Terms & Conditions

July, 2018

Thank you for visiting www.buyonline.nestlewaters.SA. We hope you enjoy learning more about Nestle Water Factory Co. LTD. products, accessories and services.

This website is operated by the Kingdom of Saudi Arabia representative office of Nestle Water Factory Co. LTD. (“Nestlé“, “we”, “us” or “our”) with its registered office a Riyadh Saudi Arabia.

By placing an order online, you agree to be bound by these terms and conditions (“Terms and Conditions”) which shall apply to all Nestle Water Factory Co. LTD. products, accessories and services (“Products“) advertised in this website www.buyonline.nestlewaters.sa

By accessing, browsing and using our Website, you acknowledge that you have read, understood and accepted, without reserve, these Terms and Conditions, as modified from time to time by us.

By placing an order through the Website, you warrant and represent that:

You have reached the legal age of majority in your country of residence; and
You are legally capable of entering into binding agreements.

An order placed on this Website is an offer and will only be binding on us when we accept it. We will confirm such acceptance (if any) by sending you an email confirming that we have received your order at which point a purchase contract between us will be formed

Copyright and Intellectual Property Rights

The content of our Website and namely, but not limited to, all user interfaces, computer code, structure, “look and feel”, layout, texts, marks, logos, diagrams, photographs, videos, sounds, music, layout, designs, know-how, technologies, Products and processes as well as the arrangement of such content (the “Content”), are the property of Nestlé or its parent company Nestlé S.A., or Société des Produits Nestlé S.A. or Nestlé Group affiliated companies or are used under license or with the authorization of their respective owners, and accordingly are protected by copyright, trademarks, patents and all other intellectual or industrial property rights which exist under applicable law.

Except as expressly provided in these Terms & Conditions, no part of the Website and no Content may be copied, reproduced, altered or otherwise modified and published on any other medium or website for non-commercial or commercial purposes without Nestlé’s prior written consent.

Nothing contained on our Website shall be interpreted or construed as granting you a license or a right to use any such Content of our Website.

Price And Method Of Payment

The prices of the Products on this Website are quoted in the local currency.

Delivery is integral part of the Product offer (i.e. free of charge).

Payment of the Products on the Website will be done either cash on delivery, or by credit/debit card, or by coupons.

We accept payments online using Visa and MasterCard credit/debit card in SAR.

All credit/debit cards details will not be stored, sold, shared, rented or leased to any third parties.

A deposit will be required on bottles for first-time Residential Consumer.

(Website) www.buyonline.nestlewaters.SA will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of Saudi Arabia.

Delivery

Delivery will be made to the address specified when you register on the Website, provided that the address/city in the following region within the drop down list: Riyadh, Jeddah, Eastern Region, etc. You may change the address provided through the “edit profile” feature and during the confirmation stage only during the checkout.

Delivery may be scheduled (for coolers, accessories and specific customers) or not scheduled depending on the types of customers and/or Products.

It is your entire responsibility to ensure that you are available to receive the Products ordered. If you are not at the delivery address to receive the ordered Products, a card with a contact number will be left for you to arrange with our Contact Center an alternative drop off time.

Products are subject to the prevailing market conditions. In the event of non-availability of any of the Products, this will be stated on the Website and/or you will be called by our Contact Center.

Where an order of any of the Products is accepted, we will ensure that the Products are dispatched within two working days from the date of placing the order.

Product Ownership And Risks

Title and ownership of the Products shall remain with us until we receive the total and final cleared payment.

The risks on the Products are passed on to you when the Products are successfully delivered without any condition of payment.

Return Policy, Refund Policy and After Sales Policy

Last Updated: 2026

Al Manhal Water Factory Company / Nestlé Waters KSA aims to provide a smooth and reliable shopping experience through our electronic platform, which includes the official website: https://www.buyonline.nestlewaters.sa and the Nestlé Waters mobile application.

This policy outlines the terms and conditions related to returns, replacements, and refunds.

First: Acceptance of Terms and Conditions

1. By using the website https://www.buyonline.nestlewaters.sa or the Nestlé Waters application, or by placing any purchase order, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

2. By submitting any purchase order through the electronic platform, you agree to be bound by these Terms and Conditions, which apply to all products of Al Manhal Water Factory Company / Nestlé Waters KSA and any related supplies or services (collectively referred to as the “Products”) offered through the official website or application (collectively referred to as the “Electronic Platform”).

3. Submission of an order constitutes an explicit acknowledgment that you have reviewed, understood, and agreed to these Terms and Conditions.

4. By placing an order, you confirm that you have the legal capacity to enter into binding agreements in accordance with the laws and regulations of the Kingdom of Saudi Arabia.

5. The Company reserves the right to amend these Terms and Conditions from time to time. The Terms and Conditions in effect at the time the order is placed shall apply.

Second: What Can Be Returned?

1. Water Products

Due to the nature of water products and their classification as consumable and health related products:
Water products cannot be returned or exchanged after delivery,
Except in the following cases only:

The product was delivered damaged or defective.
The delivered product does not match the confirmed order.

Acceptance Conditions:

The issue must be reported within 24 hours from the time of receipt by contacting the Company’s authorized call center or via official email.
The bottles must be unused, in their original condition, and without any alteration whatsoever.
The Company reserves the right to inspect the product before approving the return.
A photo or video showing the product’s condition must be provided when reporting damage or non-conformity.

Approved Resolution:

Replacement of the product, or
Refund of the paid amount through the original method of payment.

