Refund and Returns Policy · Last updated 26 October 2026

This policy applies to goods bought from WATER INNOVATIONS (PTY) LTD (registration number 2026/618059/07), trading as POOL FLUSH and Water Innovations, through waterinnovations.co.za. It forms part of our Terms & Conditions and sits alongside your rights under the Consumer Protection Act 68 of 2008. Where the Act gives you a better remedy than the summary below, the Act applies.

1. Faulty, defective or damaged goods

If a product is faulty, defective, was damaged before or during delivery, or is not reasonably suitable for its intended purpose, we will put it right. You may choose a repair, a replacement, or a full refund of the price paid, including delivery.

• Within 6 months of delivery — this is your implied warranty of quality under the Consumer Protection Act, and you choose the remedy. No fee is charged to you, and we pay for collecting the item.
• After 6 months — any manufacturer’s warranty applies on the manufacturer’s terms, for the period stated with the product.

Report the fault by emailing mo@greyonion.com or phoning 082 454 5458 as soon as you notice it, with your order number, a description of the fault and photographs if you can. We confirm the return arrangements within 2 business days.

2. Damaged or incorrect delivery

Please check the goods on arrival and tell us about any damage, shortage or incorrect item within 7 days of delivery. We arrange collection and replace the item or refund it in full, including delivery, at our cost. Where damage is obvious on the outside of the packaging, note it on the courier’s waybill before signing — it makes the claim faster, but it is not a condition of your right to a remedy.

3. Change of mind

You may return goods you no longer want, for a refund, if all of the following apply:

• You tell us within 7 days of delivery.
• The goods are unused, in their original packaging, complete with all fittings, and resaleable.
• The goods have not been installed, connected to plumbing, or modified in any way.
• The goods are not a non-returnable item listed in section 4.

A change-of-mind refund is the price paid for the goods less the original delivery cost, and you pay the cost of returning the goods to us. The delivery cost is refunded only if the whole order is returned, the law gives you the right to a full refund, or the goods were faulty or incorrect. Return shipping is at your risk, so please use a trackable courier.

4. What cannot be returned

• Systems already assembled or configured to order — our systems are built for the order, so once assembly has started the order can no longer be cancelled or returned for a change of mind.
• Goods that have been installed, plumbed in or modified, and anything damaged by installation, power surges or misuse.
• Consumables and hygienic items whose packaging has been opened — for example filters, cartridges and water-treatment media.
• Clearance items, where the discount was given for a marked defect we told you about.
• Items returned more than 7 days after delivery for a change of mind.

This section limits change-of-mind returns only. It never removes your rights in respect of faulty, defective, unsafe or incorrectly described goods, or your right to cancel under the Consumer Protection Act.

5. How to return something

1. Contact us first. Email mo@greyonion.com with your order number and the reason for the return. Do not send anything before you have a return reference — without one we cannot match goods to your order.
2. Wait for our reply. We confirm within 2 business days whether the return is approved and, for faulty goods, arrange collection.
3. Pack the goods securely in their original packaging with all accessories and the return reference inside the box, and send them to: Water Innovations (Pty) Ltd, 8 Northfield Avenue, Glenhazel, Johannesburg, Gauteng, 2192. Returns are received by appointment — please do not deliver in person without arranging a time.
4. We inspect the goods on arrival and email you the outcome, normally within 3 business days of receipt.

6. How refunds are paid, and when

Refunds are paid through PayFast, back to the payment method used for the original transaction — the same card or Instant EFT bank account. This is a requirement of our payment provider and helps prevent fraud. We cannot refund to a different card, a different account or a different person, or pay out in cash. If the original payment method is no longer available, contact us and we will arrange an EFT to a South African bank account in the name of the person or company that placed the order.

Turnaround:

• Approved refunds are submitted to PayFast within 10 business days of the return being approved, the goods being received back, or a cancellation before dispatch — whichever applies.
• PayFast then credits the original payment method. Card refunds usually appear on your statement within 5–10 business days after PayFast processes them; Instant EFT and bank refunds depend on your bank.

Late or missing refunds: first check the bank account linked to the card or EFT you paid with, then contact your bank — card refunds can take a few days to post after they leave PayFast. If it still has not arrived, email us with your order number and we will trace it with PayFast.

7. Cancelling an order before it ships

You may cancel any order before we have assembled or dispatched it, with no cancellation fee. We refund the full amount paid, including any delivery charge, within 10 business days. Email mo@greyonion.com with your order number as soon as possible — we act on a cancellation as soon as we read it. Once an order has been dispatched it can only be returned under the rules above.

8. If we cannot supply

If we cannot supply an item, cannot deliver to your address, or decline an order, we refund everything paid for it in full, including delivery, within 10 business days.

9. Exchanges

We do not do straight swaps. If you want a different product, return the original for a refund (where it qualifies) and place a new order, or ask us to arrange an exchange where both items are available. Any price difference is payable or refunded.

10. Discounted and promotional orders

Sale items are returnable on the same terms as full-price items unless the product page says otherwise. If free delivery was earned by a basket total, the delivery cost becomes payable by you when the basket total falls below the threshold after the return.

11. Your statutory rights

Nothing in this policy takes away a right you have under the Consumer Protection Act — including the right to goods of good quality, in good working order and free of defects; the right to cancel and to a refund within 10 business days; and the right to refer a dispute to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission.

12. Questions about a refund

Email mo@greyonion.com or phone 082 454 5458, Monday to Friday 08:00–17:00. Have your order number ready. We aim to answer within one business day.