1. Order Cancellation Policy

Before Installation / Dispatch


You may cancel your order free of charge if:

  • The system has not yet been dispatched, and
  • Installation has not been scheduled.

     If the product has already been dispatched, delivery charges (if applicable)applicable) may be deducted from the refund.


After Installation

Once the RO system has been installed and connected to the water supply:

  • Cancellation requests will be reviewed on a case-by-case basis.
  • Installation, service, and delivery charges are non-refundable.
  • Used filtration consumables (filters/membranes) cannot be refunded due to hygiene regulations in the UAE.


2. Return Policy

We accept returns under the following conditions:

  • Return request must be made within 7 days from the date of delivery or installation.
  • The product must be in original condition.
  • The unit must not be physically damaged or misused.
  • All original accessories, packaging, manuals, and invoice must be included.

Due to the nature of water purification systems, heavily used or tampered units may not qualify for return.

To initiate a return, customers must contact our support team through:
 https://www.nadineaqua.ae/

Unauthorized returns will not be accepted.


3. Refund Policy

Refunds are processed under the following terms:


Eligible Refunds

Refunds may be issued if:

  • The wrong product was delivered.
  • The product has a verified manufacturing defect.
  • The product is returned within the approved return window and meets eligibility criteria.


Non-Refundable Charges

The following are non-refundable:

  • Installation charges
  • Delivery charges
  • Service visit charges
  • Filter cartridges and consumables once used
  • Customized or special-order systems


Refund Processing Time

  • Refunds will be processed to the original payment method.
  • Processing may take 7–21 working days, depending on banking procedures within the UAE.
  • In case of cash-on-delivery orders, refunds may be issued via bank transfer.


4. Damaged or Defective Products

If you receive a defective or damaged product:

  1. Notify us within 48 hours of delivery.
  2. Provide photos/videos of the issue.
  3. Our technical team will inspect the unit.


If confirmed as a manufacturing defect, we will:

  • Repair the unit at no cost, or
  • Replace the unit, or
  • Issue a refund where repair/replacement is not possible.


Damage caused by improper installation (by third parties), incorrect water pressure, neglect, or misuse is not covered.


5. Exchange Policy

Product exchanges are subject to:

  • Model availability
  • Price difference adjustment
  • Product condition

Customers requesting upgrades may be required to pay the price difference.


6. Annual Maintenance Contracts (AMC)

AMC payments are:

  • Non-refundable once the service period has started.
  • Transferable only with company approval.

Unused service visits under AMC are not eligible for cash refunds.


7. Force Majeure

Nadine Aqua shall not be held responsible for delays or failure in performance due to events beyond reasonable control, including but not limited to:

  • Government regulations
  • Supply chain disruptions
  • Natural disasters
  • Utility interruptions

8. Policy Updates

Nadine Aqua reserves the right to modify this Return, Refund & Cancellation Policy at any time. Updated policies will be published on our website.