Watsons Water Customer Service Policy

By placing an order with any of the ordering methods provided by Watsons Water, Customer accepts and agrees to be bound by any and all the terms and conditions, now existing or which may be hereinafter enacted or enforced. Please read carefully.

1. Account Service
Customer may, subject to the procedures Watsons Water may specify from time to time, open and utilize an account to purchase the products and services provided by Watsons Water.
Customer agrees to provide Watsons Water accurate, complete and updated information1 for the maintenance of your registered account and Watsons Water shall rely upon the same information for the provision of services. Where any services are to be provided by any third parties, Customer also agrees to the transfer and disclosure of information.
Where Customer has set up a credit account, Customer is required to accept additional terms and conditions where applicable.
In the event that Customer has closed the account or it is not used for a specified period, Watsons Water shall, for your own and our protection, deem your account to be no longer in use and deactivate your account. All Customer information, including but not limited to contact history and transactions, will be retained for maximum 7 years and deleted accordingly.

2. Ordering Service

Customer can place a water order with any of the following ordering methods before the cut-off time 5:30 p.m. on working days. Unless otherwise as specified by Customer, Watsons Water shall take your latest order to super cede previous instructions on the same delivery date.
  • Customer service hotline 2857 3469, 2857 3088
  • Fax 2892 0917
  • Email to ww_macau@asw.com.hk
All orders are subject to confirmation of final availability. In the event that any of the products or services requested are unavailable, Watsons Water reserves the right to reject the order and notify Customer by the latest on or before delivery date.
Customer agrees that for any order cancellation or amendment it is Customer's responsibility to notify Watsons Water customer service centre in office hours2 at least one working day prior to delivery. In the event that Customer has failed to give the notice, a surcharge MOP$50 shall be levied for each transaction.
Whenever Customer places order, the following terms shall apply unless otherwise as specified:
Minimum order quantity unless as specified
  • 2 bottles of Watsons Water Regular 18L or Junior 12L; or
  • 3 cases of Watsons Water consumer pack; or
  • Order of other products in required unit is welcome for the same order already met the minimum order quantity
Product / Service Charge and Payment
  • All product or service charges shall base on the list price imposed by Watsons Water or signed agreement or quotation still in validity term and refer to the date of payment or delivery, whichever is earlier.
  • All dispenser or water coupon packages must be pre-paid by crossed cheque payable to "Watsons Beverage (Macau) Limited" before delivery.
  • Cash on delivery is accepted. Please ready exact transaction amount and hand to the company delivery crew as they usually carry only small change.
  • Product and service charges will be billed to Customer's credit account provided that it is normal, in good standing with no delinquent record.
  • Bottle deposit for Regular or Junior size is required for first time delivery or thereafter loan of extra bottles. Customer is responsible to keep all original bottle deposit invoice(s) for subsequent request for deposit refund. Return of empty bottles in good condition the deposit will be refunded to Customer without interest. Where amount exceeding MOP$300 it will be paid by crossed cheque or credited to the registered account name. In case of bottle damage, contamination or missing, Customer shall be charged at MOP$50 per each as cost-compensation.
  • In the event that customer fails to present original invoice(s) at time of request refund of bottle deposit, no refund will be made at the material time or thereafter period of time even the invoice(s) may be uncovered.
Water eCoupons
  • Watsons Water eCoupons are available in Regular 18L and Junior 12L with price and valid period subject to specific quantity and package. All eCoupons are applicable to direct delivery area within Macau territory and redeemable from issue date to expiry date, non-refundable, non-transferable and cannot be exchanged for cash or other products and made to any temporary address.
  • Each eCoupon can redeem one bottle of relevant size of Watsons Water and the price difference, if any, will not be refunded.
  • eCoupon
    Regular 18L carboy
    Junior 12L carboy
    Distilled or with minerals
    Distilled or with minerals
    Not applicable
    Distilled or with minerals
  • All eCoupon figure update is subject to invoice confirmation after each delivery and shown on the latest invoice with Current Balance, Purchase / Free Issue, Redeemed and New Balance.
All sold items are non-refundable. Customer is responsible for inspection of products on arrival and shall by next working day notify Watsons Water customer service centre in office hours2 for any problem found. If such notice is not given within seven days, Customer shall be bound to accept the products.
Once the refund issue is verified and confirmed, subject to account status, amount will be refunded by posted cheque. (It may take around 4-6 weeks for processing)

