PART 1 — SHIPPING POLICY

Last updated: 14th September 2026

Thank you for ordering from CaffeineWater. This policy explains where we deliver, what it costs, how long it takes, and what happens if something goes wrong. It forms part of our Terms of Sale.

1. Where we deliver

We currently deliver to addresses in the United Kingdom  — England, Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands.

If you would like to place an international or wholesale order, please contact us at wholesale@caffeinewater.co.uk and we will quote separately.

2. Age restriction — 16+

CaffeineWater contains 80mg of caffeine per 330ml can (242mg per litre). We do not sell to anyone under the age of 16.

By placing an order you confirm you are 16 or over. We may ask for proof of age at checkout or on delivery, and our couriers operate a Challenge 25 policy on orders flagged for age verification. If age cannot be verified, the order will be returned to us and refunded less the outbound carriage cost.

This restriction becomes a legal requirement for online sales in England from April 2027. We apply it across the whole UK from launch.

3. Order processing and dispatch

Working days are Monday to Friday, excluding UK public holidays. During launch periods, promotions and peak retail weeks, dispatch may take up to 2 working days — we will say so on the website if that is the case.

You will receive a dispatch confirmation email with tracking as soon as your order leaves our warehouse.

4. Delivery services and charges

All prices include VAT at 20%.

Surcharge note: Because cases are heavy (a 24-can case weighs approximately 9.5kg), orders over 30kg may be split across multiple parcels. You will not be charged more than the single shipping rate shown at checkout for a split consignment.

Indicative case weights and dimensions

5. Tracking

Every order ships on a tracked service. Your dispatch email contains a tracking link. Tracking can take up to 24 hours to show movement after dispatch.

6. Delivery attempts, safe places and neighbours

Our couriers will attempt delivery 2 times. Where you have given a safe-place instruction or the courier leaves the parcel with a neighbour, delivery is treated as complete and risk passes to you at that point. We cannot accept liability for parcels left in a nominated safe place.

If a parcel is returned to us undelivered, we will refund the order value less the outbound and return carriage costs.

7. Incorrect addresses

Please check your delivery address carefully. We cannot change an address once an order has been dispatched. If an order is undeliverable because the address given was incomplete or incorrect, we will refund the order value less carriage costs once the parcel is returned to us.

8. Cold weather and transit conditions

Aluminium cans of carbonated water can split if they freeze. Between November and March we recommend you do not leave a delivery outdoors overnight. We cannot accept liability for damage caused by a parcel being left in a customer-nominated safe place in freezing conditions.

Cans are shipped ambient. They do not require refrigeration and have a 24-month shelf life from production; a minimum of 9 months' life will remain on any can we ship.

9. Late, lost or damaged deliveries

Late: Delivery aims are targets, not guarantees. If your order has not arrived within 10 working days of dispatch (UK mainland) or 15 working days (all other UK destinations), contact us and we will raise a claim with the carrier.

Lost: We cannot declare a parcel lost until the carrier's own claim window has expired. Once it has, we will send a replacement or issue a full refund, at your choice.

Damaged: If cans arrive dented, split or leaking, email support@caffeinewater.co.uk within 48 hours of delivery with photographs of the outer carton, the packing label and the damaged cans. We will replace the affected cans or refund them. Please keep the packaging until the claim is resolved.

None of the above affects your statutory rights under the Consumer Rights Act 2015.

10. Cancellation and returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving it, and you then have a further 14 days to return the goods.

To be refunded in full, cans must be returned unopened, in their original outer packaging and in resaleable condition. For hygiene and food-safety reasons we cannot accept the return of opened cans, part-used multipacks, or cans whose seal or outer shrink-wrap has been broken, except where the product is faulty.

You pay the cost of return carriage unless the product is faulty, damaged or not as described. Refunds are issued to the original payment method within 14 days of us receiving the goods back, and include the standard outbound delivery charge (we are not required to refund the premium element of an express service).

To cancel, email support@caffeinewater.co.uk with your order number, or use the model cancellation form available on our website.

11. Subscriptions

Subscription orders ship on the cycle you select at checkout. You can pause, skip, amend or cancel at any time from your account or by emailing us, provided you do so at least 3 working days before the next dispatch date. Cancellation takes effect from the next unprocessed order.

12. Packaging and recycling

Our cans are aluminium and infinitely recyclable. Outer cartons are plain corrugate and widely recyclable. We do not use plastic shrink-wrap on consumer packs. Please recycle both.

A Deposit Return Scheme covering aluminium drinks containers is due to commence in the UK in October 2027. We will update this policy with the applicable deposit and return arrangements before that date.

13. Contact

caffeineWATER Ltd

Email: support@caffeinewater.co.uk ·

Customer service hours: Mon–Fri, 09:00–17:00