Cancellation & Refunds

Cancelling an order

You can cancel free of charge at any time before dispatch. Since we dispatch within one working day, that window is short — write to us as soon as you know.

Once a pack has been handed to the courier it cannot be cancelled. You can refuse it at the door, or return it unopened under the section below.

Cancellations are refunded in full, including any delivery charge, because nothing has shipped.

Damage or breakage

Glass breaks. When it does, it is on us.

Tell us within 48 hours of delivery and send a photograph of the outer carton and the damaged bottles. We replace the pack or refund it in full — your choice. No questions asked, and we do not ask you to ship the broken glass back.

Please check the carton at the door where you can. If the outer box is visibly crushed or wet, note it with the delivery agent before you accept it; it makes the claim faster, though it is not a condition of being refunded.

Wrong or missing item

If you receive the wrong pack, or a pack is short of bottles, tell us within 48 hours of delivery with a photograph. We send the correct goods at our cost, or refund the difference in full. You are never out of pocket for our error.

Returning an unopened pack

Changed your mind? An unopened pack in its original condition can be returned within 7 days of delivery.

The pack must be unopened, with seals intact, in its original carton and insert, and fit for resale.

For a change-of-mind return the return freight is borne by you, and the original delivery charge is not refunded. Where the return is because of damage, a wrong item or our error, we bear the return freight and refund the delivery charge too.

What we cannot take back

Caldera Sparkling Hop Water is a sealed consumable. Once a bottle or pack has been opened we cannot accept it back, because we cannot verify how it was stored and we cannot resell it. This is a food-safety requirement, not a commercial preference.

We also cannot accept returns of packs that are past their best-before date, or that have been stored in direct sunlight or heat.

None of this affects your rights where the product is genuinely defective.

How refunds are paid

Refunds go back to the original payment method — the same card, UPI handle or account you paid from. We cannot redirect a refund to a different account.

Once approved, we initiate the refund immediately. It reaches you in 5 to 7 working days, depending on your bank. We will give you the refund reference so you can trace it at your end.

Where you prefer it, we can issue a replacement pack instead of a refund — that is usually faster.

Failed or duplicate payments

If money leaves your account but no order appears, do not pay again. Banks auto-reverse failed transactions, normally within 5 to 7 working days.

Write to us with the debit reference and the date, and we will trace it with the gateway and confirm what happened. If you were charged twice for one order, the duplicate is refunded in full.

How to raise a claim

One email does it. Send to cal@caldera.rocks, or call 1800 123 3415, with your order number, what went wrong in a line, and a photograph if it is damage or a wrong item.

We acknowledge within 48 working hours and settle the great majority the same day.

Unresolved? Our Grievance Officer is listed in the Terms & Conditions.