RETURN & REFUND POLICY

Last updated: 4 Aug, 2026

This Return & Refund Policy applies to products and services purchased through the Hidro+ online store.

“Hidro+”, “we”, “us” and “our” refer to Hidro+ Water Wellness, operated by Hidroplus Water Wellness (Pty)Ltd, registration number: 2019/451101/07.

Contact details

Physical address: The Village, 1221 Wekker Road, Moreleta Park, Pretoria, 0044
Email: info@hidroplus.co.za
Telephone: 012 997 1386
Website: www.hidroplus.co.za

This Policy must be read together with our:

Shipping & Delivery Policy;
Website Terms of Use;
Privacy Policy;
product-specific warranties; and
installation quotations and terms, where applicable.

Nothing in this Policy is intended to exclude or limit any right that a customer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.

Where any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will apply.

1. General return principles

Returns, exchanges and refunds depend on:

the reason for the return;
the type of product;
whether the product is defective;
whether an incorrect product was supplied;
whether the product has been opened, used or installed;
whether the product is consumable;
whether the product was customised or specially ordered;
the condition of the product and packaging; and
the customer’s rights under applicable law.

Different rules apply to:

change-of-mind returns;
online cooling-off cancellations;
defective or unsafe goods;
incorrectly supplied goods;
damaged deliveries;
opened consumable products;
special-order products; and
installed filtration systems.

2. Cancelling an order before dispatch

A customer may request cancellation before an order has been dispatched.

For an ordinary, non-customised stock product that has not been dispatched, Hidro+ will ordinarily cancel the order and issue a full refund.

A cancellation request is not regarded as accepted until confirmed by Hidro+.

Hidro+ may be unable to stop an order that has already:

been dispatched;
entered the courier network;
been loaded for local delivery;
been specially sourced;
entered production;
been customised;
been assembled or configured;
been branded; or
been prepared for installation.

Once an ordinary order has been dispatched, the cancellation will be dealt with as a return.

3. Cancellation of special or advance orders

Where an order involves:

custom-made goods;
personalised goods;
specially sourced components;
custom-branded bottles or labels;
a specially designed filtration system;
equipment configured for a specific application;
manufacturing already undertaken;
installation services already commenced with the customer’s consent; or
non-recoverable costs already reasonably incurred,

Hidro+ may impose a reasonable cancellation charge where permitted by law.

Any cancellation charge will take account of:

the nature of the goods or services;
the work already completed;
the notice provided by the customer;
costs already reasonably incurred;
Hidro+’s ability to stop or recover those costs;
the ability to resell the product; and
applicable consumer law.

Hidro+ will not impose an arbitrary cancellation percentage unrelated to the actual circumstances.

4. Seven-day cooling-off period for eligible online purchases

Subject to the exclusions contained in the Electronic Communications and Transactions Act, a customer may cancel an eligible online purchase without giving a reason and without penalty within seven days after receiving the goods.

For an eligible cooling-off return:

the customer must notify Hidro+ within the seven-day period;
the customer may be responsible for the direct cost of returning the goods;
the goods should only have been handled to the extent reasonably necessary to inspect them;
the goods must be protected and suitably packaged for return; and
the refund will be processed within the period prescribed by law.

Where this statutory cooling-off right applies, Hidro+ will not deduct an administration fee, restocking fee or payment-gateway fee from the refund.

The cooling-off right does not replace any additional rights relating to defective, unsafe, incorrect or misrepresented products.

5. Exclusions from the online cooling-off period

The statutory seven-day online cooling-off right may not apply to certain transactions, including:

foodstuffs, beverages or other goods intended for everyday consumption supplied to the customer’s home, residence or workplace;
services that began with the customer’s consent before the cooling-off period ended;
goods made to the customer’s specifications;
clearly personalised goods;
goods that, by their nature, cannot reasonably be returned;
goods likely to deteriorate or expire rapidly; and
other transactions excluded by applicable law.

These exclusions are particularly relevant to some Hidro+ products, including:

bottled water;
bulk water;
food products;
consumable health products;
opened mineral concentrates;
personalised or branded bottles;
custom filtration systems; and
installation services commenced with the customer’s consent.

