Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@getbacwater.com

Delivery Delays/Lost Parcels
While we always aim to deliver orders within the estimated delivery timeframe, occasional delays may occur due to third-party shipping couriers, customs processing, weather conditions, or other circumstances outside of our control. Because of this, we are unable to offer refunds for orders that are delayed in transit.

However, if your order is confirmed as lost in transit or is never delivered, we will gladly issue a full refund or replacement for your order.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Submitting a Return
If you receive your order and no longer want it for any reason, you can return it to one of our warehouses for a refund.

Please note:

  • Products must be returned in their original condition and packaging
  • Shipping and customs charges are the responsibility of the customer
  • Returns must be sent back to our warehouse using a tracked shipping method
  • The tracking code must be provided to us so we can identify the return
  • We are not responsible for packages lost in transit or not delivered by your selected return carrier

Just as we ensure your order reaches you, it is your responsibility to ensure your return reaches us. Therefore, we request tracking information for ALL returns so both parties can monitor the return's progress. Please be aware that we are not liable for courier misdeliveries, delays, or customs issues encountered by your chosen courier when returning the package to us.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@getbacwater.com