Refund policy

At Aqua and Ice, customer satisfaction is our priority. We strive to provide you with the highest quality purified water, bottled water, ice cubes, and water dispensers. If you're not fully satisfied with your purchase, please read our return and refund policy below.

1. Return Eligibility

You may return a product if:

  • It is defective or damaged upon delivery.

  • You received the wrong item.

  • The product is still sealed and unused (for bottled water or dispensers).

  • It is returned within 7 days of delivery.

Note: Due to health and safety regulations, opened or partially used bottled water or ice products are not returnable unless defective.

2. Non-Returnable Items

  • Opened bottled water or containers.

  • Melted or used ice cubes.

  • Custom-labelled water bottles.

  • Items returned after 7 days of delivery.

  • Products not purchased directly from Aqua and Ice (e.g., via third-party sellers).

3. Refunds

If your return is approved:

  • Refunds will be processed within 5–7 business days via the original payment method.

  • Delivery fees are non-refundable unless the return is due to our error (e.g., wrong or damaged product).

  • For dispenser rentals or equipment returns, refunds will be issued once the product is inspected for damage or wear.

4. Exchanges

We offer exchanges for:

  • Faulty or damaged dispensers.

  • Incorrect items delivered.

To request an exchange, contact us within 48 hours of receiving the product.

5. How to Request a Return or Refund

Please contact us via:
📧 Email: info@aquaice.co.za
📞 Phone: 0673270189
📍 Or visit our store at Shops 254, Shop 0268, Louis Pasteur 4, Prinsloo Street, Sisulu St, Pretoria, 0002

Provide:

  • Your order number

  • Proof of purchase

  • A description and photo (if applicable) of the issue

6. Cancellations

Orders may be cancelled:

  • Before dispatch for a full refund.

  • After dispatch, you may be liable for delivery charges if cancellation occurs in transit.

7. Exceptions

In the event of a service failure on our side, such as:

  • Failed delivery

  • Incorrect order fulfilled
    We will arrange a redelivery at no extra cost or offer a full refund.