Refunds and Returns Policy

Last Updated: Wednesday, 19 November 2025

At Water Purification Experts, we strive to ensure you are satisfied with your purchase. Please read our policy below regarding returns, refunds, and replacements.

1. Returns Eligibility
We offer returns and refunds ONLY under the following circumstances:

  • Defective Items: The product you received is faulty or not working as intended.

  • Incorrect Product Description: The product received is materially different from the description on our website.

  • Incorrect Item Delivered: You received an item you did not order.

Please Note: We do not offer refunds or returns for “change of mind” or if you have simply decided you no longer want the product.

2. Reporting Damaged or Defective Goods
If your item is defective or was damaged during shipping, you must report this to us within 48 hours of delivery.

  • To Report: Send an email to [Insert Email Address] with your Order Number and clear photographs/video proof of the defect or damage.

  • Failure to report damage/defects within 48 hours may result in the rejection of your claim.

3. Replacements
Replacements are strictly offered for items that are:

  • Defective upon arrival.

  • Damaged during shipping (proof required as per Section 2).

  • Incorrectly delivered.

4. Return Process & Shipping Costs
If your return is approved based on the criteria in Section 1:

  • Return Shipping: Water Purification Experts will arrange and pay for the courier to collect the defective/incorrect item from you.

  • Condition: The item must be packed securely in its original packaging (if possible) to prevent further damage during transit.

5. Refunds
Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5–10 business days.

6. Contact Information
For any return-related queries, please contact us:

  • Email: sales@waterpurification.co.za 

  • Phone: +27 71 627 6776