Return & Exchange Policy

Effective date: 1 June 2026

Applies to: rentawaterdispenser.co.za and aquafela.co.za

1. Our commitment

At Aquafela, we stand behind every product we sell and rent. If something isn't right, we'll make it right — quickly and without unnecessary admin.

2. Purchased dispensers

2.1 Change of mind returns

You may return a purchased dispenser within 7 days of delivery for a full refund, provided:

• The unit is unused and in its original packaging
• All accessories, manuals and components are included
• You notify us in writing at sales@aquafela.co.za before returning the unit

Returns received after 7 days will not be accepted for change of mind.

2.2 Defective or damaged units

If your dispenser arrives damaged or develops a fault within 6 months of purchase, you are entitled to:

• A repair at no cost, or
• A replacement unit of equal or greater value, or
• A full refund if neither repair nor replacement is possible within a reasonable timeframe

This is in addition to your rights under the Consumer Protection Act 68 of 2008 (CPA), which provides a 6-month implied warranty on all goods sold in South Africa.

2.3 How to initiate a return

1. Email sales@aquafela.co.za with your order number and a description of the issue
2. Attach photos or video of the fault where applicable
3. Our team will respond within 1 business day with a return authorisation and collection instructions
4. Do not return a unit without a return authorisation number — unauthorised returns will not be processed

Collection is free for defective units. For change of mind returns, the cost of collection will be deducted from your refund.

2.4 Refund processing

Approved refunds are processed within 5–7 business days of us receiving and inspecting the returned unit. Refunds are made via the original payment method.

3. Rented dispensers

3.1 Cancellations

Rental agreements are month-to-month with no lock-in contract. To cancel your rental:

• Give 30 days' written notice via email to sales@aquafela.co.za
• Your final billing period will run to the end of the 30-day notice window
• No cancellation fees apply

3.2 Faulty or malfunctioning rental units

If your rental dispenser develops a fault:

• Contact us on 081 725 3645 or sales@aquafela.co.za
• We will repair or replace the unit within 24 hours at no cost to you
• A temporary replacement unit will be provided where same-day repair is not possible

You are not liable for faults caused by normal wear and tear or manufacturing defects. You are liable for damage caused by misuse, negligence or unauthorised modifications.

3.3 Returning a rental unit

On cancellation of your rental agreement:

• We will collect the dispenser from your premises at no charge
• The unit must be returned in the same condition as delivered, fair wear and tear accepted
• Missing accessories or deliberate damage may be charged at cost

3.4 Early returns

If you wish to return a rental unit before your 30-day notice period ends, you remain responsible for payment until the notice period concludes. No partial-month refunds are issued.

4. Exchanges

4.1 Model upgrades

If you purchased a dispenser and wish to upgrade to a different model within 30 days of delivery:

• Contact us to arrange an exchange
• You will pay the price difference between the two models
• The original unit must be returned in unused condition with original packaging

4.2 Rental model changes

Rental customers may request a model swap at any time. A swap will be processed within 48 hours of the request, subject to stock availability. Your monthly rental amount will be adjusted from the next billing cycle to reflect the new model's rate.

4.3 Colour or variant exchanges

Exchanges between colour variants (e.g. Aqua Elegance Black to White) are treated as a return and re-order. Standard return conditions apply.

5. Items not eligible for return

The following are not eligible for return or refund:

• Units returned without a valid return authorisation number
• Units showing signs of damage from misuse, drops, liquid ingress or unauthorised repair
• Accessories or consumables that have been opened or used (e.g. water bottles, cups, filters)
• Units returned more than 7 days after delivery for change of mind reasons

6. Consumer Protection Act rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008. Where this policy offers less than what the CPA entitles you to, the CPA prevails. South African consumers have the right to:

• Return unsafe or defective goods within 6 months of purchase
• Receive goods that are fit for purpose and of good quality
• Cancel fixed-term agreements under specific conditions

For more information visit www.thencc.gov.za.

7. Contact us