Bottled water returns
Our voluntary change-of-mind return policy does not cover bottled water once it has been delivered or collected, even if the bottles are unopened.
We cannot verify how water has been stored after it leaves our care. Heat, direct sunlight and other storage conditions can affect product quality, so we cannot accept returned water for resale.
This exclusion does not limit any cancellation, return, refund or other rights you have under applicable consumer law, including rights that may apply to online purchases. Incorrect, damaged, unsafe or defective products are handled separately below.
Waterpreneur packs
If you have paid for a Waterpreneur pack and have not collected it yet, you can cancel for a full refund. This applies to Starter, Growth and Business packs and to custom first packs.
Contact us on [email protected] or WhatsApp +27 68 628 4427 with your order number. Once a pack has been collected or delivered, the bottled water returns terms above apply.
Incorrect, damaged or defective products
If there is a problem with your order, contact us as soon as you notice it. Please share your order number, a description of the issue and, where available, photographs and the batch details printed on the bottle.
Keep the affected product and packaging where reasonably possible so we can investigate. Do not drink water you suspect is unsafe. We will explain the next steps and arrange any return, replacement or refund required by applicable consumer law. This policy does not restrict your statutory choice of remedy.
We cover return costs where the law requires us to do so. You do not need to accept a replacement instead of a refund where the law gives you that choice.
Other products
Our voluntary 30-day change-of-mind policy applies to eligible non-water products. Return them within 30 calendar days of delivery, unused and in their original packaging, with proof of purchase and all supplied parts and accessories.
Used water filters, testing instruments, health products and filtration products are excluded from this voluntary policy. This does not affect rights relating to faulty, unsafe or incorrectly supplied goods, or any other statutory return rights.
For voluntary change-of-mind returns, return shipping is at your expense and the original delivery charge is not refunded. Any different requirements under applicable law take precedence. Please allow up to 15 business days after receipt of an eligible voluntary return for the refund to reflect in your bank account.
Cancellations and help
Contact us promptly if you want to cancel an order. We will confirm its fulfilment status and explain the cancellation or return process that applies. Contacting us does not limit any statutory cancellation rights or deadlines.
Call 087 550 1231, email [email protected] or message us on WhatsApp. Please contact us before sending goods back so we can give you the correct return instructions.