Returns & Claims Policy
Royal Water Distribution | Sentinel Eleven LLC
Effective date: September 27, 2026
Royal Water Distribution, operated by Sentinel Eleven LLC, supplies products exclusively to professional customers. We handle each shipment with care and ask customers to inspect their deliveries promptly. This policy explains how to raise a concern about an order.
Returns of correctly supplied products
Because bottled water is a consumable product, we do not accept returns of products correctly
supplied and delivered in accordance with the order due to a change of mind, over-ordering, unsold inventory, or a customer's change in requirements. Exceptions apply only where we have agreed otherwise in writing or where applicable law requires them. No products should be returned without our prior written authorization and shipping instructions.
Damage, shortage, wrong products, or nonconformity
If a shipment is missing, incomplete, damaged, incorrectly supplied, or appears defective, contact us promptly at usa@water808.com. Do not sell, serve, or consume any bottle that is broken, leaking, has a compromised closure, or appears unsafe. Isolate affected products while the matter is assessed.
For visible damage or shortage, notify the carrier at delivery where practicable and make a clear notation on the delivery record. Please report the issue to us as soon as practicable, preferably within 48 hours of receipt. Concealed damage or another issue discovered later should be reported promptly after discovery. These targets help us investigate and pursue any carrier claim; they do not replace a period required by an accepted contract or extinguish a right preserved by applicable law.
Information needed for a claim
Email us with the subject Order Claim — [order number] and include:
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Your company name, contact details, order or invoice number, and delivery address;
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The date of receipt and the product and quantity affected;
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A short description of the issue and clear photographs of the bottles, labels, cartons or pallets, and any visible damage;
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The batch or lot number, carrier reference, and a copy or photograph of any delivery notation, when available.
Please retain the affected goods and their packaging while we review the claim, unless doing so would present a safety concern. Do not send goods back or dispose of them without our instructions, except where immediate action is necessary for safety or required by law.
Review and resolution
We will review the documentation and, where appropriate, consult the warehouse, carrier, or producer. We may request further information or arrange an inspection. We will then explain the outcome and the applicable action to the customer. Submitting a claim does not automatically authorize a return or establish entitlement to a credit, replacement, or refund. If goods were not delivered as agreed or do not conform to the order, we will address the matter under the accepted contract and applicable law.
This policy forms part of our B2B terms and is subject to any specific written quotation or agreement accepted for the order. Nothing here excludes rights or remedies that cannot lawfully be excluded.
Claims and questions: usa@water808.com