1. Overview
ORA Water aims to deliver every bottle in perfect, sealed condition. Because our products are consumable packaged drinking water, returns are accepted only in specific circumstances described below. For monetary refunds after an approved return, please also refer to our Refund Policy.
2. Eligible Reasons for Return
You may request a return or replacement if any of the following apply:
- The product was delivered damaged or leaking.
- The seal or cap was tampered with or broken on arrival.
- The product is past its best-before date at the time of delivery.
- The wrong SKU, flavour, label, or quantity was delivered.
- The shipment is materially different from what you ordered (custom-label artwork mismatch, incorrect bottle size, etc.).
3. Non-Returnable Items
For health, safety, and consumer-protection reasons we cannot accept returns for:
- Sealed bottles that were opened by the customer.
- Products purchased through self-pickup once the seal is broken.
- Custom-label, co-branded, or made-to-order SKUs after dispatch, unless defective.
- Bottles damaged after delivery due to mishandling, storage, or transport by the customer.
4. Time Window
Return requests must be raised within 24 hours of delivery. Requests raised after this window are reviewed at our discretion and may not be approved.
5. How to Raise a Return Request
- Go to My Orders and open the order in question.
- Click Request Return / Replacement and choose a reason.
- Upload clear photographs of the damaged or incorrect item and the outer packaging.
- Our team will review and respond within 1–2 working days.
Alternatively, email info@orawater.in with your order number and photographs.
6. Replacement vs. Refund
Where stock is available, the default resolution is a free replacement dispatched on our next delivery run to your area. If a replacement is not feasible, we will offer a refund per the Refund Policy, or store credit at your preference.
7. Pickup of Returned Items
For approved returns, we will arrange reverse pickup at no cost to you. Please keep the original packaging available. Self-pickup customers may be asked to drop the product at the same warehouse.
8. B2B and Subscription Orders
Wholesale, bulk, and subscription customers are covered by the same eligibility rules above. For recurring subscription deliveries, raising a return on a single delivery does not affect future scheduled deliveries; you may pause or cancel a subscription separately from My Subscriptions.