Shipping & Delivery Policy

SHIPPING & DELIVERY POLICY

Last updated: 4 Aug, 2026

This Shipping & Delivery Policy applies to products 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:

  • Return & Refund Policy;
  • Website Terms of Use;
  • Privacy Policy;
  • product-specific warranty conditions; 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.

1. Delivery areas

Hidro+ currently supplies products within the borders of South Africa only.

We do not ordinarily deliver outside South Africa unless a separate written arrangement has been concluded with the customer.

Delivery availability depends on:

  • the customer’s location;
  • the type, size, weight and quantity of products ordered;
  • whether the products are fragile or perishable;
  • the delivery services available in the customer’s area;
  • the delivery requirements of the particular product; and
  • whether installation is required.

Certain products may only be available for:

  • delivery within designated local delivery areas;
  • delivery on designated route days;
  • collection from a Hidro+ premises;
  • delivery by specialised freight;
  • delivery and installation by Hidro+; or
  • delivery to areas specifically approved by Hidro+.

Bottled water, bulk water, glass bottles, large containers, filtration systems and other heavy or fragile products may not qualify for standard nationwide courier delivery.

The delivery methods available for an order will be displayed at checkout or communicated to the customer before dispatch.

2. Delivery methods

Depending on the products ordered and the delivery address, Hidro+ may use one of the following delivery methods.

2.1 Hidro+ local delivery

Hidro+ may deliver eligible products using its own vehicles and delivery personnel within designated delivery areas.

Local delivery may be subject to:

  • established delivery routes;
  • specific delivery days;
  • minimum order quantities;
  • vehicle capacity;
  • delivery-area restrictions; and
  • available delivery times.

Where an area is serviced only on particular days, the customer will be informed of the applicable delivery day or estimated delivery window.

2.2 Courier delivery

Smaller products may be delivered through an independent courier service.

Products commonly suitable for courier delivery may include:

  • mineral concentrates;
  • selected health products;
  • replacement filters;
  • filter cartridges;
  • filtration components;
  • accessories; and
  • smaller containers or dispensers.

Courier delivery times are estimates and may vary according to:

  • the customer’s location;
  • whether the destination is in a main centre, regional area, farm or remote area;
  • courier capacity;
  • product availability;
  • public holidays;
  • adverse weather;
  • road conditions;
  • security or access restrictions; and
  • circumstances outside the reasonable control of Hidro+.

2.3 Specialised or heavy-freight delivery

Large filtration systems, bulk orders, large containers, glass products, pallets and other heavy, bulky or fragile goods may require specialised delivery.

Before arranging delivery, Hidro+ may contact the customer to confirm:

  • access to the property;
  • delivery vehicle restrictions;
  • loading and offloading requirements;
  • stairs, lifts or narrow access points;
  • whether assistance or lifting equipment is required;
  • whether the delivery site is ready;
  • whether secure storage is available; and
  • whether additional delivery charges apply.

Any additional delivery charge not already disclosed at checkout will be communicated to the customer for approval before dispatch.

2.4 Customer collection

Where collection is offered, the customer must wait for confirmation that the order is ready before arriving to collect it.

The person collecting the order may be required to provide:

  • the order number;
  • proof of payment;
  • suitable identification; and
  • written authorisation where collecting on behalf of another person or business.

An order will not be regarded as ready for collection merely because payment has been made.

3. Delivery charges

Delivery charges are calculated according to factors that may include:

  • the delivery address;
  • the type of delivery service;
  • the product’s weight and dimensions;
  • the number and quantity of products;
  • packaging requirements;
  • whether the goods are fragile;
  • whether specialised freight is required;
  • whether delivery is combined with installation; and
  • whether the delivery address falls outside a standard service area.

The applicable delivery charge will ordinarily be displayed at checkout.

Where the website cannot calculate the delivery cost accurately, Hidro+ may provide a separate delivery quotation.

