Frequently Asked Questions

Delivery

We strive to deliver your package as quickly and efficiently as possible. What can you expect from us when you buy a product from us:

  • Same day send-off. We can ship your package the same day when ordered and paid before 20:00 UTC.
  • Product not in stock. When a product is not in stock, it will be clearly stated on the product page. Only if we are sure when we will have the product back in stock we’ll make it possible to reorder the product. This so it will always be clear when we will send your package
  • Follow your order. After we have given your package to our carrier you will receive a track and trace code. This way you can track your order and you can adjust your delivery date and address when needed.
  • Who’s going to deliver you your package? We currently ship with PostNL and their partners. We have a very good relationship with PostNL and trust them completely with our deliveries. If something doesn’t go as planned, please let us know so that we can solve this as soon as possible.

Returns

It is very simple to return a product. As stated in the law, you may return a product up to 14 days after delivery without stating a reason. Do you want to return a product? Please let us know via the contact form and send the product to:

ZeroWater-NL returns
Herenweg 15
3602AM Maarssen
The Netherlands

Make sure you put the original packing slip or a note with your contact information in the package so that we know who we can refund the purchase costs to.

Be advised!

We can only return products when the products meet the return conditions below.

The product may be tried as you would in a normal store. This means that you can remove the product from the packaging except when the product is sealed. This is the case with our ZeroWater filters. You cannot return filters of which the plastic packaging has been opened, this is due to hygiene considerations. If the product breaks during its return delivery, we may charge extra costs for this, when the product is returned incomplete we may also do so. Therefore, make sure that you always send the original packaging with the returned products.

Exchanging products

Of course it is possible to exchange a product. Please note that the above return conditions apply as well. We will send the item for which you want to exchange the return within 5 days of receipt of the return. Make sure that the return costs must be paid by the customer.

Refunds

When you return a product, we refund the full purchase amount. This includes the cost of sending the product. This will be done within 14 days of receipt of the return. Be advised the costs of returning the product are at your own expense.