Returns & Cancellations Policy

We want you to be completely satisfied with your purchase. If you change your mind, our Returns Policy is designed to be fair and transparent, so you can shop with confidence.

1. Right to Cancel

You may cancel your order at any time before it has been dispatched from our warehouse.

How to cancel: Please contact our support team at info@thewaterbottlestore.co.uk quoting your order number.
After dispatch: If your order has already been dispatched, you can return the item by following our Change of Mind Returns process once it has been delivered.

2. Change of Mind Returns (30 Days)

We offer a 30-day returns period starting from the date you receive your item. To be eligible for a refund, the product must be returned in brand-new, unused condition.

Eligibility Criteria

Hygiene and Use: The bottle must be unused, unwashed and must not have been filled with any liquid.
Packaging: All original packaging, tags, inserts and protective materials must be intact.
Seals: Any hygiene or safety seals must remain unbroken.
Bundles: If purchased as part of a bundle, all items must be returned together. Partial returns will result in a reduced refund.

Note: Refunds will be reduced or refused if the product shows signs of use, odour, damage or missing packaging.

3. Non-Refundable Items

The following items cannot be returned unless they are faulty:

Personalised or customised items
Gift cards

4. Faulty or Damaged Goods

We take great care to ensure all products meet high quality standards. However, faults or damage may occasionally occur.

Visible damage: Please report any dents or scratches within 24 hours of delivery, including clear photos of the item and packaging.
Manufacturing faults: If a fault develops within the applicable warranty period, contact us at info@thewaterbottlestore.co.uk. or you can fill the warranty claim directly on Brands official website.
Assessment: We may request photos, video or a simple check to help process your request quickly.

5. How to Start a Return

Email info@thewaterbottlestore.co.uk with your order number and reason for return.
Once approved, we will provide return instructions and the return address.
Please package the item securely, ideally using the original shipping box.

6. Return Shipping Costs

Change of mind: Customers are responsible for all return postage costs. We strongly recommend using a tracked delivery service, as we will not process refunds for items that are lost in transit or fail to reach our warehouse.
Faulty or incorrect items: We will cover the return postage or provide a prepaid return label.

7. Refunds

Once your return has been received and inspected (usually within 3–5 working days), we will notify you by email.

Approved refunds: Refunded to the original payment method used.
Processing time: Please allow 5–10 working days for the refund to appear in your account.