This may apply to:

  • filtration systems;
  • bulk water orders;
  • large bottled-water orders;
  • remote-area deliveries;
  • heavy or oversized products;
  • pallets;
  • glass products; and
  • deliveries requiring specialised offloading.

Hidro+ will not add a material delivery charge after an order has been placed without first informing the customer and obtaining approval.

4. Order processing

Order processing begins once:

  • the order has been successfully submitted;
  • payment has been received or authorised;
  • any required delivery quotation has been accepted;
  • the product is confirmed as available; and
  • any information required to process the order has been supplied.

Orders received outside ordinary business hours may only begin processing on the following business day.

Processing times may be longer for:

  • special-order products;
  • customised products;
  • filtration systems;
  • large quantities;
  • products sourced from third-party suppliers;
  • custom-branded bottles or packaging; and
  • products requiring assembly, configuration or testing.

5. Delivery times

Estimated delivery or dispatch periods may be displayed:

  • on the product page;
  • at checkout;
  • in the order confirmation;
  • in a quotation; or
  • in a separate communication from Hidro+.

Delivery periods are estimates unless Hidro+ expressly agrees to a specific delivery date in writing.

Orders delivered through economy road freight will ordinarily take longer than local delivery or express courier services.

Delivery periods may be affected by:

  • product availability;
  • supplier delays;
  • manufacturing lead times;
  • the customer’s location;
  • courier delays;
  • public holidays;
  • adverse weather;
  • road closures;
  • strikes or civil disruption;
  • delivery vehicle breakdowns;
  • security restrictions;
  • incomplete delivery information; and
  • circumstances outside Hidro+’s reasonable control.

Hidro+ will make reasonable efforts to inform the customer of a material delay.

6. Product availability

All orders are subject to product availability.

Although Hidro+ makes reasonable efforts to keep stock information accurate, a product may become unavailable after an order has been submitted because of:

  • simultaneous purchases;
  • stock-counting discrepancies;
  • supplier shortages;
  • discontinued products;
  • manufacturing delays;
  • damaged stock;
  • quality-control concerns; or
  • circumstances beyond Hidro+’s reasonable control.

Where a product is unavailable, Hidro+ may offer:

  • a reasonable substitute, subject to the customer’s approval;
  • an alternative product;
  • a revised estimated delivery date;
  • partial fulfilment of the order;
  • store credit, where voluntarily accepted by the customer; or
  • cancellation and a refund.

A customer will not be required to accept a substitute product, revised delivery date or store credit.

Refunds arising from unavailable products or Hidro+’s inability to fulfil an order will be handled in accordance with our Return & Refund Policy.

7. Delivery address

The customer is responsible for providing a complete and accurate delivery address.

The information required may include:

  • street number and street name;
  • suburb;
  • town or city;
  • province;
  • postal code;
  • estate or complex name;
  • building or unit number;
  • floor number;
  • gate or security code;
  • access instructions;
  • contact person; and
  • a working telephone number.

Hidro+ will not be responsible for a delay caused by incomplete, inaccurate or inaccessible delivery information supplied by the customer.

The customer must inform Hidro+ as soon as possible if the delivery address is incorrect.

Once an order has been dispatched, it may not be possible to change the delivery address.

Additional courier, redirection or redelivery charges caused by incorrect information supplied by the customer may be charged to the customer, provided that the charges are reasonable and disclosed before redelivery.

8. Access to the delivery address

The customer is responsible for ensuring that the delivery address is reasonably accessible.

The customer must inform Hidro+ of any circumstances that may affect delivery, including:

  • gated-estate access requirements;
  • restricted delivery times;
  • narrow roads or entrances;
  • vehicle size restrictions;
  • stairs or the absence of a lift;
  • security procedures;
  • construction activity;
  • unpaved roads;
  • farm or plot access;
  • loading-zone restrictions; and
  • any special offloading requirements.

Hidro+ or its delivery provider may refuse to proceed where delivery would create an unreasonable health, safety or property risk.

Where delivery cannot be completed because material access restrictions were not disclosed, the customer may be responsible for reasonable redelivery or specialised-delivery costs.

