Clear customer information Last Updated: 22 September 2025
This Returns & Refunds Policy explains the circumstances and process under which products purchased from AQUAVOLT may be returned, exchanged or refunded.
Because AQUAVOLT supplies products ranging from standard accessories to large tanks and custom-manufactured products, different return conditions may apply depending on the product.
1. GENERAL RETURN PERIOD
Customers should contact AQUAVOLT as soon as possible if they wish to return a product.
Unless a different period is required by applicable law or specifically stated for a particular product, eligible standard products may generally be returned within 14 days of delivery.
Products must meet the applicable return conditions described below.
Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable law.
2. ELIGIBLE RETURNS
To be eligible for a return, a standard product should generally:
Be unused;
Be in its original condition;
Not have been installed, modified or altered;
Be clean and free from contamination;
Include original accessories and components where applicable;
Include original packaging where reasonably possible; and
Be accompanied by proof of purchase.
AQUAVOLT may inspect returned products before approving a return, exchange or refund.
3. PRODUCTS THAT MAY NOT BE RETURNABLE
Certain products may not be eligible for return because of their nature, configuration or production method.
These may include:
Custom-made products;
Specially configured products;
Products manufactured specifically to a customer's requirements;
Products that have been installed;
Products that have been modified or altered;
Products contaminated by chemicals, fuels, wastewater or other substances;
Products damaged through misuse, improper handling or installation;
Products that cannot reasonably be resold for health, safety or hygiene reasons; and
Products specifically identified as non-returnable before purchase.
Where applicable law provides a mandatory right of return, such rights will continue to apply.
4. LARGE TANKS AND OVERSIZED PRODUCTS
Large tanks, silos, septic tanks, transport tanks and other oversized products may require special return arrangements.
Before returning such products, customers must contact AQUAVOLT and obtain return instructions.
Customers should not arrange independent transportation of large products without first contacting AQUAVOLT.
Where a return is approved, the customer may be responsible for reasonable transportation, collection or handling costs unless the return is due to an AQUAVOLT error, defective product or another circumstance for which AQUAVOLT is responsible.
5. CUSTOM PRODUCTS
Custom-manufactured products are generally not eligible for return simply because the customer has changed their mind.
This may include products manufactured according to:
Custom dimensions;
Special capacities;
Special fittings;
Special configurations;
Customer-specific designs;
Special colours; or
Other customer-specific requirements.
However, this does not affect any applicable rights relating to defective, incorrectly supplied or non-conforming products.
6. DAMAGED PRODUCTS
Customers should inspect products as soon as reasonably possible after delivery.
If a product arrives visibly damaged:
Photograph the product and packaging;
Record the damage on the delivery documentation where possible;
Contact AQUAVOLT promptly;
Provide photographs and order information when requested; and
Keep the product and packaging until AQUAVOLT provides further instructions.
AQUAVOLT will assess the reported damage and determine the appropriate remedy.
7. INCORRECT PRODUCT OR ORDER
If AQUAVOLT supplies an incorrect product, quantity or configuration due to an error on our part, customers should contact us promptly.
After verification, AQUAVOLT may arrange, where appropriate:
Replacement;
Collection and re-delivery;
Exchange; or
Refund.
Where the error is attributable to AQUAVOLT, reasonable costs associated with correcting the error will generally be handled by AQUAVOLT.
8. DEFECTIVE PRODUCTS
If you believe a product is defective, contact AQUAVOLT as soon as possible.
Please provide:
Order or invoice number;
Product name;
Description of the problem;
Photographs or videos where useful;
Date of delivery; and
Any relevant installation or usage information.
AQUAVOLT may inspect or test the product before determining the appropriate remedy.
A defect claim may be rejected where the issue resulted from:
Incorrect installation;
Failure to follow installation instructions;
Improper use;
Neglect;
Physical damage;
Unauthorised modification;
Chemical incompatibility;
Contamination;
Normal wear and tear; or
Other causes outside the product's intended use.
9. CHANGE-OF-MIND RETURNS
Where applicable law permits a change-of-mind return, eligible standard products must generally be unused, undamaged and in resalable condition.
The customer may be responsible for reasonable return transportation or handling costs where the return is not caused by an AQUAVOLT error or defective product.
