Returns Policy

1. Our returns policy is set according to comply and align with the provisions of the Consumer Protection Act. 

2. If you are not satisfied with the quality of a product or if there is a physical defect on the product (meaning that the product is objectively not complying with the required standard), you may return the product for a refund and/or replacement, subject to the following: 

Proof of purchase is provided (till slip or item label); and

The product with/in its original packaging is returned with the barcoded label; and

Reason for return should be that the product is defective or sub-standard product; and

Provided that there are no reasons by law or statute in terms of which a refund or exchange may be declined or refused. 

3. We reserve the right to send any returned product for technical analysis if and where required and will provide an outcome within 10 (ten) business day upon receiving the returned products. Technical analysis can/will include the comparing of our retention samples with the product in question by a qualified service provider. The outcome of the return may be done based on the professional recommendation and results from the service provider. 

4. Special / custom made orders: If a non-stock item or large quantity or special order was purchased and same is returned based upon the fact that it may not suit your specific requirements, we shall be entitled to refuse a refund or exchange if permitted by law, and/or charge up to a 25% handling fee, subject to the supplier’s terms & conditions.

 

Returns Policy within 14 days of delivery

If an item you have purchased isn't what you had in mind or for any reason does not meet your needs or expectations, we give you 14 days to return the item for a refund. All returned items must be in original, resalable condition so you need to have the original packaging including all attachments, accessories and documentation, and the item must be unused and in original condition.
If you elect a credit or refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Policy within 6 months of delivery

Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you.
If you elect a refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Fees

Please note, for all Waterware Online items there will be an additional charge incurred should you opt for us to collect the item from you.
Approved return requests for items purchased more than 14 days ago (returned under the 14-Day Returns Policy) or items returned after 6 months might incur collection, delivery and processing fees.

Returns Policy 6 months after delivery – Manufacturer Warranty

Should your goods be faulty 6 months after delivery, but still within the manufacturer or extended warranty period (should a warranty exist), Waterware will send the goods to the manufacturer for assessment and the manufacturer will decide whether or not you have a valid claim and if so, the return will be resolved in line with the manufacturer warranty policy. The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

  • Damage caused by lightning or power surges
  • Damage caused by misuse or abuse to the goods
  • Goods used for a purpose other than the purpose for which they were manufactured
  • Goods used contrary to their instruction manuals
  • Accidental damage

If the goods become defective once the manufacturer or extended warranty has expired, Waterware can assist you to have the goods repaired by acting as an agent on your behalf. Please contact us for more information. The law requires the following in respect of repairs:

  • The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
  • The quote must include the supply and installation of replacement parts, as well as the labour costs
  • You must also give authorisation for diagnostic work in order to determine the scope of the required repairs. There may be an additional fee charged for this diagnostic work.

Unreturnable Items

Certain Products are excluded from the Returns Policy due to applicable legislation or for reasons of cost efficiency. The goods Waterware excludes from the Returns Policy are:

  • Goods purchased by way of special arrangement or custom order will only be replaced or repaired if defective.
  • Goods which are sold as damaged, defective, used or repaired, where Waterware disclosed these facts to you before you bought the goods.

Refunds

Once Waterware has assessed a returned item and approved as a refund, you will receive your money back in the same manner in which you made your purchase from Waterware:

  • Credit note
  • Credit card (by reversal back to your credit card and subject to banking delays)

Waterware will refund a purchase for the exact amount paid less the following:

  • Credit note
  • Any delivery costs already incurred by Waterware
  • Any restocking fee for special orders

 

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