Returns Policy

 

Returns Policy
Effective Date: 25 January 2024

At H2O Warehouse, we are committed to providing high-quality products and exceptional 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

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 after assessment. Damaged items must be reported within 48 hours of receipt.

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.

Unsatisfactory Products

If you are not satisfied with your purchase for reasons 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. The customer is responsible for return shipping costs.

Exchanges Prior to Delivery

If you wish to exchange an item prior to delivery but after it has been picked and packed, a 10% restocking fee 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 email us at support@h2owarehouse.co.za with your order number and reason for the return.

  2. Authorisation – Our team will review your request and provide return instructions via email. Ensure all relevant details are included in your request.

  3. Packaging – Securely package the product, including all original accessories and packaging.

  4. Return Shipping – Customers are responsible for return shipping costs. We recommend using a trackable shipping service, or we can assist in arranging a courier service.

Refunds and Exchanges

Refunds

Once we receive your returned item, please allow 5-7 business days for processing. Depending on your bank, the refunded amount may take an additional day to reflect in your account. We will notify you of the approval or rejection of your refund. Approved refunds will be credited to your original payment method.

Exchanges

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

Restocking Fee

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

Exceptions

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

  • Membranes, media, and filters are considered consumables and carry no warranty

Damaged or Defective Items

If you receive a damaged product, you must contact our customer service team within 48 hours of receiving your order. If your product is defective, please contact us within 7 days. We will assess the issue and arrange for a replacement or full refund, including shipping costs, if applicable.

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 refuses delivery of a partial or full order and then requests a refund, the request may be declined. Any fees and costs incurred for the order will be deducted, with the remainder credited as a refund.

  • Products received as part of a promotional offer, giveaway, or special bundle (including free items in combo deals) are not eligible for replacement or refund if damaged.

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