Refund policy

Refund & Return Policy – REFILLO Canada

Effective Date: [Insert Date]

At REFILLO Canada, we are committed to providing clean, reliable, and high-quality bottled water delivery services across Kitchener, Waterloo, Cambridge, and surrounding areas.

Please review our Refund & Return Policy below.

1. Bottled Water Returns

Due to health and safety regulations, bottled water products are generally non-returnable once delivered.

However, if you receive:

  • Damaged bottles

  • Incorrect products

  • Leaking containers

  • Defective items

please contact us within 24 hours of delivery for assistance.

Eligible issues may qualify for:

  • Product replacement

  • Store credit

  • Refund consideration

at the discretion of REFILLO Canada.

2. Bottle Deposit Refunds

REFILLO Canada uses reusable water bottles as part of our sustainable delivery system.

A refundable bottle deposit may apply to each bottle provided.

Deposit Refund Eligibility

Bottle deposits are refundable when:

  • Empty bottles are returned

  • Bottles are in reusable condition

  • Bottles are not cracked, heavily damaged, or missing

Refunds may be denied for:

  • Lost bottles

  • Broken bottles

  • Excessively damaged bottles

Deposit refunds are processed after bottle inspection.

3. Water Cooler Rental Returns

Customers renting water coolers may be required to pay a refundable cooler deposit.

Cooler Deposit Refunds

Cooler deposits are refundable when:

  • The cooler is returned

  • The unit is in good working condition

  • No major physical damage is present

Charges may apply for:

  • Missing components

  • Water damage caused by misuse

  • Severe physical damage

  • Unreturned coolers

4. Subscription Cancellations

Customers may pause or cancel recurring delivery subscriptions at any time.

To avoid upcoming charges or deliveries, cancellation requests should be submitted at least 48 hours before the next scheduled delivery.

No cancellation fees apply.

5. Delivery Issues

If you experience delivery-related issues such as:

  • Missed delivery

  • Wrong address delivery

  • Incomplete order

  • Damaged products

please contact our support team as soon as possible.

We will work to resolve the issue promptly.

6. Non-Refundable Situations

Refunds are generally not provided for:

  • Customer preference changes after delivery

  • Missed deliveries due to inaccessible locations

  • Failure to leave exchange bottles during refill service

  • Minor cosmetic bottle wear that does not affect usability

7. Refund Processing

Approved refunds are typically processed within:

  • 5–10 business days

depending on your payment provider.

Refunds are issued using the original payment method whenever possible.

8. Contact Us

For refund requests or return questions, please contact:

REFILLO Canada
Email: refilloadmin@gmail.com