Corporate responsibility

Terms & Conditions


These terms & conditions apply to all transactions (contracts) between you (buyer) and us DWL (seller) ordered through our DWL webshop.

Making a contract with us

When you place an order with us, you are making an offer to buy DWL goods. We will send you an e-mail to confirm that we have received your order. Once we have checked the price and availability of the goods, we will e-mail you again to confirm that we accept your order, and that a contract has been made between you and us. We will not take payment from you until we have accepted your order.

In the unlikely event that the goods are not available, or that we have made a pricing mistake, we will advise you of this first. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

If the goods are not available, we will let you know the next availability and offer you to supply you with substitute goods. If you decide not to accept the substitute goods, you will get a timeframe to wait for your specific order.


How to place order

When you place an order through our website you use our shopping cart function. Once you have all the goods you need we will redirect you to Paypal/Pesapal  where you will make payment. Upon making an order you will receive an email confirming this order.


DWL may offer Products on a pre-order basis, prior to the official release date. The release date is the date the Products is available to ship. We make our best effort to meet these release dates, but they are subject to change based on manufacturing schedules.

A credit card is required to place a pre-order, but if you decide to place a pre-order, your credit card will only be used to obtain authorization from your credit card company for the total amount of the order (including any applicable delivery charges, taxes and fees).

Your credit card will not be charged until your water product is ready to ship (so please be sure your card is not due to expire between the time you place your order and the time your item is expected to be delivered).

If you wish to add items to your pre-order, please do so by placing a separate new order for the additional items.

To make changes to your pre-order, please email us at We will do our best to accommodate your change request prior to fulfilling your order, but we cannot guarantee your change request will be made before your order ships.

New Orders

Orders for in-stock Products will be processed upon receiving and accepting your order.  At that time, your payment will be collected and we will make our best effort to ship and deliver your order within 24 hours. An email notification will be sent to you confirming your order and providing you with an order number.

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time after receipt of your order to accept, decline or limit your order for any reason, whether or not your credit card or pesapal has been charged. If your credit card has been charged and your order is canceled, you will receive a prompt refund credit to your account. Once an order has been placed, it cannot be cancelled unless the shipment is unavoidably delayed. In this case, we will do our best to cancel the order if requested. We make every effort to maintain the availability of our site. However, should we experience technical difficulties, we are not responsible for orders that are not processed or accepted.


Delivery costs are included in the price listed on our website. In stock Orders made prior to 2.00pm will be dispatched the same day. In stock Orders made after 2.00pm are subject to confirmation of same day dispatch or the next working day through our delivery vans.

If the goods are lost or damaged in transit, please let us know promptly for damage control purposes.

Some of our orders may require a signature upon delivery. For these product types, please make sure a responsible person will be available at your address to accept the delivery. To receive your delivery on the first delivery attempt, please maintain communication with the delivery driver using the contact info provided to you in your delivery confirmation email.

Products Listing and Pricing

DWL will make every attempt to ensure all Products, descriptions, images, links, specifications, reference and pricing listed on our website are accurate. In the unlikely event an error occurs, DWL will not be bound to this error, nor can we guarantee that all information posted on our website is current, accurate or complete. DWL will correct any known issues as soon as possible and allow you to complete your order or cancel it.

In the event a Products or service is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or Products information, DWL retains the right to refuse or cancel any orders placed for Products or services listed at the incorrect price. We shall have the right to refuse any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we will immediately issue a credit to your credit card account in the amount of the charge.

Changes in Products and Pricing

We are constantly updating and revising our offerings of Products and services, and we may discontinue Products and services at any time without notice. To the extent that we provide information on availability of Products or services, such information is subject to continual change, so you should not rely on such information, and we will not be liable for any lack of availability of Products or services that you may order through our site.

All pricing for the Products and services available on our site is subject to change. For all of our prices and Products, we reserve the right to make adjustments due to changing market conditions, Products discontinuation, manufacturer price changes, errors in advertisements and other extenuating circumstances

Cancellation and Returns

You can cancel your scheduled delivery contracts at any time upon issuance of a up to 7 working days. To do this, please e-mail us or write to us. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. If you cancel, you must return the goods to us (DWL site address) at your own expense.

