Return Policy

Last updated: 22.10.2026

This Return Policy applies to purchases from MPS ÁGUA, LDA (AguAqui), NIF 518493938, 2735-340 Sulim Park, Pav. 74, Estrada de Paço de Arcos, Alto da Bela Vista, Agualva Cacém, Sintra, Portugal, made on the website or in the mobile application. It complements our Terms and Conditions of Sale and Delivery and does not limit your statutory rights under Portuguese law (Decree-Law No. 24/2014 and Decree-Law No. 84/2021).

1. Right of Withdrawal

1.1 As a consumer, you may withdraw from a purchase made at a distance within 14 calendar days, without giving any reason.

1.2 The period starts on the day you, or a third party indicated by you, receive the product.

1.3 To exercise this right, inform us of your decision before the period ends, by email to office@aguaqui.pt, by phone at +351 913 867 907, or by sending the model withdrawal form below. Any clear statement is enough.

1.4 Water subscriptions: the 14-day period starts on the day of the first delivery. If you withdraw, we refund the amounts paid within 14 days, except for water already opened, and collect the dispenser and bottles at no cost to you.

2. Exclusions

The right of withdrawal does not apply to:

• water, beverages and food products that have been opened, or whose seal has been broken after delivery, for health and hygiene reasons;
• perishable products or products that may deteriorate rapidly;
• equipment or products made to the customer's specifications or clearly personalised.

3. Return Conditions

3.1 Products must be returned within 14 days of informing us of the withdrawal, in good condition, complete and, where applicable, in their original packaging.

3.2 You are responsible for any loss of value resulting from handling the product beyond what is necessary to check its nature, characteristics and functioning.

4. Refunds

4.1 We will refund all payments received, including the cost of standard delivery, within 14 days of the day we are informed of your withdrawal.

4.2 We may withhold the refund until we have received the product back or you have provided proof of having sent it, whichever is earlier.

4.3 The refund is made using the same payment method used in the purchase, unless you expressly agree otherwise, at no cost to you.

4.4 Paid orders that are cancelled before delivery are refunded in accordance with section 14 of the Terms and Conditions of Sale and Delivery.

5. Return Costs

5.1 If you withdraw from the purchase, the direct cost of returning the product is borne by you.

5.2 If the product is defective or we made a delivery error, AguAqui bears all costs of collection and replacement.

6. Reusable Bottles

Returning empty 18.9L reusable bottles is not a product return: the bottles remain the property of MPS ÁGUA, LDA and are collected in accordance with section 9 of the Terms and Conditions of Sale and Delivery.

7. Warranty

7.1 Equipment (such as dispensers, pumps and machines) is covered by the legal 3-year warranty, in accordance with Decree-Law No. 84/2021.

7.2 If a product has a defect, please report it as soon as possible so that we can repair, replace or refund it.

8. Contacts

Returns: office@aguaqui.pt · Phone: +351 913 867 907 · aguaqui.pt/contact-us

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

• To: MPS ÁGUA, LDA (AguAqui), 2735-340 Sulim Park, Pav. 74, Estrada de Paço de Arcos, Alto da Bela Vista, Agualva Cacém, Sintra, Portugal, office@aguaqui.pt
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

* In case of discrepancy between the Portuguese and English versions, the Portuguese version shall prevail.