An exclusion from the cooling-off period does not remove the customer’s rights where goods are defective, unsafe, incorrectly supplied or materially different from their description.

6. Voluntary change-of-mind returns

Where no statutory return right applies, Hidro+ may nevertheless approve a change-of-mind return as a customer-service concession.

Unless otherwise agreed, a voluntary return request must be submitted within seven days after delivery.

The product must ordinarily be:

unused;
unopened, where applicable;
uninstalled;
unaltered;
complete;
in a clean and saleable condition;
accompanied by all parts, accessories and instructions; and
in its original packaging.

Approval of a voluntary return is at Hidro+’s reasonable discretion and will depend on whether the product can safely and lawfully be resold.

The customer may be responsible for:

return delivery costs;
replacement delivery costs;
specialised collection costs;
damage caused by inadequate packaging;
missing components; and
reasonable restoration or repackaging costs where permitted by law.

This section does not limit any statutory return right.

7. Bottled water and beverages

Bottled water and other beverages delivered to a customer’s home, residence or workplace may be excluded from the statutory online cooling-off period.

Hidro+ may nevertheless consider a voluntary return where:

the return is requested within seven days;
the bottles remain unopened;
all seals and tamper-evident packaging remain intact;
the products are in their original packaging;
the bottles have not been exposed to contamination;
the products have not been stored in excessive heat or direct sunlight;
no bottle has been damaged or partly consumed; and
Hidro+ is satisfied that the products can safely and lawfully be resold.

Hidro+ will not ordinarily accept a change-of-mind return of:

opened water bottles;
partly consumed products;
products with broken seals;
contaminated products;
bottles stored under unsuitable conditions; or
products returned solely because the customer does not prefer the taste.

This does not apply where the bottled water is defective, contaminated, unsafe, incorrectly supplied or materially inconsistent with its description or label.

8. Mineral concentrates, foods and health products

For health, hygiene and product-safety reasons, consumable products may not ordinarily be returned after opening.

This may include:

mineral concentrates;
honey;
oils;
creams;
food products;
personal-use health products;
sachets;
supplements or similar consumables; and
products protected by hygiene or tamper-evident seals.

A change-of-mind return may be considered where:

the product remains unopened;
the seal remains intact;
the product is in its original packaging;
the product has not been exposed to contamination;
it has been stored in accordance with the instructions;
the expiry or best-before date has not been compromised; and
the product remains suitable for resale.

No change-of-mind return will ordinarily be accepted merely because the customer:

does not like the taste, aroma, texture or consistency;
expected a different personal result;
used the product incorrectly;
disregarded the directions; or
experienced a result that was not expressly guaranteed.

These restrictions do not apply where the product is defective, contaminated, unsafe, incorrectly labelled or materially different from its description.

9. Natural product variations

Products containing natural ingredients or minerals may display reasonable variations in:

colour;
taste;
aroma;
appearance;
sediment;
mineral content;
texture; and
consistency.

A reasonable natural variation that does not affect the product’s safety, quality or compliance with its description will not necessarily constitute a defect.

This clause does not apply where a product is:

contaminated;
unsafe;
incorrectly formulated;
outside its applicable quality specifications;
materially inconsistent with its label; or
otherwise defective under applicable law.

10. Filters, cartridges, components and accessories

An unused standard filter, cartridge, component, container, dispenser or accessory may qualify for return where:

the customer has a statutory return right; or
Hidro+ approves a voluntary return.

For a voluntary return, the product must ordinarily be:

unused;
uninstalled;
unaltered;
complete;
dry and uncontaminated;
accompanied by all components and instructions; and
returned in its original packaging.

A product will not ordinarily be accepted as a change-of-mind return where it has:

been connected to a water supply;
been exposed to water;
been used to filter water;
been exposed to contaminants;
been cut, drilled or modified;
been permanently assembled;
had material seals removed;
been damaged through incorrect handling; or
been selected incorrectly despite accurate compatibility information being provided.

This does not remove Hidro+’s responsibility where:

the product is defective;
the product was incorrectly described;
the wrong product was supplied;
incorrect compatibility information was provided; or
Hidro+ recommended the product for a purpose communicated by the customer and it is not reasonably suitable for that purpose.

