Refund policy

30-Day Money Back Guarantee

At Not Only Water, your satisfaction is our priority. We're proud to offer a 30-day, no-fuss money-back guarantee on all our products. If, for any reason, you're not completely delighted with your purchase, rest assured that we're here to make your return process hassle-free. Here's how our return policy works:

  1. Initiating a Return

    • Within 30 days of your purchase, if you find that our product doesn't meet your expectations, you can initiate a return.
    • To be eligible for a refund, the product must be in its original, unused condition, and packaged securely in a resalable state.

  2. Refund Coverage

    • Please keep in mind that our 100% money-back guarantee covers the product price only – it doesn't extend to cover shipping and handling fees. These fees are the customer's responsibility due to their decision to try the product.

Conditions for Return

  • Our 30-day guarantee doesn't apply to products that have been used, damaged after delivery, or altered in any way.
  • All products must be returned in their original condition, with the packaging intact.
  • The buyer bears all postage and insurance costs associated with the return.
  • A 15% restocking fee will be deducted from your refund to cover handling and processing expenses.

Required Proof of Purchase

  • To complete your return, we may need a receipt or proof of purchase, such as your order confirmation email containing the order number.

Initiating Returns or Exchanges

  • For returns or exchanges, please contact our dedicated customer support team at notonlywaterr@gmail.com. Kindly provide your order number and reason for return or exchange. Our team will guide you based on the rules outlined in this policy.

Return Shipping

  • Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service and considering purchasing shipping insurance. We cannot guarantee we will receive your returned item.
  • Return shipments should be sent to: 14/22 Johnson Street, Maitland, 2320, NSW, Australia

Refunds

  • Once we receive and inspect your returned item, we will promptly notify you by email about the approval or rejection of your refund. If approved, the refund will be processed, and the credit will automatically be applied to your original payment method, minus a 15% restocking fee.

Late or Missing Refunds

  • If a refund delay occurs due to processing time between financial institutions (typically 2-3 days), contact us at notonlywaterr@gmail.com. We will diligently investigate the matter and ensure its resolution.

Damaged Items

  • If your product arrives damaged or defective, promptly contact our email team at notonlywaterr@gmail.com. Damage must be reported within 48 hours of receiving the item to be eligible for a claim. We use timestamp information from tracking links and delivery confirmations to review damage or return requests.

Feedback

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at notonlywaterr@gmail.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.