9. Receiving an order

The customer, or an authorised person receiving the order, should inspect the external condition of the order at delivery.

Where reasonably possible, the recipient should check:

  • the number of parcels or items;
  • whether the packaging is visibly damaged;
  • whether any bottle or container is leaking;
  • whether any glass product is broken;
  • whether the correct product appears to have been delivered; and
  • whether any item is visibly missing.

Visible damage, breakages or shortages should be recorded on the delivery document where possible.

The customer is encouraged to report damaged, leaking, incorrect or incomplete deliveries to Hidro+ within 48 hours after delivery and to provide photographs where reasonably possible.

This 48-hour reporting request assists Hidro+ with courier and insurance investigations. It does not remove any statutory right that the customer may have if the problem is reported later.

Returns, replacements and refunds relating to damaged, incorrect or incomplete orders are governed by our Return & Refund Policy.

10. Persons authorised to accept delivery

Delivery may be accepted by:

  • the customer;
  • an adult at the nominated delivery address;
  • an employee or representative at a business address;
  • security personnel authorised to receive deliveries;
  • reception personnel;
  • a person identified by the customer; or
  • another person who reasonably appears to be authorised to accept delivery.

Where the customer instructs Hidro+ or a courier to leave an order in a particular location without obtaining a signature, the customer accepts the reasonable risks associated with that instruction, subject to applicable law.

Hidro+ may refuse to leave bottled water, health products, fragile products, high-value equipment or filtration components unattended.

11. Risk during delivery

Where Hidro+ arranges the delivery, the goods remain at Hidro+’s risk until they have been delivered to and accepted by the customer or an authorised person at the nominated delivery address.

Where the customer independently appoints and pays a courier or transporter who is not contracted by Hidro+, delivery to that courier or transporter may be treated as delivery to the customer’s authorised representative, subject to applicable law.

12. Failed delivery attempts

A delivery may fail where:

  • no authorised person is available;
  • the premises are closed;
  • access is refused;
  • security prevents entry;
  • the customer cannot be contacted;
  • the address is incorrect or incomplete;
  • the customer refuses delivery without a lawful reason; or
  • safe delivery is not reasonably possible.

In these circumstances, the order may be:

  • returned to a courier depot;
  • returned to Hidro+;
  • held for collection;
  • rescheduled; or
  • cancelled after reasonable attempts to contact the customer.

Where a failed delivery was caused by circumstances within the customer’s control, Hidro+ may charge the reasonable cost of:

  • the unsuccessful delivery attempt;
  • storage;
  • return freight;
  • redirection; and
  • redelivery.

Any cancellation and refund following a failed delivery will be handled under the Return & Refund Policy.

13. Refused deliveries

A customer should not refuse delivery merely because the external packaging shows minor damage that does not appear to have affected the product.

A customer may refuse delivery where:

  • the goods are materially damaged;
  • bottled products are visibly broken or leaking;
  • the order is clearly incorrect;
  • the packaging has been materially compromised; or
  • accepting delivery could reasonably create a safety risk.

Where delivery is refused, the customer should notify Hidro+ as soon as possible and provide the reason for refusal.

An unjustified refusal may result in the customer being responsible for reasonable return and redelivery costs.

14. Partial deliveries

Hidro+ may deliver an order in more than one consignment where:

  • products are dispatched from different locations;
  • certain products become available before others;
  • the nature or size of the goods requires separate delivery; or
  • separate delivery is reasonably necessary.

Hidro+ will make reasonable efforts to inform the customer where an order will be delivered in separate consignments.

The customer will not be charged an additional delivery fee solely because Hidro+ elects to divide an order into separate consignments, unless the customer requested separate delivery or agreed to the additional charge.

15. Delivery of filtration systems

Filtration systems may require specialised transport and handling.

The customer must provide accurate information regarding:

  • the delivery site;
  • access to the property;
  • available storage;
  • stairs, lifts and entrances;
  • the intended installation location;
  • water-source information;
  • electrical availability;
  • plumbing access; and
  • any site-specific restrictions.

