Refund policy
REFUND & RETURN POLICY
All Water Product Sales Are Final
Due to the consumable nature of bottled water and beverage products, all water product sales are final once delivered, shipped, or picked up, except where a product is damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law or Ascension Beverage Co. policy.
Ascension Beverage Co. does not accept routine returns or exchanges of bottled water or beverage products.
This policy helps protect product safety, quality, and compliance with food and beverage handling standards.
Unopened water products are also final sale unless a return or other remedy is required by applicable law or expressly approved by Ascension.
5-Gallon Bottle Deposits
The $10 deposit charged for each Ascension 5-gallon bottle is a refundable bottle deposit and is not considered a water-product purchase.
Bottle deposits may be refunded when eligible Ascension 5-gallon bottles are returned in accordance with the applicable service terms and the customer's bottle inventory has been reconciled.
A bottle deposit is not refunded merely because a customer skips, pauses, modifies, or cancels a scheduled water purchase while bottles remain in the customer's possession.
Any outstanding bottle balance, missing bottles, or unreconciled bottle inventory may affect the amount of deposit eligible for refund.
Only eligible Ascension Beverage Co. bottles may qualify for an Ascension bottle-deposit refund.
Hampton Pickup & Self-Service Jug Exchange
Customers using Hampton Pickup & Self-Service Jug Exchange may purchase one or more 5-gallon jugs without enrolling in recurring delivery service.
When an eligible Ascension 5-gallon bottle is returned in exchange for a filled bottle, no new bottle deposit is required for that exchanged bottle.
If a customer chooses to stop purchasing water and returns eligible Ascension bottles rather than exchanging them, any applicable refundable bottle deposit may be returned after the bottle inventory is verified.
Water purchased through Hampton pickup remains subject to the final-sale provisions of this policy.
Recurring 5-Gallon Service
Payments for completed or fulfilled recurring 5-gallon water deliveries are final, except where the delivered product is damaged, defective, incorrect, or another adjustment is approved by Ascension.
Recurring service charges may include separate amounts for:
- water;
- applicable Zone 1 or Zone 2 delivery service fees;
- bottle deposits when applicable; and
- other authorized products or services associated with the scheduled delivery.
Refundability of a bottle deposit is separate from the final-sale status of the water purchased.
Changes to future recurring service, including skips, pauses, quantity changes, frequency changes, or cancellation, are governed by the applicable recurring-service terms and do not create a right to a refund for a delivery that has already been fulfilled.
Bottled Water Orders
Bottled-water case purchases are final once delivered, shipped, or picked up, except where the product is damaged, defective, incorrect, or otherwise eligible for a remedy under this policy.
This applies to:
- standalone bottled-water orders;
- bottled water added to a scheduled 5-gallon delivery;
- local pickup orders;
- carrier-shipped orders; and
- promotional or discounted bottled-water purchases.
Non-Returnable Items
Unless otherwise required by law or expressly approved by Ascension, non-returnable items include:
- bottled water and beverage products;
- opened or unopened consumable products;
- promotional or discounted merchandise designated as final sale;
- gift cards; and
- products that cannot be safely returned to inventory.
Refundable 5-gallon bottle deposits are not treated as non-returnable product purchases and are governed separately under the bottle-deposit provisions of this policy.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery, shipment, or pickup.
If your order is damaged, defective, or materially different from what was ordered, contact Ascension within 48 hours at:
Please include:
- your order number or service information;
- a brief description of the issue; and
- clear photographs of the affected product and packaging, when applicable.
Ascension will review each matter individually.
Depending on the circumstances, Ascension may provide:
- a replacement;
- an account credit;
- a refund;
- a billing adjustment; or
- another appropriate resolution.
Refunds are not automatic and will be evaluated based on the circumstances of the order or service issue.
Exchanges
Ascension does not offer conventional product exchanges for bottled water or beverage products.
If a replacement is approved because of damage, defect, fulfillment error, or another qualifying issue, Ascension will coordinate the replacement directly with the customer.
The routine exchange of empty Ascension 5-gallon bottles for filled bottles as part of the 5-gallon service program is a container exchange process, not a merchandise return or product exchange under this policy.
Delivery & Fulfillment Issues
Customers are responsible for providing accurate delivery, pickup, shipping, and contact information.
Ascension is not responsible for fulfillment problems caused by incorrect or incomplete information provided by the customer, including incorrect addresses, inaccessible delivery locations, or missing delivery instructions.
If Ascension is unable to complete a scheduled delivery because of circumstances attributable to the delivery location or information provided by the customer, any applicable resolution, redelivery, credit, or additional charge will be evaluated based on the circumstances.
Carrier Shipping Issues
For eligible products shipped by a third-party carrier, delivery times and tracking may be affected by carrier operations, weather, destination, and other factors outside Ascension's control.
If a carrier-shipped order appears lost, damaged, or materially delayed, contact Ascension so that we can review the shipment and determine the appropriate next steps.
Providing an incorrect or incomplete shipping address may limit Ascension's ability to provide a replacement, refund, or other remedy.
Refund Processing
When Ascension approves a monetary refund, the refund will generally be issued to the original payment method when reasonably possible.
Processing times may vary depending on the payment provider, financial institution, or transaction method.
Account credits or other adjustments may be used where appropriate and agreed to by Ascension.
Event & In-Person Sales
Products purchased at events, pop-ups, festivals, community activations, or other in-person sales locations are generally final sale.
Event pricing, bundles, promotional offers, and product availability may differ from online or recurring-service pricing.
Damaged, defective, or incorrect products will be reviewed individually where applicable.
Contact Information
For questions regarding returns, refunds, bottle deposits, replacements, credits, or order issues, contact:
Ascension Beverage Co.
Hampton, Virginia
Email: info@ascensionbeverageco.com