Terms & Conditions · Last updated 26 October 2026

1. About these terms

These terms apply to every order placed with WATER INNOVATIONS (PTY) LTD, registration number 2026/618059/07, trading as POOL FLUSH and Water Innovations (“we”, “us”, “the Company”), through this website at waterinnovations.co.za.

By placing an order you accept these terms, together with our Refund and Returns Policy, Delivery and Collection Policy and Privacy Policy. If you do not accept them, please do not place an order. Nothing in these terms limits a right you have under the Consumer Protection Act 68 of 2008; where that Act gives you a stronger right, that right applies.

2. Who you are contracting with

mo@greyonion.com and 082 454 5458 are the monitored contact points for orders, queries and complaints, on business days (Monday to Friday, 08:00–17:00, excluding public holidays). We aim to answer within one business day.

3. What we sell

We supply water back-up systems and related water supply and sanitary equipment — storage tanks, pumps, pressure control, filtration and the fittings that make up a complete water back-up installation. Product descriptions, specifications and images are given in good faith and are as accurate as we can make them, but they describe general characteristics; they are not a guarantee that a product suits a particular installation.

Sizing and suitability. Choosing a system depends on household size, roof height, plumbing layout and incoming pressure. The range is listed by capacity to help you choose, but confirming that a product suits your plumbing is your responsibility. If you are unsure, contact us before ordering and we will advise.

Installation is not included. Unless a product description says otherwise, prices cover supply and delivery only. Installation, plumbing modifications and any municipal approval are not included and must be carried out by a qualified plumber.

4. Prices, currency and payment

All prices are in South African Rand (ZAR) and are the total amount payable for the goods. Delivery is charged separately and is shown at checkout before you pay. We are not a VAT vendor, so no VAT is added or included.

Prices may change without notice, but the price shown on your order summary when you place the order is the price that applies to that order.

Payment is taken by PayFast. Card and Instant EFT payments are processed securely by PayFast (Payfast by Network), a South African payment gateway. You complete payment on PayFast’s secure page; we never see or store your full card number. We will never ask for your card number or banking password by email, telephone or WhatsApp.

Goods are only dispatched once payment has cleared. If PayFast declines a payment the order does not proceed, and you are returned to checkout with a notice.

5. Placing an order and when the contract is formed

An order placed on this site is an offer to buy. It is not accepted until we confirm it in writing by email, after checking availability and receiving cleared payment. Until then no contract of sale exists; if we decline an order, any amount already collected is refunded in full.

We may decline an order if goods are unavailable, if a price or description was published in error, if we cannot deliver to the address given, or if we reasonably suspect fraud. If we decline an order we will say why, and refund any amount already paid.

Systems are assembled to order rather than held as shelf stock, so a system already put together for you may not be cancelled. The Refund and Returns Policy sets out exactly when cancellation is still possible.

6. Delivery and collection

We deliver within South Africa only and do not ship internationally. Lead times, costs, oversized-item charges and the collection option are set out in the Delivery and Collection Policy. Risk in the goods passes to you on delivery or collection.

7. Your right to cancel

You may cancel an order at any time before we have assembled or dispatched it by emailing mo@greyonion.com with your order number. We charge no cancellation or administration fee for cancelling before dispatch, and refund the full amount paid, including any delivery charge, within 10 business days. Once an order has been dispatched, cancelling becomes a return and the returns terms apply.

If the order arose from direct marketing (for example an unsolicited telephone call, or a sale concluded at your home), the Consumer Protection Act gives you a further right to cancel without reason within five business days of receiving the goods. We honour that right and refund the full amount, including delivery, within 10 business days.

8. Warranty and defective goods

Our goods are supplied with an implied warranty of quality under section 56 of the Consumer Protection Act. For six months after delivery, if a product fails, is defective, or is not reasonably suitable for its intended purpose, you may elect a repair, a replacement, or a full refund of the price paid including delivery. That right is law; these terms do not limit it.

After six months, any manufacturer’s warranty applies on the manufacturer’s own terms, for the period stated with the product. Warranty cover does not extend to damage from incorrect installation, misuse, lightning or power surges, frost, vandalism, water quality outside the product’s stated limits, or ordinary wear of filters and consumable parts.

To claim, email mo@greyonion.com with your order number, a description of the fault and photographs if possible. We may ask to inspect the item and will collect a faulty item at our cost.

9. Returns and refunds

Returns, exchanges and refunds are governed by the Refund and Returns Policy, which forms part of these terms. In short: goods damaged in transit are replaced or refunded at our cost; unused goods may be returned within 7 days of delivery for a refund less the original delivery cost; systems already assembled to order are not returnable. All refunds are paid through PayFast to the payment method used for the original transaction.

10. Liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss or damage that is not foreseeable, or for business losses.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, for product liability under section 61 of the Consumer Protection Act, or for anything else that cannot lawfully be excluded. If a clause is found unenforceable, the rest of these terms remain in force.

11. Personal information

We collect and use personal information only as described in our Privacy Policy, which is aligned with the Protection of Personal Information Act 4 of 2013 (POPIA).

12. Complaints and disputes

If something goes wrong, email mo@greyonion.com or phone 082 454 5458 with your order number and the details, and give us 15 business days to resolve it. If we cannot, the complaint may be taken to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission, or to a court. You may also dispute a card payment with your card issuer.

13. General

These terms are governed by the law of the Republic of South Africa, and the South African courts have jurisdiction. We may update these terms from time to time; the version in force when you place an order is the version that applies to that order, and the date of the current version appears at the top of this page. If a provision is invalid or unenforceable it is severed and the remaining provisions continue to apply. Together with the policies linked above, these terms are the whole agreement between us about the subject matter of an order.