Refund / Returns Policy
Not happy with your purchase? Please let our customer support team know. We are more than happy to try and sort out any issues you may have.
Note: Please read our Chargeback Policy below.
Order Modification or Cancellation
After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
We love our customers and making things easy for them so hope you will make things easy for us!
While we would love to take back everything, for a few hundred reasons we just cannot. So your return will be accepted only for the following reasons:
– Item received is different from what was ordered.
If you receive a different item than what you ordered or if an item you ordered is missing or damaged, please contact us immediately for a replacement.
– Your item is damaged upon receipt.
Simply take a clear photograph and send it, along with your order number to: firstname.lastname@example.org. Once we receive the photograph, we will contact you. Should damage be ascertained to be caused by ourselves or in transit, we will organise for the goods to be collected and a replacement shipped as necessary. Easy, that’s what we like. All in line with the Consumer Guarantees Act.
Late or Lost Orders
Refunds can be issued for orders that are late or not received. An item is considered late after 10 working days. Though it normally takes 3-5 working days to receive an order, complications can occur and we allow up to a maximum of 10 working days for a customer to receive their order.
If an order has not been delivered after 10 working days a refund will be issued upon notification and verification of a lost order.
All orders are tracked and orders shipped to a wrong address due to a customer filling in wrong information are not eligible for a refund. If the order is shipped to an address other than what the customer filled out then a refund will be issued.
Please note that we are not responsible for stolen packages once they have been delivered to the address that has been provided to us.
Refunds (if applicable)
Once your return is received and inspected, we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund also with an appropriate explanation.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using our contact form
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email using our contact form for proper return address and exchange instructions.
How to Return an Eligible Item
We will only accept returns for eligible items by courier delivery.
Contact us regarding your eligible item via email to request a return merchandise authorization number (RMA) and the address for returns.
– Once you receive your return merchandise authorization number, fill out the accompanying form and include it with your return package. Please also mark the exterior of your package with your return authorization number.
– Only pre-authorized returns (complete with return merchandise authorization number) will be accepted by our shipping department. Packages without a return merchandise authorization number will be returned to sender and we will accept no liability for them.
– You, the customer, will be responsible for shipping and packaging costs related to returning or exchanging an item. We will not accept returns, Cash on Delivery (COD), or prepay for return shipping.
– When you return an item, we encourage you to choose a service that will provide you with tracking and that will allow you to insure your shipment. Tracking ensures that you know when your return has arrived at our warehouse and if it gets damaged in shipping, you may be able to recoup the cost of the product from the carrier. We are not responsible for lost, damaged or misdirected returns.
– Once we receive your item and verify its condition, we will email you to confirm receipt and will issue you a refund to your original method of payment. We will only refund the purchase price of the item. Shipping, handling, processing, and customs fees are nonrefundable.
If you place a chargeback with your credit card company (on purpose or by mistake) for any order that you placed and received, there will be a $35.00 NZD research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.
InfinityWater does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee downtime and loss of revenues.
Note: The customer must attempt to return any and all merchandise to InfinityWater before attempting a chargeback. NO EXCEPTIONS!
Stolen Credit Card Purchases
We log IP strings on all orders – any orders coming back as a chargeback due to fraudulent activities will be diligently pursued through your local jurisdiction for prosecution to the fullest extent of the law.
Customer service is our #1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with InfinityWater and please let us know if you have any questions. You can contact us here.