Refund policy

Last updated: 15 October 2026

We want every can of HfreeO to reach you in perfect drinking condition. If something's gone wrong with your order, we're here to help.

Contact support@hfreeo.com and we'll do our best to put things right.

Returns and change of mind

As HfreeO is a food and drink product, we cannot accept returns of cans that have been opened or consumed unless they are faulty or otherwise do not meet your legal rights.

If you've changed your mind about an order purchased directly from us, you can cancel within 14 days of receiving it.

To return an order:

• Contact us within 14 days of delivery.
• Return the cans within 14 days of notifying us.
• Keep the cans unopened, unused and in a condition suitable for resale.
• Cover the cost of return postage.

For change of mind returns, please return all the cans in the carton you wish to cancel. You can open the outer delivery box to inspect your order.

We'll provide the return address when you contact us. Please don't send anything back without contacting us first.

These conditions do not limit your rights if a product is faulty or not as described.

Damaged, faulty or incorrect orders

If your HfreeO arrives damaged, leaking, faulty or different from what you ordered, please contact us.

We recommend getting in touch within 7 days of delivery so we can investigate quickly, although this does not affect your statutory rights.

Please include:

• Your order number.
• A brief explanation of the problem.
• Clear photographs of the affected cans and packaging, where possible.

We'll review the issue and arrange an appropriate refund or replacement.

For isolated damage, we would normally refund the affected cans based on the price paid per can within the carton. If the wider carton is affected, or you're legally entitled to another remedy, we'll address that too.

We do not normally send individual replacement cans.

Minor cosmetic marks that do not affect the product's quality or safety will be assessed individually.

Missing or undelivered orders

If your order hasn't arrived within the estimated delivery window, please check your tracking information before contacting us.

If your order is missing, delayed significantly or has been lost in transit, email support@hfreeo.com with your order number.

We'll investigate with our delivery partner and arrange a replacement or refund where appropriate.

HfreeO remains responsible for your order until it has been delivered to you or someone you have authorised to receive it, in accordance with UK consumer law.

Cancellations and pre-orders

You can cancel your order for a full refund before it leaves our warehouse, including pre-orders.

Please contact us as soon as possible with your order number.

Once your order has been dispatched, our standard returns policy and your statutory cancellation rights apply.

Taste and personal preference

We hope you love HfreeO as much as we do.

Unfortunately, we don't offer a separate taste satisfaction guarantee or automatic refunds simply because a product isn't to your personal taste.

If you believe there's something wrong with the quality, flavour, freshness or condition of your coconut water, please contact us so we can investigate.

Your statutory rights relating to faulty or misdescribed products still apply.

Refund processing

Approved refunds will be issued to your original payment method.

For change of mind cancellations, refunds will be made within 14 days of receiving the returned goods or evidence that you've sent them back, whichever is earlier.

Where no return is required, we'll process the refund within 14 days of your cancellation notification.

Where a refund is due for faulty, damaged or incorrect goods, we'll process it in accordance with your statutory rights.

Any standard delivery charge refundable by law will also be refunded. Our standard carton prices already include delivery.

Your bank or payment provider may take additional time to display the refund.

Purchases from other retailers

If you purchased HfreeO from another retailer, please contact that retailer directly.

For Amazon, TikTok Shop or other marketplace orders, you can start your request through the relevant platform.

Your statutory rights against the business that sold you the product remain unaffected.

Fair use of our returns policy

We review refund and replacement requests individually.

We reserve the right to investigate unusual, repeated or potentially fraudulent claims and may decline discretionary refunds or goodwill replacements where we reasonably suspect misuse.

We may request reasonable supporting evidence before processing a claim.

Nothing in this section limits your statutory consumer rights.

Your consumer rights

Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain unaffected by this policy.

This includes your rights where goods are faulty, unsafe, not as described or where you have a legal right to cancel an online purchase.

Contact us

For any questions about refunds, returns or damaged orders, please contact:

HFREEO LIMITED

15 Rye Hill Road, Harlow, Essex, CM18 7JE, United Kingdom

Email: support@hfreeo.com

Company registration number: 17317815