Exchange and Return Policy

At It’s Water, we are committed to providing our customers with a clear and convenient shopping experience, while complying with consumer rights under the E-Commerce Law and its Implementing Regulations in the Kingdom of Saudi Arabia.


First: Exchange Policy

The customer has the right to request an exchange within 7 days from the date of receiving the order, subject to the following conditions:

  1. The product must be in its original condition and must not have been used, opened, or benefited from.
  2. The product must be kept in its original packaging with all accessories, if any.
  3. The customer must provide the order number or any proof of purchase from It’s Water.
  4. It’s Water has the right to inspect the product before approving the exchange to ensure that it meets the exchange conditions.

The customer shall bear the shipping or transportation costs if the exchange is requested due to personal preference, such as changing the product or selecting another product.

However, if the exchange is due to an error by It’s Water, such as receiving an incorrect product or a product with an apparent defect, It’s Water will bear the exchange costs or compensate the customer according to the case.


Second: Cases Where Exchange Is Not Accepted

Products cannot be exchanged in the following cases:

  1. If the product has been opened, used, or benefited from.
  2. If the product is damaged due to improper storage or misuse by the customer.
  3. If the product was customized or prepared based on the customer’s request or specific requirements, except in cases of defect or non-compliance with the agreed specifications.
  4. If the product is not in its original condition, or is incomplete or damaged after delivery.
  5. Consumable products such as water and beverages cannot be exchanged after being opened or used, in order to preserve product safety and quality.

Third: Return Policy

The customer has the right to request a return and refund within 7 days from the date of receiving the order, subject to the following conditions:

  1. The product must be unused, unopened, and in its original condition.
  2. The product must be kept in its original packaging with all contents included.
  3. The customer must provide the order number or proof of purchase.
  4. The return request is subject to approval by It’s Water after inspecting the product and confirming that it meets the return conditions.

If the return request is approved, the refund will be processed to the same payment method used at the time of purchase, after the product has been received and inspected, and according to the processing time of the payment provider or bank.

The customer shall bear the shipping or transportation costs if the return is requested due to personal preference.

However, if the return is due to an error by It’s Water or a defect in the product, It’s Water will bear the shipping costs or provide compensation according to the case.


Fourth: Cases Where Returns Are Not Accepted

Products cannot be returned in the following cases:

  1. If the product has been opened, used, or benefited from.
  2. If the product is damaged due to improper storage or misuse by the customer.
  3. If the product is not in its original condition, or is incomplete or damaged after delivery.
  4. If the product was customized or prepared based on the customer’s request, except in cases of defect or non-compliance with the agreed specifications.
  5. Consumable products such as water and beverages cannot be returned after being opened or used, in order to preserve product safety and quality.

Fifth: Order Cancellation Before Delivery

The customer may request to cancel the order before it is out for delivery or before final processing has started.

In case of a delay beyond the delivery period communicated to the customer, or if delivery cannot be completed due to product unavailability or operational circumstances beyond the store’s control, It’s Water will contact the customer and provide an update on the order status.

In such cases, the customer may choose one of the following options:

  1. Wait until the product becomes available and the order is delivered.
  2. Replace the product with another available product, if applicable.
  3. Cancel the order and receive a refund of the paid amount.

Sixth: Delivery and Delay Notes

The delivery time is communicated to the customer before completing the purchase, and may vary depending on the city, product availability, order volume, seasons, or operational circumstances.

In case of any delay, the It’s Water team will contact the customer and provide updates through the available communication channels.

Note: Please refer to the Shipping and Delivery Policy page for more details about covered cities, expected delivery time, and chilled delivery procedures.


Seventh: Complaints

Customers may submit complaints or feedback through the official communication channels available on the It’s Water store.

Complaints will be received and followed up, and the customer will be contacted within the specified timeframe depending on the type of request or complaint, with the aim of resolving it as soon as possible.