Shipping/Return Policy

The Water Works Shipping & Returns Policy

Shipping Options: At The Water Works, we prioritise prompt delivery. We offer various shipping options, each with detailed delivery times, enabling you to select the service that best fits your needs. While we aim to meet these delivery times, actual dates may vary due to factors beyond our control. If you experience any delays after your order has shipped, please contact us and we will assist you with the carrier to resolve the issue efficiently.

Free Shipping: All orders within the UAE enjoy free shipping, with no minimum purchase required.

Pre-Orders: Delivery estimates for pre-ordered items are based on the timely availability of stock from our suppliers. Delays may occur due to unforeseen issues affecting our suppliers. Should there be any delay in shipping your pre-order, we will notify you and work diligently to resolve the issue as swiftly as possible.

GCC Orders: For orders within the GCC, delivery can be expected within 7-14 days from dispatch. Please note that global supply chain challenges might occasionally extend these times. All duties and taxes are included in the final price at checkout – there will be no additional fees upon delivery.

Exchanges and Returns: We want you to be completely satisfied with your purchase. If you are not, we offer exchanges and returns for unused and undamaged items within 30 days of receipt. Please note that a restocking fee may apply for opened products. To initiate an exchange or return, please contact us via our support page Returns are not accepted for items purchased from third-party distributors.

Faulty Items: We stand behind the quality of our products. If you receive a faulty item, please contact us within 48 hours of delivery so we can resolve the issue promptly. We provide replacements, and where necessary, refunds or vouchers once a fault is confirmed. Please include proof of purchase and any delivery costs, which we will reimburse if the fault is confirmed.

Important Notes:

• The Water Works is not responsible for delivery delays caused by external factors.

• Returns must include the original or a copy of your invoice.

• Personalized items are considered final sale and cannot be returned or exchanged.

• Please allow 10-15 business days for your return to be processed and your account credited.