Refund policy
1. Refund & Returns Policy
Last updated: 15 August 2026
Thank you for choosing H20 Origin. We are committed to providing reliable products and clean water solutions while maintaining a high standard of customer service.
This Refund & Returns Policy explains when and how products purchased from H20 Origin may be returned, exchanged, repaired, or refunded. This policy is intended to operate in accordance with the Consumer Protection Act, 2008 (CPA) and other applicable South African laws.
Returns
You may request a return if:
- You received a product that is defective, damaged, or incorrect.
- You received a product that does not correspond with the description provided on our website.
- You changed your mind about your purchase, where the return is permitted under applicable law and the relevant product remains unused and in its original condition.
For change-of-mind returns, products should be:
- Unused and in resalable condition.
- In their original packaging where reasonably possible.
- Complete with all accessories, manuals, and included components.
Customers may be responsible for return shipping costs for eligible change-of-mind returns where permitted by law.
H20 Origin reserves the right to inspect returned products before approving a refund, replacement, repair, or exchange.
Faulty, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us as soon as reasonably possible after delivery.
Where a product contains a defect covered by the Consumer Protection Act, customers may be entitled to an appropriate remedy, which may include:
- Repair;
- Replacement; or
- Refund.
Products damaged through misuse, negligence, unauthorized modification, improper installation, or use contrary to the manufacturer's instructions may not qualify as defective products.
Water Filtration and Water-Related Products
For products used to filter, purify, store, dispense, or otherwise treat water, customers are responsible for following all supplied installation, maintenance, cleaning, replacement, and usage instructions.
Where applicable, filters, cartridges, membranes, seals, and other consumable components may have specific replacement periods and may not be returnable once used, except where they are defective or otherwise covered by applicable law.
Non-Returnable Items
The following products may not be eligible for return unless defective or otherwise required by law:
- Used hygiene-related products;
- Used water filtration components or consumables;
- Personalised or custom-made products;
- Gift cards or vouchers;
- Products specifically marked as non-returnable;
- Products damaged through misuse or improper installation.
Refund Process
Once a returned product has been received and inspected, H20 Origin will assess the return and notify you of the outcome.
Approved refunds will generally be processed using the original payment method where reasonably possible.
Please note:
- Shipping charges may be non-refundable for certain change-of-mind returns, subject to applicable law.
- Refund processing times may depend on your payment provider or financial institution.
- Where a refund is required because H20 Origin supplied a defective, damaged, or incorrect product, H20 Origin will take reasonable steps to resolve the matter in accordance with applicable law.
Exchanges
Where permitted, H20 Origin may replace products that are defective, damaged, or incorrectly supplied.
To request a return, replacement, repair, or refund, contact:
Email: support.h2oorigin@gmail.com
Phone:0813573501
Please include your order number, the product concerned, and a description of the issue. Photographs or videos may also be requested where they would assist us in assessing the problem.
Return Shipping
For eligible non-defective returns, the customer may be responsible for return shipping costs where permitted by law.
Where the return is due to a defective, damaged, or incorrectly supplied product, H20 Origin will take reasonable steps to arrange or cover the applicable return shipping costs.
Order Cancellations
Orders may be cancelled before they have been processed or dispatched, where possible.
Once an order has been dispatched, the normal returns process will apply.
Contact
For questions regarding returns, refunds, replacements, or exchanges:
H20 Origin
Email: support.h2oorigin@gmail.com
Phone:0813573501