Returns Policy

Returns Policy

Effective Date: 25 January 2024

At H2O Warehouse, we strive to ensure customer satisfaction by providing high-quality products and excellent service. However, we understand that there may be occasions when a return or exchange is necessary. Please review our updated returns policy below:

Returns and Exchanges

  1. Defective or Damaged Products: If you receive a defective or damaged product, please contact our customer service team within 7 days of receiving your order. We will provide instructions on returning the item and offer a replacement or refund.

  2. Incorrect Items: In the rare event that you receive an incorrect item, please notify us promptly. We will arrange for the correct item to be shipped to you. You may be required to return the incorrect item following our return instructions.

  3. Unsatisfactory Products: If you are not satisfied with your purchase for any reason other than defect or damage, you may return the item within 14 days of receipt. The product must be unused, in its original packaging, and in resalable condition. You will be responsible for return shipping costs.

  4. Exchanges Prior to Delivery: If you wish to exchange an item prior to delivery but after it has been picked and packed, a restocking fee of 10% will apply. The remaining balance can be allocated as store credit or refunded via the original payment method (e.g., PayFast). Direct bank transfers will not be processed.

Return Process

  1. Contact Customer Support: To initiate a return or exchange, please contact our customer service team at support@h2owarehouse.co.za with your order number and reason for the return.

  2. Authorisation: Our team will review your request and provide you with return instructions via email. Please include all relevant details when making your request.

  3. Packaging: Ensure the product is securely packaged, including all original accessories and packaging.

  4. Return Shipping: For general returns, you are responsible for return shipping costs. We recommend using a trackable shipping service.

Refunds and Exchanges

  1. Refunds: Once we receive your returned item, please allow 5-10 business days for processing. We will notify you of the approval or rejection of your refund. Approved refunds will be credited to your original payment method.

  2. Exchanges: If you wish to exchange an item, please specify this when initiating the return. Exchanges are subject to product availability.

  3. Restocking Fee: A restocking fee of 10% may apply for certain items unless the return is due to an error on our part.

Exceptions

  1. Non-Returnable Items:

    • Used or opened filters and filter media.

    • Custom-built pumps or systems.

    • Electrical components that have been installed or used.

    • Items with broken safety seals.

    • Products that have been in contact with water.

    • Chemicals and other consumables once opened.

    • Digital products that have been downloaded or activated.

Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer service team within 48 hours of receiving your order. We will arrange for a replacement or full refund, including shipping costs, after assessing the issue.

Important Notes

  • Products that have been used, damaged, or altered will not be eligible for a refund or exchange.

  • H2O Warehouse reserves the right to decline returns that do not comply with this policy.

  • If a customer turns down receiving delivery of a partial or full order and then requests a refund, it may be declined, or fees and costs incurred for the order will be charged for, with the remainder credited as a refund.

If you have any questions regarding our returns policy, please contact us at support@h2owarehouse.co.za.