You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, but we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and these results in damage or deterioration, we will charge you for the reduction in value. This cancellation policy does not affect your legal rights — for example, if goods are faulty or mis-described.

Returns are accepted within 3 days of your original purchase. If you would like to return a bottle for a refund, please email a request with your original order number in the subject line to

Returns and refunds will not be accepted for used bottles. DWL will cover the shipping fees for the return of an item presenting a quality issue.

Faulty goods

DWL is a premium brand water company. We offer an outstanding lineup of healthful, clean- and great tasting drinking water. However, if there is any problem with the goods, please contact us immediately (< 24 hours from delivery). We will deal with the matter with great care and attention in accordance with your legal rights.

Damage to caps/dispenser machines/DB/JC (breaks and leaks)

If your cap experiences damage or if your bottle leaks, refrain from sending us your damaged bottle. Instead, click on the link below, sign in, and enter your warranty details. Please note you may be required to send us a photographic evidence of your product damage to validate any claims.

Changes to these terms

We may amend / update our terms and conditions at any time, so please do not assume that the same terms will apply to future orders. Always check latest version on this website before ordering.

Customers can receive these terms and conditions by email/letter upon request – please call +254 710814606 for more information

Payment Terms

Terms of payment are within our sole discretion and, unless otherwise agreed by us in writing, payment must be received by us prior to our acceptance of an order.  Local taxes are not included in DWL prices, and will be added to the purchase price, where applicable. In such event, you agree to pay said taxes or furnish evidence of exemption.

We only accept VISA, MasterCard, American Express, and Discover credit cards for all purchases. You represent and warrant that:

  • the credit card information you supply to us is true, correct and complete;
  • charges incurred by you will be honored by your credit card company; and
  • you will pay charges incurred by you at the posted prices, including all applicable taxes and fees, if any.

All payments must be in United States Kenya Shillings. Current billingaddress and phone information must be included with every order. Charges for shipping and handling will be made in accordance with our then-current shipping policies, as described above.


Other payment modes include:

  • Direct deposit to CO-OPERATIVE BANK MTWAPA, AC- 01148140896100
  • M-Pesa Pay bill No; 654645 Acc (Customers Name).

Dispenser Bottles Deposit and Handling

We have two different kind of Dutch Water refillable dispenser bottles; White and blue. White bottles requires a non refundable initial of Kshs.600/- while blue bottles requires a non refundable initial cost of Kshs.700/-.

DWL is asking the customer that the Dispenser bottles be handled with utmost care and to be stored in a clear area and are not damaged during use.

Dispenser Machines

The customer will receive a dispenser machine upon agreement. DWL will service and maintain for dispensing Dutch water only.

Any damage on the dispenser machine(s) besides the normal wear and tear will be repaired and charged to the customer.

If a Dispenser Machine fails to function it will be replaced by Dutch Water Ltd at first opportunity on request by the customer.


Supply of Drinking Water


Dutch Water Ltd will be responsible in maintaining flawless supply of Dispenser water, Jerry Cans, 500ML, 1000ML, 1.5 ML PET Disposable Bottles, 250ML, 520ML, 1180ML Glass Bottles and DWL Bulk water.

DWL will be responsible for the supply of quality and healthy water up to delivery. After delivery it is up to the receiving party to ensure hygiene of the bottle and other fixtures. (note: 1000ML = 1 liter)

Privacy and Customer Information

We are committed to protecting your privacy. We have created a detailed Privacy Policy to hopefully answer any questions you may have.  See our Privacy Policy at  The Privacy Policy is incorporated into these Terms and Conditions of Sale.  In addition, if you have any questions regarding our Privacy Policy, you may email us at:

Force Majeure

In addition to any excuse provided by applicable law, we shall be excused from liability for non-delivery or delay in delivery of Products and service available through our site arising from any event beyond our reasonable control, whether or not foreseeable by either party, including but not limited to, labor disturbance, war, fire, accident, adverse weather, inability to secure transportation, governmental act or regulation, and other causes or events beyond our reasonable control, whether or not similar to those which are enumerated above.


DWL (Dutch Water Limited), terms and conditions – version 01 May 2020

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