We want customers to receive the EcoRoller they ordered in good condition. This policy sets out the general process for cancellations, returns, damaged goods, defective goods and refunds.

Cooling-off rights for eligible online purchases

Where the Electronic Communications and Transactions Act, 2002 applies, an eligible consumer may cancel an online transaction for goods within seven days after receiving the goods, without giving a reason. The direct cost of returning the goods may be for the customer’s account where the law permits this.

Where the Electronic Communications and Transactions Act applies and payment has already been made, the consumer is entitled to the refund required by law after valid cancellation. Under the Act, the refund is to be made within 30 days of cancellation.

Change-of-mind returns

Outside any statutory cancellation right, WRA is not required to accept a return solely because a customer has changed their mind. We may, however, consider reasonable return requests on a case-by-case basis provided the product is unused, complete and in a condition suitable for resale.

Any voluntary return accepted by WRA may be subject to agreed return-delivery costs.

Incorrect, damaged or incomplete goods

If you receive the wrong item, or the product is damaged or incomplete on delivery, contact us as soon as reasonably possible at sales@waterrollersafrica.org. Please include your order number and photographs where practical.

We will assess the issue and arrange an appropriate remedy in accordance with applicable law.

Defective goods and statutory consumer rights

South African consumer law provides protections for goods that are unsafe, defective, of poor quality or not reasonably suitable for their intended purpose.

Where the Consumer Protection Act applies, a consumer may return goods that fail the statutory quality standards within six months after delivery, without penalty and at the supplier’s risk and expense, and may choose repair, replacement or a refund as provided by law.

This policy does not remove or reduce any non-excludable consumer right.

Products damaged through misuse or unauthorised modification

A return or warranty claim may be declined to the extent permitted by law where damage was caused by misuse, abuse, accident, improper storage, use outside the product’s intended purpose, unauthorised modification, attempted repair, or use contrary to supplied instructions.

How to request a return or refund

Email sales@waterrollersafrica.org and include:

• Your name and order number
• The reason for the return or refund request
• The date the product was received
• Photographs or other evidence where the product is damaged or defective
• Your preferred contact details

Please do not send a product back without first contacting WRA and receiving return instructions.

Inspection and refunds

Where a returned product must be inspected, we will assess the product promptly after receipt.

Approved refunds will be made using the original payment method where reasonably possible, unless another method is agreed.

Refund processing time can vary depending on the payment provider or bank after WRA initiates the refund.

Return transport costs

Responsibility for return transport costs depends on the reason for the return and applicable law.

Where a return is due to a verified defect, incorrect product or other WRA fulfilment error, WRA will handle the return in accordance with applicable consumer law.

For eligible cooling-off or voluntary change-of-mind returns, the customer may be responsible for the direct return cost where permitted by law.

Contact

Returns and refunds: sales@waterrollersafrica.org
WhatsApp/mobile: +27 67 372 0289