Returns & Refund

Returns & refunds

Unshipped Items

All unshipped order can be cancelled and a refund request can be made to sales@waterdrop.ae Refund amount will be less any bank charges and will be processed within 10 working days.

Shipped Items

Any shipped items (including shipped and not delivered) can be cancelled and a refund request can be made to sales@waterdrop.ae. Any delivered item has to be returned back to Waterdrop’s Dubai office. Such refunds will be less shipping charges, bank charges and will be processed within 10 working days.

Installation Free Items

Orders for items with free installation can be cancelled at least 48 hours prior to the scheduled installation appointment. Refund amount will be less any bank charges and will be processed within 10 working days. Any order cancellation request received less than 48 hours prior the scheduled installation appointment will incur a cancellation charge AED 250.

After installation is completed

Orders cannot be canceled after the products has been installed. In case of manufacturing defect and if the product is still within the warranty period, please send us an email on sales@waterdrop.ae describing the issue. Subject to availability, a similar model filter system will be replaced within 7 working days at no additional cost. The defective filter must be returned in complete, including its existing accessories, connections and manuals.

There are times when we may not have the product(s) that you choose in stock or may face some issues with our inventory and quality check. In such cases, we may have to cancel your order. You will be informed about it in advance so that you do not have to worry unnecessarily about your order.

One year warranty

Octopus First General Trading LLC (referred herein as the “Waterdrop”) provides a one year limited warranty from the purchase date as per the sales invoice or receipt issued by Waterdrop. Waterdrop reserves the right to either replace the defective products and / or parts with new ones or repair the defective products or parts at its own discretion. Repair or replacement of defective products is determined after checking the defective products. However, we will always attempt to repair the defective products before replacing them with new products. All products and parts that are replaced become the property of Waterdrop. Repair or replacement of the defective products under this Warranty does not extend or renew the Warranty period and the original purchase date will still be considered for future Warranty claims. Waterdrop reserves the right to charge a service fee for out warranty repair / service of any nature and warranty is not applicable to cases other than defects in material, design and workmanship.

This warranty does not cover:

1. Periodic checks, maintenance, no fault found cases, repair and replacement of parts due to normal wear and tear.

2. Abuse or misuse, including but not solely limited to the failure to use this product for its normal purposes or in accordance with Waterdrop Product instructions on usage and maintenance.

3. Defects results from usage of the product in conjunction with accessories that are not approved by Waterdrop for use with this product.

4. Failure of the product arising from incorrect use not consistent with the instructions and technical safety standards prescribed in the product user manual.

5. Accidents, Acts of God, lightning, water, fire, public disturbances, improper ventilation, voltage fluctuations or any cause beyond the control of Waterdrop "Force Majeure".

6. Unauthorized modifications carried out to the product in order to comply with local or international technical standards in countries for which this Waterdrop product was not originally designed.

7. The serial number on the product has been altered, deleted, removed or made illegible.

8. Consumables (components that are expected to require periodic replacement during the lifetime of a product such as non-rechargeable batteries, replacement filters etc.)

9. Neglect

Limitations and Exclusions:

If any exclusion is not permitted by the applicable law, Waterdrop excludes or limit its Warranty only to the maximum extent permitted by applicable law. Any Warranty that cannot be fully excluded will be limited to the duration of this Warranty.

Waterdrop’s obligation under this Warranty is to repair or replace products subject to these Warranty terms and conductions. Waterdrop shall not be liable for any loss or damage relating to products and service covered by this Warranty, including economic or intangible losses-the price paid for the product- loss of profits, revenue, data, enjoyment or use of the product, indirect, incidental, consequential loss or damage.

This warranty is not transferable. This warranty will be the purchasers' sole and exclusive remedy and Waterdrop shall not be liable for any incidental or consequential damages for breach of any express or implied warranty of this product.

For more information about our cancelation and refund policy, if you have questions, or if you would like to make a complaint, please contact us by email at sales@waterdrop.ae