RETURNS POLICY
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unscratched, unused, and in its original packaging. You’ll also need to send us the receipt and proof of purchase. The cost to return the items to Zero Water will be for the customer’s account. If the customers address is inside of our ‘Free Delivery Radius” and the customer would like us to collect the items on their behalf then a R550 collect fee will be applicable. If the customer is located outside of our “Free Delivery Radius” then the collection costs for the return of the items will be for the customers account. In this instance, the collection costs will be calculated at the courier costs plus 10%.
Regardless of how the items are returned, a 10% (of stock items) handling fee of any and all returned products will be applicable. ie if the total value of the order is R15 000.00, the customer will receive a refund of R15 000.00 – R1 500.00(10%) = R13 500.00. Plus the cost of collection(if applicable). The delivery fee charges will be dropped if the client returns the stock at their own cost.
To initiate a return, you can contact us at orders@zero-water.co.za. Please include clear photos of the items and the packaging in which they were received. Please note that returns will need to be sent to the following address: Kya Sands Co-Space.
If your return is accepted, we’ll send you a confirmation email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not South Africa, shipping your goods and reimbursement for the goods may take longer than expected.
You can always contact us for any return questions at order@zero-water.co.za
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Note: Due to the size and immobility of water storage tanks, it is common for the tanks to have surface scratches. Although we will do our utmost to prevent this from happening, this will occur on occasion. Surface scratches will not affect the warranty of the storage tanks in any way.
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchange
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Your item must be in the same condition that you received it, unscratched, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 3 business days have passed since we’ve approved your return, please contact us at orders@zero-water.co.za