Refunds and Returns

We hope you love your Agua bottle, but we understand sometimes we purchase things by mistake or realise it isn’t right for us.

You can return your item within 30 days as long as its in the same unused and sealed condition. Unfortuantely, for hygiene reasons, we are unable to accept returns for used items.

If you need to return you Agua, the process is easy. Simply reach out to hello@agua.london or contact us via our social media.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

It's been more than 30 days, now what?

Our aim is to spread the positive impact on our planet. We normally make our contributions for all that positive impact we make per bottle, after 30 days, and so after this, we will have already donated on behalf of your bottle.

Hence, it would be difficult for us to accept a return after 30 days. However, if there is an exceptional case, please do reach out to one of our team and they will be happy to help!

What's the process like?

After contacting support, our team will issue you a returns authorisation.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

My refund is missing. Help!

If you haven’t received a refund yet, first check your bank account.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@agua.london

Are there any exceptions to your refund policy?

Yes.

Customised items cannot be refunded or exchanged. Similarly, sale items or items discounted with a coupon code are not eligible for refund.

My bottle arrived damaged, what do I do?

Oh no! Well that’s awkward.

We try our best to ensure the bottles are well packaged and transported safely. We use only certified couriers and have extra padding in our boxes.

But if something happens, or your box looks damaged, please take pictures straight away. We can replace items if they arrived defective or damaged. If you need to exchange it for the same item, send us an email at hello@agua.london and our friendly team will be on hand to assist you.

Does it cost to return?

Agua does not offer free returns at this time.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommend using a tracked shipping service for returns as we are not responsible for returns that don’t make it back to us. Using a tracked service is better for you and better for us.