Abraaj Water

Refunds

Replacement and refund policy

Our commitment to putting right anything that goes wrong with your order, and the cases, methods and timelines involved.

Last updated: 3 November 2026

1. Our commitment

At Abraaj Water we make sure your order arrives in the agreed condition and quality. If your order is not what you asked for, we will replace it or refund it under this policy.

2. What we cover

  • A damaged, leaking, opened or otherwise faulty product.
  • Receiving a different product, size or quantity than confirmed.
  • A defect in taste or smell, or an invalid expiry date.
  • A delivery that fails to reach you within the agreed window for a reason on our side.

3. What we cannot cover

  • Products that have been opened or partly used, for hygiene and food-safety reasons, unless they carry a manufacturing defect.
  • Damage caused by incorrect storage after delivery (such as leaving it in the sun or heat).
  • Custom or private-label orders once production has started.
  • A change of mind after an order has been received correctly and as ordered.

4. Time limit to request

Please notify us within 24 hours of delivery for perishable items, and within 7 days for any other case, keeping the product and invoice or order number for inspection.

5. How to request a replacement or refund

  • Call 1844666 or message us on WhatsApp 1844666 during working hours (Saturday–Thursday, 8am–8pm).
  • Or email info@abraajwater.com with your order number, a description of the issue and a photo of the product if possible.
  • We will review the request and arrange collection or replacement within one business day.

6. How we refund

Once verified, we compensate you in whichever way you prefer: a replacement, credit added to your in-app wallet for a future order, or a refund to the original payment method. Card refunds usually take 7 to 14 business days depending on the issuing bank, and delivery charges are fully refunded when the error is ours.

7. Cancelling an order

You may cancel an order before it is dispatched at no charge. After dispatch, cancellation is possible before the driver reaches your address, and a delivery fee may apply.

8. Subscriptions

A subscription can be stopped at any time before the next renewal date, and any unused balance is returned to your wallet or the original payment method.