3. Delivery Service

Free delivery is applicable to locations accessible by delivery vehicles to building with lift facility in Macau. Delivery to remote or restricted areas is subject to Watsons Water's decision and additional delivery charge will be applied.
Under normal circumstances, products can be arranged delivery on the company schedule within 7 working days from the date of order confirmation. Normal delivery hours are within 9:00 a.m. to 6:00 p.m. Monday to Saturday, except on Sundays and statutory holidays. In the event of nobody in or rejection without reason, Watsons Water reserves the right to levy a surcharge to Customer.
Customer shall understand that actual delivery may be affected by traffic and weather conditions. Watsons Water aims to deliver as scheduled to designated point to the best of our ability but not guarantee any date or time of delivery as mentioned and is not liable for any loss arising from the delay of delivery.
Delivery service will be suspended in times of rainstorm warning or tropical cyclone signal No.8 or above is in effect and outstanding orders will be arranged in next schedule or on the other day whichever is earlier, subject to the availability of delivery resource.
Customer accepts that the title to the products shall remain Watsons Water until full payment of the products is settled while the risk of any loss or damage to the products shall be with Customer from the arrival of the products. Watsons Water has no responsibility for the products left outside or unattended at delivery point per Customer's request.
All product items loaned to Customer remain the absolute property of Watsons Water. In the event of loss or damage caused by misuse, fire, flood or theft whatsoever, Watsons Water reserves the right to retain the deposit and ask Customer to reimburse the balance of the total cost at the current market value as determined solely by Watsons Water.

4. Equipment Maintenance and Sanitising Service

Equipment hereby refers to all electrical water dispensers, beverage centres or vending machines sold, loaned or rented to Customer. Maintenance and / or sanitizing service scope and terms and conditions shall refer to both this section and respective service plan or agreement.
Under no circumstances, maintenance coverage is annulled once the equipment is repaired by anyone other than Watsons Water's technician. It covers equipment working in good condition upon joining and being used under normal conditions, excluding any cabinets or external finishing of equipment and sanitizing service.
Where any damage is caused by obsolete equipment and normal wear and tear, disaster, accident, fire, unauthorized alteration, misuse or inappropriate placement of the equipment by Customer, Watsons Water has no responsibility for any liabilities or claims arising out of the equipment.
In the event of the unavailability of parts due to discontinuation of factory production, Customer accepts the solution determined by Watsons Water including refund of the remaining maintenance fee on pro-rata basis after deduction of charge for any service done as remedy. Watsons Water is not liable for supplying any replacement for the equipment or any loss suffered by Customer consequence of the equipment or any part thereof being unusable or not being restored to proper working order.

5. Others

Watsons Water may liaise Customer by one or a combination of channels, email, facsimile, phone call or voicemail, SMS message, mail, visit in person or post in website. Any notice shall be deemed to be effective at the time when it is delivered to Customer. For email content with Customer account information, Watsons Water adopts the Secure Socket Layer (SSL), the encryption technology to protect data transmission.
All pictures of products shown in the website and printed on promotional materials are for reference only.
Watsons Water reserves the right of products and services offer, pricing adjustment and amendment to these terms and conditions. Should there be any dispute, Watsons Water reserves the right of final decision.
1 For details about our collection of personal information, please view our Privacy Policy
2 Our Customer Service Centre office hours is Mon-Fri 9:00 a.m. to 5:30 p.m. Sat 9:00 a.m. to 1:00 p.m. (Except on public holidays)