11. Product compatibility

Customers should verify compatibility before purchasing replacement filters, cartridges, pumps, UV lamps, membranes, housings, fittings, accessories or components.

Where the customer selects a product without requesting advice, Hidro+ will not ordinarily be responsible merely because the product is incompatible with the customer’s system, provided that the product information supplied by Hidro+ was accurate.

Where Hidro+ recommends a product after the customer has supplied accurate information regarding the intended application, Hidro+ will remain responsible for ensuring that the recommendation is reasonably suitable for the disclosed purpose.

12. Special-order and customised products

The statutory cooling-off right may not apply to products that are:

manufactured to the customer’s specifications;
specially designed for a particular property or application;
clearly personalised;
custom-labelled or custom-branded;
specially imported or sourced;
cut, configured or assembled for the customer;
manufactured in a non-standard size or capacity; or
otherwise not reasonably capable of resale.

Special-order products may not be cancelled or returned merely because the customer changed their mind after procurement, manufacturing, branding, configuration or material modification commenced.

This does not limit the customer’s rights where the goods:

do not materially conform to the agreed specifications;
are incorrectly manufactured;
are defective or unsafe;
are not reasonably suitable for an agreed purpose; or
do not correspond with the agreed description.

13. Installed filtration systems

A filtration system or component that has been permanently installed, connected, affixed, altered or incorporated into the customer’s property cannot ordinarily be returned merely because the customer changed their mind.

This may include products that have been:

connected to plumbing;
connected to an electrical supply;
wall-mounted;
drilled or modified;
exposed to water;
configured for a specific property;
combined with existing equipment; or
incorporated into cupboards, counters or other structures.

This does not remove the customer’s rights relating to:

defective equipment;
unsafe equipment;
defective workmanship;
installation that does not materially comply with the agreed quotation;
components that fail prematurely;
equipment incorrectly recommended by Hidro+; or
a system that is not reasonably suitable for an agreed purpose.

14. Installation and service quality

Installation and other services supplied by Hidro+ must be performed:

within a reasonable period;
in a manner and quality that customers are generally entitled to expect;
using goods and components of an appropriate quality; and
in accordance with any agreed specifications and disclosed site conditions.

Where an installation or service does not meet the required standard, the customer may be entitled to require Hidro+ to:

remedy the defect in the service;
correct the installation;
repair or replace defective components; or
refund a reasonable portion of the price, depending on the nature and extent of the failure.

Hidro+ will not be responsible for a service failure caused by materially inaccurate or incomplete information supplied by the customer, unless Hidro+ should reasonably have identified the problem before proceeding.

15. Defective, unsafe or unsuitable goods

Goods supplied by Hidro+ are subject to the implied warranty of quality contained in the Consumer Protection Act, where applicable.

Goods must be:

reasonably suitable for the purposes for which they are generally intended;
of good quality;
in good working order;
free from defects; and
reasonably durable, having regard to their nature and intended use.

Within six months after delivery, a customer may return goods that fail to meet these standards.

Where the statutory implied warranty applies:

the return will be at Hidro+’s risk and expense; and
the customer may direct Hidro+ to repair the goods, replace the goods or refund the price paid.

Hidro+ may reasonably inspect or test the product to determine the nature and cause of the reported defect.

Inspection or testing will not be used to unreasonably delay or reject a valid statutory claim.

16. Exclusions from defect and warranty claims

A statutory or manufacturer’s warranty may not apply where the problem was caused by:

use contrary to the instructions;
incorrect installation by a person not authorised by Hidro+;
unauthorised repairs;
unauthorised modifications;
misuse or abuse;
negligence;
accidental damage;
incorrect storage;
contamination after delivery;
incorrect water pressure;
freezing;
fire;
lightning;
flooding;
electrical surges;
failure to perform required maintenance;
failure to replace filters or consumable components;
continued use after a fault became apparent;
incompatible chemicals or components; or
ordinary wear and tear.

The customer’s rights will be assessed according to the circumstances and applicable law.

17. Manufacturer and extended warranties

Certain products may be covered by a manufacturer’s or importer’s warranty that extends beyond the statutory warranty period.