2. Accessories (Coolers, Pumps, other items)

Accessories may be returned or exchanged under the following conditions:

The product was delivered damaged or defective.
The delivered product does not match the confirmed order.

Provided that:

The product is unused,
In its original condition,
With all accessories and original packaging.

Returns do not cover:

Misuse or damage resulting from use.
Products that have been accepted and used.
Products that have been installed or used.

Third: Promotions and E-Coupons

E-coupons cannot be returned or exchanged under any circumstances.
If an order is part of a bundled offer including more than one product, partial returns are not permitted once any product within the bundle has been used.
In case of misuse of this policy or repeated unjustified return requests, the Company reserves the right to reject future requests or restrict the account.

Fourth: Return Request Process

You may submit a return or exchange request by:

Contacting the Company’s authorized customer service center via phone or official email.

The request will be reviewed, and the customer will be contacted within 2–3 business days.

The customer must retain the purchase receipt or order number as proof when submitting any return request.

Fifth: Return Fees

If the return is due to a Company error or product damage in accordance with the conditions stated above at the time of delivery, the Company shall bear the full return cost.
If the return is due to the customer’s change of mind or for reasons not covered by this policy, the customer is not entitled to request a return or exchange.

Sixth: Refund Policy

Refunds shall be processed after approval of the return request.
For electronic payments, the refund will be made to the same payment method used for the original transaction.
The refund process typically takes between 7–14 business days and may vary depending on the bank or payment service provider.

Seventh: Order Cancellation or Modification

Cancellation or modification requests may be made by contacting customer service prior to receiving the order by the customer, without guarantee of execution thereafter.

Eighth: Warranty and After-Sales Services

Water coolers sold by the Company are covered by a manufacturing defect warranty for 12 months from the date of purchase, in accordance with the manufacturer’s terms and the Company’s applicable policies.
The warranty does not cover damage resulting from misuse, failure to follow operating instructions, improper installation, or external accidents.

Ninth: General Provisions

Al Manhal Water Factory Company / Nestlé Waters KSA reserves the right to amend this policy at any time without prior notice.
This policy shall be governed by and interpreted in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia.

For any inquiries, please contact the Customer Service Team.

Change of Orders

To meet our delivery deadlines, online orders are processed automatically by our system and immediately transferred to our Logistics Centre. If you wish to cancel or modify your order, we kindly invite you to contact as soon as possible

by calling our contact center in the Saudi Arabia: 011-2650000 Riyadh: (011) 3650000 Madinah: (014) 845 8888 eastern region:(013) 8121320 Jeddah: (012) 608 0000 from 8am to 6pm from Saturday to Thursday;or
by email:services@sa.nestle-waters.com; or

You may return the Product within two working days of the delivery. If the Product has been already delivered, you may return the Product and obtain the reimbursement ONLY if the packaging has not been unsealed (when this is a machine’s packaging) and/or undamaged, you do not open the packaging of the Product and you do not use the Product received.

Warranty

The new cooler machines are guaranteed against manufacturer’s defects during twelve (12) months from the date of purchase.

The pre-owned cooler machines are guaranteed against manufacturer’s defects during six (6) months from the date of purchase.

Cookies Policy and Data Privacy Policy

A Cookies Policy applies to this Website. The Cookies Policy forms an integral part of these Terms & Conditions. We invite you to read this Cookies Policy carefully.

At the time of registration you will receive a password. It is your responsibility to maintain the confidentiality of your password. You are entirely responsible for all orders of the Products online or for any information provided to us using your email address and password. You must immediately notify us of any unauthorized use of your email address and/or password or any known breach of security.

Any personally identifying data and information that you may send via the Internet to our Website are protected and treated according to our Nestlé Data Privacy Policy. . The Nestlé Data Privacy Policy forms an integral part of these Terms & Conditions. We invite you to read this Data Privacy Policy carefully before providing us with any personally identifying data and information.

Special Offers, Promotions & Competitions

From time to time, and, at our sole discretion, purchase of Products may be subject to special or promotional offers. Nestlé reserves the right to alter, amend, suspend or terminate any special offers, promotions or competitions at any time without any prior notice.

Loyalty Program

A loyalty program applies with a points system that you can redeem for equivalent products in exchange for equivalent of currency value as stated on this Website.

Termination of Water Supply Agreement with Commercial/Business Customer for Convenience and/or for Cause

If the Water Supply Agreement with Commercial Business Customer is terminated for cause by us, given to the Business Customer at least thirty (30) days prior termination notice in writing, with no need of a Court order, the order placed online by Commercial Business Customer after the termination effective date will be automatically canceled with no delivery. The Business Customer agrees that it shall not claim for loss or compensation from Nestlé against any and all direct or indirect loss or damage whatsoever that it may incur as a result of such action or decision taken by Nestlé.

General

These Terms & Conditions shall be governed by the laws of the Saudi Arabia. Any dispute, arising in connection with these Terms and Conditions, and which is not resolved shall be submitted by either Party to the exclusive jurisdiction of the competent Courts of the Saudi Arabia (excluding Free Zones Courts).

We reserve the right to amend these Terms and Conditions from time to time. You will be subject to the Terms and Conditions in force at the time that the order was placed, unless any change to such terms and conditions is required retroactively by law or government authority.

All notices must be sent by post to our address Nestle Water Factory Co. LTD. , Riyadh, Saudi Arabia or via email services@sa.nestle-waters.com or posted in the Website.

This website is also subject to Nestlé Terms and Conditions