Refund policy

TheSofterWater — Return & Refund Policy

Effective date: 07/02/2026

Overview

Thank you for shopping with TheSofterWater. We want you to be completely satisfied with your purchase. This Return & Refund Policy explains when and how you can return an item and receive a refund or exchange. It applies to purchases made through thesofterwater.com. We currently sell and ship within the United Arab Emirates (UAE) only.

By placing an order with us, you agree to the terms of this policy, which forms part of, and should be read together with, our Terms of Service.

Return window

You have 14 calendar days from the date of delivery to request a return. Requests made after 14 days may not be accepted.

Eligibility for return

To be eligible for a return, your item must be:

  • Unused, uninstalled, and in the same condition in which you received it;
  • In its original packaging, with all included accessories, parts, manuals, and fittings; and
  • Accompanied by your order number or proof of purchase.

Important — water-treatment products: For hygiene and safety reasons, once a unit has been installed or connected to a water supply, it is considered used and cannot be returned unless it is defective or arrived damaged (see below).

Damaged, defective, or incorrect items

Please inspect your order upon delivery. If your item is defective, damaged, or you received the wrong product, contact us at support@thesofterwater.com within 48 hours of delivery with:

  • Your order number, and
  • Clear photographs of the item and the damage or defect (and the packaging, where relevant).

We will review your claim and arrange a replacement or refund at no additional cost to you, including any return shipping.

Non-returnable items

The following are not eligible for return or refund:

  • Units that have been installed or connected to water;
  • Opened or used consumables such as salt, filter cartridges, media, or replacement parts;
  • Items marked final sale or clearance; and
  • Gift cards.

How to start a return

  1. Email support@thesofterwater.com with your order number, the item(s) you wish to return, and the reason. Include photos if the item is damaged or defective.
  2. Wait for our reply. We will confirm whether your return is eligible and provide return instructions and the return address.
  3. Do not send items back before receiving authorization — unauthorized returns may not be accepted or refunded.

Return shipping costs

  • If the return is due to a defect, damage, or our error, we cover the cost of return shipping.
  • If you are returning an item for change of mind or other non-defect reasons, you are responsible for return shipping costs, and any original shipping charges are non-refundable. [Optional: a restocking fee of [X]% may apply — remove if not applicable.]

We recommend using a trackable shipping method. We are not responsible for returns lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within [7–14] business days. Please note that your bank or card provider may require additional time to process and post the refund.

If more than [14] business days have passed since we approved your refund and you have not received it, please first check with your bank or card provider, then contact us at support@thesofterwater.com.

Exchanges

We replace items only if they are defective, damaged, or incorrect. If you need an exchange for the same item, email support@thesofterwater.com.

Order cancellations

If you wish to cancel an order, contact us as soon as possible at support@thesofterwater.com. We will do our best to accommodate cancellation requests received before your order is dispatched. Once an order has been accepted and dispatched, it is subject to this Return & Refund Policy.

Region

This policy applies to orders sold and shipped within the United Arab Emirates. We do not currently offer sales, shipping, returns, or exchanges outside the UAE.

Contact us

Questions about returns or refunds? Email support@thesofterwater.com and we'll be glad to help.