Returns Policy
In compliance with the Consumer Protection Act 68 of 2008
Your satisfaction is our priority. Learn about your rights and our returns process.
Your Rights Under South African Law
Under South African law, you have the right to:
- Return goods within the cooling-off period
- Return defective or unsafe goods
- Receive a refund, replacement, or repair for faulty goods
Cooling-Off Period (Change of Mind)
7-Day Return Window
- ✓ You may return products within 7 days of delivery
- ✓ Products must be unused, in original packaging with all accessories
- ✓ You must pay return shipping costs
- ✓ Refund processed within 10 business days of receiving returned item
- ✓ 10% restocking fee applies
Exclusions from Cooling-Off Period:
- Custom-made or specially ordered items
- Products that have been installed or used
- Consumable products (filters, cartridges) if packaging is opened
- Water testing kits after seals are broken
Defective or Faulty Products
30-Day Quality Guarantee
- • Report defects within 30 days of delivery
- • We'll collect the item at no cost to you (within Northern Cape)
- • Choose replacement, repair, or full refund
- • No restocking fee for defective items
Warranty Claims
- • Manufacturer warranties: 12-24 months (product dependent)
- • Keep your proof of purchase
- • Warranties cover manufacturing defects, not wear and tear
- • Professional installation required for some warranty validation
How to Return an Item
1
Contact Us
- • Email: returns@waternest.co.za
- • Phone: 082 XXX XXXX
- • Provide order number and reason for return
2
Receive Authorization
- • We'll issue a Return Authorization (RA) number
- • You'll receive return instructions
- • For defective items, we arrange collection
3
Pack the Item
- • Use original packaging if possible
- • Include all accessories, manuals, and documentation
- • Include your RA number and invoice copy
4
Ship the Item
- • Use a trackable shipping method
- • Keep shipping receipt for insurance purposes
- • We recommend insuring high-value items
5
Refund Processing
- • Inspection completed within 3 business days of receipt
- • Refund processed within 10 business days
- • Refund via original payment method
Non-Returnable Items
- ✗ Water that has been tested or dispensed
- ✗ Custom installations already completed
- ✗ Products damaged due to misuse or negligence
- ✗ Items without original packaging (unless defective)
- ✗ Electrical items with broken safety seals (unless defective)
Damaged During Shipping
If your order arrives damaged:
- • Don't accept delivery if visibly damaged
- • If damage discovered after acceptance, contact us within 48 hours
- • Take photos of packaging and damaged item
- • We'll arrange replacement or refund immediately
- • No cost to you for shipping-damaged items
Contact for Returns
returns@waternest.co.za
Phone
082 XXX XXXX
Address
Water Nest, Kathu, Northern Cape
(Physical address provided with RA number)