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Delivery & Returns
What to expect from a delivery, what happens when something goes wrong, and how bottles, dispensers and refunds are handled.
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1. Where we deliver
We deliver in Ajman, Sharjah and Dubai on our own fleet, with our own drivers. Deliveries run on fixed routes by area. We do not currently run standard routes in the other emirates; for contract volumes elsewhere, contact us.
2. Delivery charges
Delivery of five gallon (18.9L) bottles is free in all three emirates we serve.
3. Scheduling and lead time
Because routes are fixed by area, we give you a delivery day rather than an hourly slot. Your first delivery is normally made on the next run that passes your area.
Standing orders repeat on the same days without you having to re-order. To change the quantity or pause a delivery, message us before the route is loaded for that day.
4. If nobody is home
Most customers do not need to be present. If you have agreed a handover point with us — a doorstep, a service entrance, a security desk, a guard room — we will leave the full bottles there and take away any empties left out for us.
Once the goods are left at the agreed point, risk in them passes to you. We recommend bringing bottles inside promptly and keeping them out of direct sunlight.
5. Failed or refused deliveries
A delivery may fail if the address or access details are wrong, if building or site security refuses entry, if no safe handover point is available, or if payment due on delivery is not available. We will contact you and re-attempt on the next run to your area.
Repeated failed attempts caused by incorrect details may be charged.
6. Checking your delivery
Please check on receipt that the count is right and the seals are intact. Tell us about a shortage, a broken seal, or a damaged bottle within 24 hours of delivery and we will put it right.
7. Returning bottles
Five gallon bottles are returnable and remain our property. There is nothing to arrange: leave your empties out on your delivery day and the driver takes them with him. You never need to store or dispose of them yourself.
When you stop your service, all bottles must be returned on the final collection. Bottles that are not returned, or that come back damaged, contaminated or unfit for refilling, may be charged for.
8. Returning dispensers
Where a dispenser was supplied by us and remains our property, it must be returned when the service ends. Tell us and we will arrange collection on a scheduled run. Please do not attempt to dismantle or repair a unit — if it stops working, contact us and we will service or swap it.
9. Replacements
If water is delivered with a broken seal, looks or smells wrong, or the bottle is damaged, we will replace it free of charge. Contact us with your delivery date and, where you can, a photograph. Replacement is normally made on the next run to your area, or sooner if a vehicle is nearby.
Because this is a food product, we cannot accept the return of opened bottles for any reason other than a quality issue.
10. Cancellations and refunds
You may cancel or change an order before it is loaded for delivery at no charge. Once delivered, sealed and unopened stock may be returned on a subsequent visit at our discretion and credited to your account.
Where a refund is due, it is made by the same method as the original payment, or credited to your account, within a reasonable period. Prepaid coupons are credited rather than refunded in cash.
11. Coupon books
Coupons are exchanged one per bottle at delivery and are not redeemable for cash. See section 6 of our Terms & Conditions.
12. Contact
Anything to do with a delivery, a return or a replacement:
| 052 130 40 00 | |
| Telephone | 052 130 40 00 · 052 115 66 56 |
| Post | Aquamena Water Treatment LLC, P.O. Box 14301, Ajman, UAE |