Delivery of a filtration system does not necessarily include:

  • installation;
  • plumbing work;
  • electrical work;
  • wall mounting;
  • drilling;
  • alterations to cupboards or counters;
  • additional filters or treatment stages;
  • water testing; or
  • removal of existing equipment.

These services are included only where expressly stated in the product description, quotation or order confirmation.

16. Delivery and installation appointments

Where installation is included or separately purchased, the installation date will be arranged with the customer.

Installation appointments depend on:

  • delivery of the equipment;
  • technician availability;
  • access to the premises;
  • site readiness;
  • plumbing conditions;
  • electrical requirements;
  • water pressure;
  • the water source;
  • water quality;
  • availability of components; and
  • any preparatory work required.

The customer must ensure that:

  • an authorised adult is present;
  • the installation area is accessible;
  • cupboards or storage areas are cleared where necessary;
  • water and electricity can be safely isolated where required;
  • all relevant site information has been disclosed; and
  • any preparatory work agreed with Hidro+ has been completed.

Where the customer is unavailable or the site is not ready at the arranged time, a reasonable call-out or rescheduling fee may apply.

17. Unforeseen installation requirements

A quotation is ordinarily based on the information reasonably available before installation.

Unforeseen conditions may include:

  • unsuitable plumbing;
  • damaged pipes;
  • insufficient water pressure;
  • excessive water pressure;
  • unsafe electrical connections;
  • restricted access;
  • insufficient space;
  • borehole-water conditions not previously disclosed;
  • water quality materially different from the information supplied;
  • additional filtration requirements;
  • additional fittings, pumps, valves or components; and
  • building work required to complete the installation.

Hidro+ will inform the customer of material additional work and costs before proceeding.

Additional work will not be undertaken without the customer’s authorisation, except where immediately necessary to prevent damage or address a safety risk.

18. Delays outside Hidro+’s reasonable control

Hidro+ will not be responsible for a delay caused by circumstances that could not reasonably have been prevented or controlled.

These circumstances may include:

  • severe weather;
  • flooding;
  • fire;
  • road closures;
  • vehicle breakdowns;
  • strikes;
  • civil unrest;
  • power outages;
  • supplier or manufacturing delays;
  • courier network disruption;
  • government restrictions;
  • natural disasters; and
  • other events of force majeure.

This clause does not permit Hidro+ to retain payment indefinitely or avoid obligations imposed by applicable consumer law.

Where a delay becomes unreasonable, the customer may have the rights described in our Return & Refund Policy.

19. Incorrect, damaged or incomplete deliveries

Where Hidro+ or a delivery provider appointed by Hidro+ delivers:

  • an incorrect product;
  • an incorrect quantity;
  • an incomplete order;
  • a damaged product;
  • a broken or leaking product; or
  • goods materially different from their description,

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

Hidro+ will investigate the matter and provide an appropriate remedy in accordance with the Return & Refund Policy.

Where the error or damage is attributable to Hidro+ or its appointed delivery provider, Hidro+ will bear the reasonable cost of collection and replacement delivery.

20. Delivery complaints

Delivery complaints may be submitted using the following details:

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

The customer should provide:

  • the order number;
  • the customer’s name;
  • the delivery address;
  • the delivery date;
  • a description of the problem;
  • photographs where relevant; and
  • the outcome requested.

Hidro+ will make reasonable efforts to investigate and resolve delivery complaints promptly.

21. Changes to this Policy

Hidro+ may amend this Shipping & Delivery Policy from time to time to reflect changes in:

  • delivery services;
  • products;
  • operational requirements;
  • service areas; or
  • applicable law.

The version applicable to an order will ordinarily be the version published when the order was placed, unless a later version is required by law or is more favourable to the customer.

22. Governing law

This Policy and deliveries arranged through the Hidro+ online store are governed by the laws of the Republic of South Africa.