Custom-made, installed or specially configured products may not qualify for change-of-mind returns.
10. HOW TO REQUEST A RETURN
Contact AQUAVOLT before sending any product back.
Provide:
Full name;
Order/invoice number;
Product name;
Date of purchase;
Reason for return;
Photographs where relevant; and
Contact information.
Send requests to:
Email: [INSERT RETURNS EMAIL]
WhatsApp: [INSERT WHATSAPP NUMBER]
Telephone: [INSERT PHONE NUMBER]
Do not send products to an address unless AQUAVOLT has provided return instructions.
11. RETURN SHIPPING
Where a return is approved, AQUAVOLT will advise the customer how the product should be returned.
Return transport arrangements depend on the product.
For small products, a courier may be appropriate.
For large tanks and oversized products, specialised transport may be required.
Customers should not dismantle, cut, modify or otherwise alter large products in an attempt to facilitate return unless instructed by AQUAVOLT.
12. REFUNDS
Where a refund is approved, the refund will generally be processed after:
The returned product has been received where a physical return is required;
The product has been inspected where necessary; and
The return has been approved.
Refunds will generally be made using the original payment method where reasonably possible.
The time required for funds to appear in the customer's account may depend on the relevant payment provider or financial institution.
13. SHIPPING COSTS AND REFUNDS
Original shipping costs may be treated differently depending on the reason for the return.
Where the return results from an AQUAVOLT error, defective product or incorrect product supplied by AQUAVOLT, applicable delivery or return costs may be refunded or covered as appropriate.
Where a customer voluntarily returns an eligible product, shipping and return transportation costs may be the customer's responsibility.
14. PARTIAL REFUNDS
Where only part of an order is eligible for return, AQUAVOLT may issue a refund for the approved returned product rather than the entire order.
Any applicable delivery or handling charges will be assessed based on the circumstances of the return.
15. EXCHANGES
Where appropriate and subject to product availability, AQUAVOLT may offer an exchange instead of a refund.
If the replacement product has a different price, the difference may need to be paid or refunded as applicable.
16. WARRANTY CLAIMS
Certain AQUAVOLT products may be covered by manufacturer or product-specific warranties.
Warranty terms may vary by product.
A warranty does not necessarily cover damage caused by:
Incorrect installation;
Improper use;
Neglect;
Unauthorised modification;
Physical impact;
Chemical incompatibility;
Excessive loading;
Failure to follow product instructions;
Normal wear and tear; or
Use outside the product's intended application.
Where a product is subject to a separate warranty, the specific warranty terms will apply.
17. HYGIENE AND CONTAMINATION
For safety reasons, products that have been used to store chemicals, fuels, wastewater, hazardous substances or other contaminants may not be eligible for return.
Customers must disclose any substances that have been stored in a product when requesting a return.
AQUAVOLT may refuse a return where accepting the product would create a health, safety or environmental risk.
18. FRAUDULENT OR ABUSIVE RETURNS
AQUAVOLT reserves the right to investigate suspected fraudulent, dishonest or abusive return requests.
This includes situations involving:
Deliberate product damage;
False defect claims;
Unauthorised returns;
Product substitution;
Repeated abusive returns; or
Misrepresentation of purchase information.
Nothing in this section limits any rights available to customers under applicable law.
19. CONSUMER RIGHTS
This policy is intended to operate alongside applicable consumer-protection and data-protection laws.
Nothing in this policy is intended to exclude, restrict or waive a consumer right that cannot legally be excluded or restricted.
Where applicable, AQUAVOLT will comply with relevant South African consumer-protection requirements, including the Consumer Protection Act (CPA).
20. POLICY UPDATES
AQUAVOLT may update this Returns & Refunds Policy from time to time.
The latest version will be published on this page together with the applicable “Last Updated” date.
21. CONTACT AQUAVOLT
For returns, refunds, exchanges or warranty enquiries:
AQUAVOLT
Website: aquavoltafrica.co.za
Email: info@aquavoltafrica.co.za
Telephone: +27 68 710 3009
Address: 10 Industria St . Upington Northern Cape 8801 South Africa.
Please contact AQUAVOLT before returning any product so that we can provide the appropriate return instructions.
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