles),
    We will offer either a refund or a replacement, depending on availability. In some cases, a refund may be the only option at our discretion.

Damages & Issues

Please inspect your order upon delivery and contact us immediately at hello@nzsourcewater.com if:

  • Your item is defective,

  • Damaged in a way that affects the product inside, or

  • You received the wrong item.
    We’ll do our best to make it right.

Exceptions / Non-Returnable Items

  • Opened water cannot be returned for health and safety reasons.

  • Due to the weight and cost of shipping, we are unable to accept returns of water once dispatched. We also cannot resell returned water.

European Union – 14-Day Cooling-Off Period

If your order was shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason, as long as:

  • The item is unopened, in its original packaging, and

  • You can provide proof of purchase.

You will be responsible for return shipping costs. If your order has already been dispatched, we will only refund the value of the water as listed on the "Pickup" section of our website (this reflects the water value less shipping costs already incurred).

Refunds

Once we receive and inspect your return request, we’ll notify you of the outcome:

  • If approved, we will issue a refund to your original payment method within 10 business days or send a replacement.

  • Please note: it may take additional time for your bank or card provider to process the refund.

If it has been more than 10 business days since your refund was approved, please contact us at hello@nzsourcewater.com.