Shipping & Returns

The Water Doctor

Last updated: [17 02 2026]

1. Purpose and Scope

This Return, Refund and Warranty Policy (the "Policy") sets out how The Water Doctor handles returns, refunds, and replacements for products and services supplied in the United Arab Emirates.
This Policy applies to:

Whole-home jumbo filtration systems supplied and installed by The Water Doctor.
Under-sink reverse osmosis (RO) drinking water systems supplied and installed by The Water Doctor.
Replacement cartridges and consumables purchased from The Water Doctor, whether delivered and installed by our technicians or delivered for self-replacement.

This Policy must be read together with our Terms and Conditions of Sale, Privacy Policy, and any product-specific warranty documentation. Nothing in this Policy limits any rights you have under UAE consumer protection laws.

2. Definitions

Consumer or Customer: A natural person purchasing our products or services for personal or household use.
Goods or Products: The Water Doctor whole-home jumbo filtration systems, under-sink RO systems, and associated components.
Consumables: Filter cartridges, RO membranes, and replaceable elements.
Installation Date: The date on which our technician completes installation and commissioning of the system.
Warranty: The one-year limited warranty described in Section 7.
Defect: A manufacturing or material defect or system fault not caused by misuse or external issues.

3. Products Covered

Whole-home jumbo filtration systems
Under-sink RO systems
Replacement cartridges and consumables
Any other product featured on The Water Doctor website

All systems are installed exclusively by The Water Doctor technicians.

4. Appointment Rescheduling

The Water Doctor does not allow cancellation of orders once they are placed.
Customers may reschedule their consultation, installation, or maintenance appointment up to 24 hours prior to the selected date.
Once installation or maintenance is completed and the system has been commissioned, the order is considered delivered and used.

5. Refunds for Installed Systems

5.1 No refund for change of mind after installation

Once installed and water has passed through the system, refunds for change of mind are not offered.

5.2 Full refund for defects within one month of installation

Once installed and water has passed through the system, refunds for change of mind are not offered.
o Provide a full refund, or
o Replace the system.
Installation or plumbing charges already performed are non-refundable.

5.3 After one month from installation

Defects reported after 30 days but within one year fall under the Warranty. Repair or replacement will be provided with no refund.

6. Returns and Refunds for Consumables

6.1 Unopened consumables

May be returned within 7 days if unused and sealed. If the wrong item was delivered, we will collect and replace or refund.
For change of mind, the customer is responsible for return shipping. Delivery fees and bank charges are non-refundable.

6.2 Opened or used consumables

Cannot be returned for hygiene reasons unless defective.

6.3 Defective consumables

We will replace or refund consumables confirmed to have a manufacturing defect.

7. One-Year Limited Warranty

7.1 Warranty coverage

One-year limited Warranty covering defects in materials, workmanship, or installation of:
o Whole-home jumbo systems
o Under-sink RO systems
o Any other product purchased through The Water Doctor website
The Warranty applies to the original purchaser and the original installation address. If the original purchaser moves within the United Arab Emirates, The Water Doctor will reinstall the existing system at the new address free of installation charge, and the remaining Warranty period will transfer to the new address.

7.2 Warranty exclusions

Filter cartridges, RO membranes, and other consumable parts, except in cases of clear manufacturing defect identified at the time of installation or delivery
Normal wear and tear or cosmetic changes to components and accessories over time
Misuse, neglect, or incorrect operation
Repairs, alterations, or relocations carried out by unauthorized parties
Issues due to external piping and plumbing, water pressure, water quality outside design parameters, or electrical factors

7.3 Remedy

Repair or replacement of defective components or system.
Refunds are not offered under Warranty except for defects within 30 days of installation.

8. Return and Warranty Claim Process

Contact us via email or WhatsApp.
Provide order details, description of issue, and photos or videos if applicable.
Allow technician inspection if required.
We will inform you of approval or rejection of the claim.

9. Inspection and Deductions

Returned products and reported defects are subject to inspection.
Refunds may include deductions for outstanding fees, bank charges, or damage not related to a defect.