Refund policy
Return, Refund & Cancellation Policy
1. Order Finality & No-Cancellation Policy
All orders placed through our website are final and binding upon successful payment confirmation.
Due to the nature of bottled drinking water products, orders are processed immediately after checkout to allow for inventory allocation and delivery scheduling. Accordingly, orders cannot be cancelled, amended, or reversed once packed or allocated for dispatch.
Customers must review their cart, delivery details, and quantities carefully before confirming payment.
By completing a purchase, the customer acknowledges and agrees that:
• The order is immediately prepared for packing and dispatch
• No general right to cancel applies once the order is confirmed
• Cancellation requests will only be considered prior to packing and at the sole discretion of Spring Water SA
2. Compliance with South African Consumer Law
This policy is drafted in accordance with:
• The Consumer Protection Act (CPA)
• The Electronic Communications and Transactions Act (ECTA)
In terms of Section 44 of ECTA, the cooling-off period for online purchases may not apply to goods that are consumable in nature or prepared and allocated for immediate delivery. Bottled drinking water products fall within this category once packed and scheduled for dispatch.
Nothing in this policy limits any statutory rights afforded to consumers under applicable legislation.
3. Exceptional Cancellation Requests
Spring Water SA may, at its sole discretion, consider a cancellation request only if:
• The request is received immediately after order placement, and
• The order has not yet been packed or assigned to a delivery route
Approval is not guaranteed and will be assessed on a case-by-case basis.
Where approved, refunds may be issued as:
• Reversal to the original payment method, or
• Store credit for future purchases
4. Refund Eligibility
Refunds or replacements will be provided in the following circumstances:
• Product delivered is damaged, leaking, or defective
• Incorrect product supplied
• Order paid for but not delivered due to company fault
• Stock unavailability resulting in cancellation by the company
Customers must notify us within 24 hours of delivery and provide supporting evidence (e.g., photographs).
5. Non-Refundable Situations
Refunds will not be issued where:
• Incorrect delivery address was provided
• Customer was unavailable at the agreed delivery time
• Delivery was refused after dispatch
• Product has been opened, consumed, or used
• Cancellation is requested after packing or dispatch
6. Replacement Policy
Where a defect or delivery error is verified, Spring Water SA will arrange, at its discretion:
• A replacement delivery, or
• A full or partial refund
7. Refund Processing
Approved refunds will be processed to the original payment method within 7–14 business days, subject to banking timelines.
8. Acceptance of Policy
By placing an order on our website, the customer confirms that they have read, understood, and agreed to this policy.