To cancel Primo Water delivery, call customer service and ask a representative to close your account; there is no online cancellation option. Since Primo Water merged with BlueTriton Brands in 2024 to form Primo Brands, home delivery runs through ReadyRefresh, so your account, login, and the cancellation call all route through that platform. The call itself is short. What takes longer is returning the equipment and watching your statements afterward so you don’t get charged for things you thought were handled.
Your Account Lives on ReadyRefresh Now
If you signed up with Primo Water and are confused by references to ReadyRefresh, that’s the merger at work. When you log in at water.com, you’re redirected to the ReadyRefresh portal at readyrefresh.com, and your account number, delivery schedule, and billing all transferred over.1Primo Brands. Water Delivery for Your Home and Business The phone number, business hours, and terms of service that govern your cancellation are ReadyRefresh’s, not the legacy Primo Water ones you may have bookmarked.
What to Have Ready Before You Call
A few minutes of prep keeps the call short. Pull your account number from your ReadyRefresh profile at readyrefresh.com or from a recent invoice. Confirm the service address on the account, since some households have more than one profile.
Count the five-gallon bottles you have on hand and note whether you’re using a leased dispenser or cooler. The company tracks that inventory, and a mismatch between your count and theirs can delay closing the account. If you still have your original service agreement, check it for a contract term or commitment period. ReadyRefresh’s terms note that “certain fees and/or restrictions may apply” depending on the account, so knowing whether you’re mid-contract keeps surprises off the call.2ReadyRefresh. Accounts and Billing
Call to Cancel
Call ReadyRefresh customer service at 1-800-274-5282, Monday through Friday, 8 AM to 6 PM local time.3ReadyRefresh. Help Center Contact Us Legacy Primo Water customers can also try 1-800-728-5508, which Primo Brands still lists for existing customers.4Primo Brands. Customer Service Either number should reach someone who can process the cancellation, but the ReadyRefresh number is more likely to route correctly the first time, since that’s where your account now lives.
Expect a retention pitch. Representatives are trained to offer discounts, free deliveries, or schedule adjustments to keep you subscribed. Decline politely and ask them to proceed. Before you hang up, get a cancellation confirmation number and write it down, or ask for it in a confirmation email. That number is your proof the cancellation was requested on a specific date, and it’s the single most useful thing to have if charges keep appearing. A short follow-up email to the company referencing the confirmation number, the date of the call, and the representative’s name gives you a timestamped written record on top of whatever the company puts in your file.
You Cannot Cancel Online
The ReadyRefresh portal lets you adjust delivery schedules, change your water order, and update payment methods, but not cancel.1Primo Brands. Water Delivery for Your Home and Business Primo Brands’ own site states that its contact form “cannot be used to cancel service.”4Primo Brands. Customer Service The ReadyRefresh FAQ similarly directs customers to call for account changes like cancellation.2ReadyRefresh. Accounts and Billing A phone call is the only reliable path.
Returning Bottles and Equipment
Once cancellation is confirmed, the company needs its equipment back. ReadyRefresh’s terms require the customer to “permit Company to retrieve the Equipment and/or Bottles” when service ends, and anything not returned gets charged at “full replacement value.”5ReadyRefresh. Terms and Conditions Replacement value on a cooler or dispenser can easily run over $100, so this step matters.
The usual process is simple. Place your empty bottles and any leased dispenser at the normal delivery spot on your next scheduled delivery day, and the route driver picks everything up. During the cancellation call, ask the representative to confirm the exact pickup date. If a standard route pickup isn’t available in your area, ask whether the company will provide a prepaid shipping label or arrange a special pickup.
Photograph the equipment from a couple of angles before you hand it off. That protects you if the company later claims the dispenser came back damaged. Coolers with visible cracks or missing parts cost more than ones returned in normal condition, so the photos are cheap insurance. Don’t let the equipment sit after cancellation; the longer it stays with you, the more likely you’ll see non-return charges on the card on file.
Fees You May Owe
Canceling isn’t always free. ReadyRefresh’s terms spell out a reconditioning fee of up to $50 for each leased cooler, payable when service ends.5ReadyRefresh. Terms and Conditions This isn’t a penalty for canceling early. It’s a flat refurbishment fee that applies regardless of how long you’ve been a customer. Your specific agreement may also include additional fees or restrictions tied to your contract term.
A common misconception worth clearing up: Primo Water’s bottle program is not a deposit system. You don’t get a deposit back when you return empty bottles at cancellation. As the company puts it, “this is not a deposit program — so you can’t return your bottle for cash.”6Primo Water. Primo Pre-Filled Exchange Water
If you prepaid for deliveries that haven’t happened yet, your final statement should show a prorated credit. Review it carefully. Billing mistakes are common during the ongoing systems integration between the legacy Primo Water and ReadyRefresh platforms.
Confirm the Cancellation and Watch Your Statements
After the final pickup, log into readyrefresh.com and check that your account status shows as closed. If it still shows active a few business days later, call back with your confirmation number and ask them to update it.
Monitor your bank or credit card statements for at least two full billing cycles after cancellation. Charges that continue after a cancellation are not unusual with subscription services, especially during a systems migration. If you spot one, start with the company and your confirmation number. Most post-cancellation charges are clerical and a representative can reverse them.
If the company won’t reverse a charge, dispute it with your bank or credit card issuer. Under the Fair Credit Billing Act, you have the right to challenge billing errors, including charges for goods or services you didn’t accept. Creditors must acknowledge a written dispute within 30 days and resolve it within two billing cycles. File the dispute in writing, include your cancellation confirmation number, and keep copies of everything you send.7Federal Trade Commission. Fair Credit Billing Act