Return & Refund Policy
Last Updated: July 9, 2026
At PureXDrop, customer satisfaction is our priority. We are committed to delivering safe, hygienic, and high-quality drinking water. Because our products are consumable, our return and refund policy is designed to protect both our customers and food safety standards.
By placing an order with PureXDrop, you agree to the terms outlined below.
1. Order Inspection
Please inspect your order at the time of delivery.
If you notice any issue, kindly inform our delivery representative immediately or contact our customer support within 24 hours of receiving your order.
2. Eligible Reasons for Replacement or Refund
You may be eligible for a replacement or refund if:
- You received the wrong product.
- Your order arrived damaged during delivery.
- The product seal was broken before delivery.
- The bottle was leaking upon delivery.
- The product quality is found to be defective.
- Your order was charged but could not be delivered due to an error on our side.
3. Non-Returnable Products
- Opened or partially consumed bottled water.
- Products with broken seals after delivery.
- Orders damaged due to customer mishandling.
- Products stored improperly after delivery.
- Change of mind after successful delivery.
4. 19L Returnable Bottles
Our 19-litre bottles are reusable and may be supplied under a bottle exchange or deposit system.
Customers are responsible for returning empty bottles in good condition during the next scheduled delivery or as instructed by PureXDrop.
Charges may apply for bottles that are lost, intentionally damaged, or not returned according to our bottle return policy.
5. Refund Process
Once your request has been reviewed and approved, refunds will be processed using the original payment method whenever possible.
Refund processing times may vary depending on your payment provider or bank.
For Cash on Delivery (COD) orders, approved refunds may be issued through bank transfer or another mutually agreed method.
6. Order Cancellations
Orders may be cancelled before dispatch without any cancellation fee.
Once an order has been dispatched for delivery, cancellation requests may not be accepted.
If delivery cannot be completed because the customer is unavailable, provides an incorrect address, or refuses the order without a valid reason, PureXDrop reserves the right to refuse future orders or apply applicable delivery charges.
7. Delivery Issues
If your order is delayed due to weather conditions, road closures, public holidays, or other circumstances beyond our control, we will make reasonable efforts to complete delivery as soon as possible.
8. Quality Commitment
Every PureXDrop product is prepared, handled, and delivered according to strict hygiene and quality standards.
If you believe a product does not meet these standards, please contact us immediately so that we can investigate and resolve the issue promptly.
9. How to Request a Refund or Replacement
To request a refund or replacement, please contact us with:
- Your Full Name
- Order Number
- Phone Number
- Delivery Address
- Description of the Issue
- Photos or Videos (if applicable)
10. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
PureXDrop
Email: info@purexdrop.com
Phone: +92 328 0066888
Website: www.purexdrop.com
Business Address: Plaza # 66, Broadway Paragon City, Lahore, Punjab, Pakistan
Our customer support team will review your request and respond as quickly as possible.