Any additional warranty will apply according to its stated terms, including:

the warranty period;
maintenance requirements;
registration requirements;
exclusions;
proof-of-purchase requirements; and
repair procedures.

A manufacturer’s warranty does not replace or reduce any statutory right that the customer may have against Hidro+.

18. Repairs following a statutory claim

Where the customer directs Hidro+ to repair goods under an applicable statutory warranty, Hidro+ will arrange the repair within a reasonable period.

Where a repaired product fails again within the legally applicable period as a result of the same or a related defect, the customer may have the right to require a replacement or refund, subject to the Consumer Protection Act.

19. Incorrect, damaged or incomplete orders

Where Hidro+ delivers:

the wrong product;
the wrong quantity;
an incomplete order;
a product materially different from its description;
a leaking product;
a broken product; or
goods damaged before acceptance of delivery,

the customer should contact Hidro+ as soon as reasonably possible.

Subject to verification, Hidro+ will provide an appropriate remedy, which may include:

collection of the incorrect or damaged product;
delivery of the missing item;
repair;
replacement;
an agreed price adjustment; or
a refund.

Where the error or damage is attributable to Hidro+ or a delivery provider appointed by Hidro+, Hidro+ will bear the reasonable collection and replacement delivery costs.

Additional delivery procedures are set out in the Shipping & Delivery Policy.

20. Reporting delivery damage

Customers are encouraged to report visibly damaged, leaking, broken or incomplete deliveries within 48 hours after delivery.

The customer should provide:

the order number;
a description of the damage;
photographs of the packaging;
photographs of the damaged product;
photographs of the shipping label, where applicable; and
details of any damage noted on the delivery document.

The 48-hour period assists Hidro+ in lodging claims against couriers and insurers. It does not remove a statutory right merely because the customer reported the problem later.

21. Return procedure

To request a return, exchange, repair or refund, the customer should contact Hidro+ at:

Email: info@hidroplus.co.za
Telephone: 012 997 1386

The customer should provide:

the customer’s full name;
the order or invoice number;
the purchase date;
a description of the product;
the reason for the return;
details of any alleged defect;
photographs or video where reasonably available; and
the preferred remedy.

Customers should contact Hidro+ before returning a product so that the correct return address, delivery method and handling instructions can be provided.

Products must not be sent cash-on-delivery unless Hidro+ has agreed to this in writing.

The return-authorisation process is intended to facilitate the return and does not remove a statutory right merely because prior authorisation was not obtained.

22. Return delivery costs

Where goods are returned because they are:

defective;
unsafe;
incorrectly supplied;
materially misdescribed; or
damaged before acceptance of delivery,

Hidro+ will bear the reasonable return or collection costs where required by law.

Where an eligible product is returned because the customer changed their mind, the customer may be responsible for the direct cost of returning the goods.

Where a voluntary exchange is approved, the customer may be responsible for:

return delivery;
delivery of the replacement product; and
any price difference.

The customer should not arrange expensive specialised freight without first obtaining Hidro+’s approval where Hidro+ is responsible for the return cost.

23. Packaging returned goods

The customer must take reasonable care to package returned goods securely.

Where a return is caused by a change of mind, the customer may be responsible for damage caused by inadequate return packaging.

Filters, glass bottles, pumps, pressure vessels, electronic controllers, UV equipment and similar products must be protected against:

impact;
moisture;
contamination; and
movement during transport.

Where goods are defective, incorrect or damaged before delivery, Hidro+ will provide reasonable collection or packaging instructions where necessary.

24. Condition of returned goods

Where a product is returned under a voluntary change-of-mind arrangement, Hidro+ may consider:

whether the product has been used;
whether it has been installed;
whether the packaging has been damaged;
whether parts are missing;
whether seals have been removed;
whether the product has been exposed to water or contamination;
whether the product can safely be resold; and
whether restoration or repackaging is required.

Hidro+ will not refuse or reduce a valid statutory refund merely because the original packaging has been opened where opening was reasonably necessary to inspect the product.

25. Inspection and testing

Returned products may be inspected or tested by:

Hidro+;
the manufacturer;
the importer;
the distributor; or
a suitably qualified technician.

