Cancellation & Refund Policy

1. Delivery terms & Conditions

We currently deliver only in selected cities of India.
We deliver the products subject to stock availability.
Each order may be delivered in more than one delivery slot.
Deliveries may be made from various retailers, authorised distributors, or directly from our factory.
The customer must check and verify each product for damage, expiry date and quantity at the time of delivery.
BIPL shall not be responsible for non-availability, delay or any delivery-related warranties due to reasons such as public holidays, climatic conditions, labour unrest, insolvency, business exigencies, government decisions, operational & technical issues, epidemics, pandemics or any other Act of God or condition beyond the control of BIPL that constitutes force majeure.
Empty jar pickup is only available to users who have ordered a Bisleri 20-litre water jar via the Bisleri@Doorstep app or website and have paid a jar deposit online after 21st July 2021.
The customer should raise a complaint regarding delivery delay or service discrepancies by providing the registered mobile number or order ID. It is recommended to include a clear screenshot of the order ID from the My Orders tab in your account settings.
In case your building doesn't have a lift, delivery will be made either to the security gate or up to the 2nd floor only.
Bisleri is not responsible for placing the jar inside the customer’s house. Delivery will be made up to the doorstep.
The customer may raise a request related to any discrepancy in delivery updates within three days of receiving communication on their registered mobile or email. Such requests can be raised by calling our toll-free number 1800 121 1007 or emailing wecare@bisleri.co.in. In the absence of any requests within the specified timeframe, the Company cannot proceed with order cancellation, refund or product delivery.

2. Delivery Turnaround Time

Our standard delivery time frame for all Bisleri@Doorstep orders is the next working day following order confirmation. Any order placed before 5 PM will be delivered by 8 PM on the next working day. Orders placed after 5 PM will be delivered by 8 PM on the following working day.
Delivery turnaround time for Vedica Glass Bottles and Carbonated Soft Drinks is up to 4 working days.
Bisleri 20-litre empty jar pickup TAT (Turn Around Time) is 10 working days from the date the pickup request is placed on Bisleri@Doorstep.
To prevent any delays or cancellations, please check that the contact number provided is correct for each order. Our delivery team will contact the customer using the provided contact number to confirm their availability.

3. Return / Refund Policies

Products may not be eligible for return in any case. However, the Company may replace the product upon verification of the concern.
In case of any defective Glass Water Bottle(s), please send us an email on the day of delivery at wecare@bisleri.co.in, specifying the number of damaged bottles and attaching clear images of the affected products. The refund amount for the damaged bottle(s) will be credited to the original mode of payment.
In case of any cancellations, refunds for prepaid orders will be processed to the original mode of payment.
Any dispute will be investigated by our team for a maximum of six months after the purchase date or before the product expiry, whichever is earlier. Any claim beyond the specified timeframe cannot be held against the Company. The Company, in rare cases, may be able to replace the product after determining the cause of concern, but it cannot issue a refund.
Customers who wish to share their experiences with the used product need to contact us within 1-2 days of opening the product. Upon registering such an experience, the customer is expected to retain more than 50% of the product. Our team will objectively review the case. If the information is found to be legitimate, we'll issue a replacement. Please note that the Company's decision will be final in such cases. Bisleri reserves the right to make policy decisions in the above cases. No additional compensation or freebies will be provided under any circumstances. Liability for any order/product is limited to the value of the order/product.

4. Cancellation / Rescheduling of Orders & Empty Jar Pick-Up order

Order cancellation can be raised anytime by the customer before it reaches the Out for Delivery stage.
The empty jar security deposit will be credited to the Bisleri wallet and can be transferred to the source account.
Customers can reschedule their subscription before they are out for delivery by logging into their Bisleri account under My Subscription. Social media platforms cannot be used for rescheduling deliveries.
In case of any issue, customers can raise it through our Customer Care number 1800 121 1007 or write to us at wecare@bisleri.co.in. Please refrain from using social media platforms for rescheduling your deliveries.
Any delay or delivery-related complaints can be raised to Customer Care at 1800 121 1007 between 8:00 AM to 8:00 PM on the day of the issue.
Customers can cancel any upcoming or pending order under their subscription plan and receive a refund in their Bisleri wallet. The amount can then be transferred to their source account. For further assistance, customers may contact our Customer Care team on 1800 121 1007 or write to us at wecare@bisleri.co.in.
In case of subscription order cancellation, the refund for the undelivered quantity will be processed on the same day to the Bisleri Wallet. Customers may then transfer the refunded amount from their Bisleri Wallet to their original payment source.
Upon cancellation of the subscription, the customer will receive a refund of the exact amount paid for any pending deliveries.
Customers must indicate the number of jars available at their end to be eligible for a refund.
Jars will not be accepted under an empty jar pick-up order if they have been unused for 1 month for any reason, or if they have been used with local water or any other liquid. The pickup agent may not accept your return jar request if the empty jar is damaged or is not in a refillable condition according to Bisleri standards.
Empty jars purchased from any retailer or distributor must be returned to the same seller for a refund. Bisleri@Doorstep (website and app) is not responsible for such returns. The Company's decision shall be final in such cases. Bisleri reserves the right to make policy decisions in these cases.
Empty jar return requests can be raised only for 20L jars purchased online through the Bisleri website or app. Once the jar is collected and the return is confirmed, the security deposit refund will be credited to the customer’s Bisleri wallet. Customers can then transfer the amount to their source account.
Duplicate Order Cancellation: If multiple orders for the same customer are scheduled for delivery on the same day, only one order will be processed for delivery. The remaining orders will be automatically cancelled and refunded. Customers may request delivery of all orders, if required.