FAQs

?Who owns Nestlé® Pure Life®?

Nestlé® and Pure Life® are registered trademarks of Société des Produits Nestlé S.A., Switzerland, with which NESTLE WATERS FACTORY H&O LLC is affiliated.

?Are all the products owned by Nestlé?

Yes,all the water brands are owned by Nestlé . However accessories are sourced by approved suppliers.

?Can I customize my order communication?

The most efficient way is to place your order through the website. However you can also reach us on the toll-free number 800 4404 or through WhatsApp on 056 409 7788

?Outside of the new website and existing 800 4404 toll-free number, is there any other way to communicate with Nestlé® Pure Life®?

Yes, you can send us on Facebook @Nestlé Pure Life Arabia or service@nestlewaters.ae or by SMS on 6567 or WhatsApp on 056 409 7788

?Do you have a mobile application to access the service?

Not at this time. But we are working on a mobile application.

?How does the water delivery program work?

For new customers when we receive your initial order, we'll call you to confirm your order and schedule your first delivery of bottled water, and set up a new water dispenser or other accessories (if you've selected one). Then, according to the agreed visit frequency, we'll pick up the empty bottles and replace them with new ones.

You can access your account online 24/7 or call us on 800 4404 toll-free number should you need further assistance.

?Receiving your first delivery

You are required to be home to receive your first delivery of water or if we are arriving to set up or pick up a water dispenser at your home and office.

You may opt for the deliverer to access your home (no liability on Nestlé Waters). Otherwise, you do not need to be at home to receive regular deliveries;

You can simply leave your empty water bottles with coupons at a pre-arranged location and we will replace them with your new delivery. After this first delivery, you can start viewing your bills, adding extra deliveries and products or even suspending a delivery if you're going to be away! It is a great time-saver!You are required to be home to receive your first delivery of water or if we are arriving to set up or pick up a water dispenser at your home and office.

?How often will water be delivered to me?

For Pre-scheduled delivery, we deliver to you once a week.
You can also schedule extra deliveries if you need additional water or other products, by logging into your online account.
Outside scheduled deliveries will be confirmed by our customer service rep.

?Can I have deliveries to more than one address?

Yes, if you need to have a delivery to more than one address, you can set up a second account for the additional address.

?What if I live in a secure building or gated community?

Once you have completed your order, our driver or customer engagement agent will contact you to confirm your order and review the specifics of the delivery location-including your building's or development's security situation.

We currently deliver to many buildings and developments with different levels of security. There is a good chance that our driver is familiar with the security issues involved in delivering to your location.

?Do I have to be home to receive my delivery?

You are required to be home for your first order or if we are arriving to set up or pick up a water dispenser at your home. You do not need to be at home to receive regular deliveries. Just leave your empty water bottles with coupons at a pre-arranged location and we will replace them with your new delivery.

?Do I have to lift anything when my delivery arrives?

You are required to be home for your first delivery especially if you have ordered a water dispenser and our 5 Gallon water refills bottles. We may set up your water dispenser and water bottle to ensure that it is working properly and show you how to replace the empty bottle also thereafter.

If you opt to allowing our representative to access your home to replace empty bottles thereafter we recommend you contact our call centre on 8004404 to register your approval and understand the terms and conditions related to this request.

?What do I do with my empty 5 gallon bottles?

If you are a recurring 5 gallon customer, every delivery, we'll pick up your empty bottles; just leave them with coupons at a prearranged location.

Our 5-gallon bottles are returnable and will be charged a one-time deposit for each bottle of water you retain at home. You can claim back this deposit when you finish your contract.

?Can I change the number of water bottles I receive per delivery?

Absolutely. We know things change, that's why you can change your order at any time. Feel free to switch your quantity by modifying your account online or contacting our customer engagement center at 800 4404.

?Rescheduling, adding, skipping, or suspending deliveries

You can reschedule or skip a delivery within 24 hours of your original delivery date by contacting our customer engagement center at 800 4404 or email us at service@nestlewaters.ae leaving your telephone number that is registered on your account.

?What kinds of products can I get delivered?
  • Coupon books
  • 5 Gallon water refills
  • Hot & Cold Water dispensers
  • Plastic dispensers
  • Bottles Stands and Nobs
  • Space Savers ( storage rack for 2 bottles)
  • Plastic Cups for cold water
  • Cup holder
  • Others
?Are your bottles returnable?

Yes, your 5-gallon bottles are returnable, and can be washed, sanitized and re-used. We sanitize and recycle these bottles ourselves.

?Managing your account

If you decide to create an account, you can manage your account online 24/7. After you receive your first delivery, you can manage your account online, where you can view your bills and add other products.

?Do I need a water dispenser or water accessories?

In order to enjoy the 5 Gallon water experience we strongly recommend the use of a water dispenser to have hot & cold water as per your needs. Should you choose to enjoy water at room temprature then we can offer other water accessories like the hand pump and plastic dispenser.

?How can I pay my bill as a scheduled delivery customer?

The easiest and quickest way to make a payment is through our website using your credit or debit card, or simply by paying cash on delivery.

?How will you bill me?

We will bill you according to the payment method you establish when you sign up for your bottled delivery service. All invoices will also reflect charges for any additional products ordered and VAT.

?What is your bottle deposit policy?

We charge a one-time standard bottle deposit of 25 AED for the first 5 gallon water bottle subscription or any extra future bottle requirements. The deposit will be refunded to you upon termination of your subscription.

?Are there any additional fees that I will need to pay?

Value added Tax ( VAT) if applicable.

?How are your returnable bottles managed in the Nestlé Waters factories?

We have numerous safety and testing steps in place, both in the field and at the factory.

Our 5 gallon bottles are designed to be reusable. This decreases the use of raw materials and reduces waste. Each bottle goes through a vigorous and multi-barrier process that thoroughly inspects, cleans and sanitizes the bottles.

When our route delivery staff collects empty bottles in the field, they are screened visually. If there are obvious sources of contamination, suspect bottles are removed from the supply chain and destroyed. Bottles that pass this screening step are returned to the distribution branch and then transported back to the factory.

At the factory warehouse, each trailer of bottles is re-inspected and evaluated by trained staff. If any remaining bottles are deemed suspect, those bottles are destroyed.

Once inside the factory, each and every bottle undergoes a specialized sniff test that detects whether there is any presence of organic compounds or strong odours. Any bottles that test positive for contamination are destroyed. Bottles that pass all of these examinations are washed with hot water at 65 degrees Celsius and food grade detergent, then sanitized with disinfectant, rinsed, then filled with water and capped. Each of these processes is tested for efficiency throughout the day.

Hundreds of tests are performed each day inside the factory to safeguard the quality of our bottled water products. These include repeated tests on the water itself, tests on the contamination detection and cleaning equipment used in the bottling process, and inspections by our staff.

?How long can unopened bottles of water be stored?

The water inside the 5G bottle shelf life is set for 3 months as per the Nestlé Standard.

?How should I store the water?

Bottled water should be stored in a cool (i.e. room temperature), dry environment away from sources of odor, such as household cleaning products, solvents such as gasoline, paint thinners and other toxic or odorous materials, and away from direct sunlight. A partially consumed bottle should be capped when not being consumed.