The purpose of an inspection may be to determine:

whether the reported defect exists;
the cause of the defect;
whether the product has been installed or used;
whether all components have been returned;
whether damage arose before or after delivery;
whether the product was misused or modified;
whether the product can safely be restocked; and
which remedy is appropriate.

Hidro+ will complete the inspection within a reasonable period, taking account of the product’s complexity and whether specialist testing is required.

26. Charges and deductions

Hidro+ will not impose an automatic:

payment-gateway deduction;
administration fee;
handling fee; or
arbitrary restocking fee

where the customer is legally entitled to a full refund.

Where permitted by law, Hidro+ may deduct or recover a reasonable amount for:

the direct cost of returning goods following a change-of-mind cancellation;
avoidable damage caused while the goods were in the customer’s possession;
missing components;
use beyond what was reasonably necessary to inspect the product;
consumption or depletion of a product;
necessary restoration or repackaging;
redelivery caused by incorrect information or failed access; or
reasonable costs incurred on a validly cancelled special order.

Any deduction will be reasonable and related to the actual circumstances.

27. Exchanges

An exchange is subject to product availability.

Where an exchange is requested because the customer:

changed their mind;
ordered the wrong size;
selected the wrong product; or
supplied incorrect compatibility information,

the customer may be responsible for the reasonable return and replacement delivery costs.

Where an exchange is required because Hidro+ supplied an incorrect, defective or damaged product, Hidro+ will bear the reasonable collection and replacement delivery costs.

Where the replacement product costs more than the returned product, the customer must pay the difference.

Where it costs less, Hidro+ will refund the difference.

28. Refund method

Approved refunds will ordinarily be made using the same payment method used for the original transaction.

A different method may be used where:

the original payment method is no longer available;
the payment service does not support the refund;
fraud-prevention verification is reasonably required; or
the customer and Hidro+ agree to another method.

Hidro+ may request reasonable verification of:

the customer’s identity;
proof of purchase;
bank account ownership; or
payment details

before processing a refund through an alternative method.

29. Refund timing

Hidro+ will process an approved refund as soon as reasonably possible and within any period prescribed by applicable law.

Where the Electronic Communications and Transactions Act cooling-off period applies, the refund will be made within 30 days after cancellation.

Where inspection or testing is reasonably required, the refund may only be approved after the inspection has been completed.

After Hidro+ submits a refund, the customer’s bank or payment provider may require additional processing time before the funds reflect in the customer’s account.

30. Store credit

Store credit will only be issued where:

the customer requests it;
the customer voluntarily accepts it; or
it is offered as an additional goodwill remedy without replacing a statutory right.

A customer who is legally entitled to a monetary refund will not be forced to accept store credit instead.

31. Promotional and discounted products

Promotional, discounted and sale products remain protected by the Consumer Protection Act.

A product will not be refused a valid return merely because it was purchased at a discounted price.

However, where goods were expressly sold:

as clearance stock;
as demonstration stock;
as shop-soiled stock;
in a disclosed condition; or
with a specifically disclosed defect,

the customer may not later claim in respect of the condition or defect that was clearly disclosed and expressly accepted.

The customer retains all applicable rights relating to any undisclosed defect.

32. Products received as part of a promotion

Where a refund is approved for a product supplied with a free item, bundle discount or promotional benefit, the customer may be required to return all associated promotional items.

Where the customer retains a promotional item, Hidro+ may, where permitted by law, deduct the reasonable advertised value of that item from the refund.

This clause will not be applied in a way that reduces a statutory remedy unlawfully.

33. Fraudulent or abusive claims

Hidro+ reserves the right to investigate suspected fraudulent, dishonest or abusive return claims.

This may include claims involving:

substituted products;
deliberate damage;
falsified proof of purchase;
altered serial or batch numbers;
repeated consumption followed by refund demands;
missing components;
contamination after delivery; or
goods not supplied by Hidro+.

Nothing in this section permits Hidro+ to reject a genuine claim or penalise a customer for lawfully exercising a consumer right.

34. Complaints

Customers are encouraged to first contact Hidro+ directly so that we have a reasonable opportunity to investigate and resolve the matter.

A complaint should include:

the order or invoice number;
relevant dates;
a description of the issue;
supporting photographs or documents; and
the outcome requested.

Complaints may be submitted to: