Returns & Refunds Policy
Effective Date: August 12, 2026
At AquaZen Online Shop, we stand behind the quality of our products. If you're not satisfied with your order, we're here to help. This policy outlines how returns and refunds work under South African consumer protection law.
This policy is subject to the Consumer Protection Act (CPA) and is provided for informational purposes only, not as legal advice.
Quick Summary
- Wrong/damaged items: Free replacement or full refund
- Report issues within 7 days of delivery with photo evidence
- Sealed bottles only (opened/used bottles non-returnable unless defective)
- Free courier collection arranged by AquaZen for valid returns
- Refunds processed within 7-10 business days after approval
- Contact: returns@aquazenonline.co.za
What Can Be Returned?
Wrong Item or Quantity Delivered
If we shipped the wrong product or incorrect quantity, we'll replace it or refund you immediately at no cost.
- Report within 7 days of delivery
- Include photo of packaging and items
- Keep original packaging if possible
Damaged, Leaking, or Defective on Arrival
If your water bottles arrive leaking, cracked, or defective, we'll replace them or offer a full refund.
- Report within 7 days of delivery (photo evidence required)
- Take photos of the damage/leak and the bottle exterior
- Keep the damaged item for inspection if requested
- Free replacement or full refund
Sealed Consumables — Hygiene Note
Opened or used bottles cannot be returned for health and safety reasons (unless they are defective/leaking).
- Sealed, unopened bottles are returnable
- Opened or partially used bottles are non-returnable
- Exception: If sealed bottle arrives leaking, it's returnable as defective
Personalised / Custom-Label Bottles
Custom bottles are non-returnable unless there was an error made by AquaZen (wrong artwork or spelling caused by us).
- Non-returnable if you approved the artwork and ordered correctly
- Returnable if AquaZen produced wrong artwork/spelling
- Returnable if genuinely defective (cracked, leaking) regardless of customization
How to Return an Item
- 1
Report the Issue
Click "Report a Problem" on your order tracking page or contact returns@aquazenonline.co.za within 7 days of delivery. Include: order number, description of issue, and photo evidence.
- 2
Wait for Approval
Our team reviews your request (typically within 1 business day) and will email you approval or rejection with notes.
- 3
Arrange Collection
AquaZen arranges free courier collection. You'll receive an email with collection details. No action needed from you.
- 4
Receive Refund or Replacement
Once we receive and inspect the item, refunds are processed to your original payment method within 7-10 business days. Replacements are sent within 5-7 business days.
Refund Details
Refund Amount
Full refund of the order total (product + delivery fee, minus any custom orders not returnable).
Refund Timeline
- Approval decision: 1-2 business days
- Courier collection: 3-5 business days
- Inspection & processing: 1-2 business days
- Bank refund: 7-10 business days from approval
Refund Method
Refunds are issued to the original payment method (credit/debit card, EFT, etc.). Your bank may take 3-5 business days to process.
Collection Cost
AquaZen covers all return shipping costs — no deduction from your refund.
What Cannot Be Returned
- ✗Opened or partially used bottles (unless defective)
- ✗Personalised/custom-label bottles ordered correctly (unless our error or defective)
- ✗Items returned more than 7 days after delivery
- ✗Items without photo evidence of damage/defect
- ✗Orders cancelled by customer before payment/delivery (standard cancellation terms apply)
Have Questions?
Contact our returns team:
Email: returns@aquazenonline.co.za
Response time: 24 hours, Monday–Friday
Please include your order number in all correspondence.
This Returns & Refunds Policy is provided in accordance with the Consumer Protection Act (CPA) of South Africa and is subject to its provisions. AquaZen Online Shop reserves the right to update this policy. The most current version is always available at aquazenonline.co.za/returns-policy.