Refund policy

At AquaVive, your health and safety are very important to us. Because we sell bottled drinking water, strict hygiene standards apply.

No Returns on Bottled Water

For hygiene and safety reasons, bottled water cannot be returned once it has been delivered.

When You Are Eligible for a Refund, Replacement, or Credit

In line with the South African Consumer Protection Act (CPA), we will gladly offer a refund, replacement, or store credit if the product delivered is:

  • Damaged, leaking, contaminated, or tampered with

  • Expired or not of acceptable quality

  • Incorrectly supplied (wrong product or quantity)

Reporting an Issue

If you experience any of the above issues, please notify us within 48 hours of delivery.

When reporting an issue, please provide:

  • Proof of purchase

  • Clear photos or videos showing the issue (where applicable)

 

This helps us resolve the matter quickly and fairly.

Items Not Eligible for Refunds or Returns

We unfortunately cannot accept returns or refunds in the following cases:

  • Opened bottles or broken seals

  • Products damaged due to incorrect storage after delivery

  • Change-of-mind returns

 

Bulk Bottle Deposits

Bulk bottles (18L / 20L) are supplied with a refundable bottle deposit.

  • The deposit will be refunded once bottles are returned in reusable condition

  • Bottles must not be damaged, cracked, or excessively worn

 

Contact Us

If you have any questions about this policy or need assistance, please contact us using the details on our Contact Us page. We are always happy to help.