Return Policy

It is 5 days from the date of delivery — not the date you placed your order or paid your deposit. Because our products are delivered nationwide and lead times vary (7–14 business days for in-stock units, longer for made-to-order units), the clock only starts once the goods are physically in your hands and you have had a chance to inspect them.

Example: if your order is placed on the 1st and delivered on the 10th, your 5-day return window runs from the 10th, not the 1st.

This 5-day change-of-mind window applies to distance/direct-marketing sales under the Consumer Protection Act, 2008 (CPA). Separately, your statutory right to a repair, replacement or refund for defective, unsafe or not-as-described goods under Section 56 of the CPA applies for 6 months from delivery — see "Damaged or defective on arrival" below.

Email us within 5 days of delivery with: (1) your order or invoice number, (2) the reason for the return, and (3) clear photos of the item and its packaging. We will acknowledge your request and confirm next steps within 2 business days.

Do not disassemble, install, fill with water, or attempt to repair the unit before we have authorised the return — doing so may affect your eligibility for a change-of-mind return (it does not affect your statutory rights for defective goods).

All returns are handled by email at sales@spawellnesstreatment.co.za. Please use this address rather than WhatsApp or phone for return requests, so there is a written record of your request and our response.

If the return is because the item is defective, damaged in transit, not as described, or we shipped the wrong item — we pay 100% of the collection and (if applicable) re-delivery cost. You pay nothing.

If the return is a change of mind (you simply no longer want the item, and it is not faulty), you are responsible for the reasonable direct cost of collection, as permitted under the CPA's cooling-off provisions for direct-marketing sales. We will quote this cost to you in writing before arranging collection, so there are no surprises.

For a change-of-mind return: yes. The item must be unused, uninstalled, not filled with water or commissioned, and in its original packaging with all accessories and documentation included. Consumable items that have been opened or used (water care chemicals, filters, pillows and similar accessories) cannot be returned for a change of mind.

For a defective, damaged, or wrongly-shipped item: no. You are not required to keep the item sealed or uninstalled to claim a repair, replacement or refund — normal use and inspection to identify the defect does not affect your rights.

Units that are custom-configured, imported to order, or manufactured to your specification are not eligible for change-of-mind returns once production or importation has commenced (this will be noted on your quotation). Defective custom units remain fully covered.

Once we receive and inspect the returned item, we will confirm the outcome (refund, replacement or repair) within 5 business days. Where a refund is approved, the money is paid out within 7–14 business days of that confirmation.

If your return does not require the item to come back to us first (for example, a confirmed damaged-on-arrival claim resolved from photos alone), we may issue the refund sooner, without waiting for collection.

Refunds are paid back to the original payment method used for the order. Where the original method cannot be reversed (for example, a manual EFT), we will refund by EFT into the bank account the payment was made from, or another account you confirm to us in writing. We do not issue cash refunds or in-store credit unless you specifically request store credit as an alternative.

If the return is due to a defect, damage in transit, or our error (wrong item shipped): yes — the original delivery fee is refunded to you in full, along with the product price.

If the return is a change of mind: no — the original delivery fee is not refundable, and reasonable return collection costs are for your account (see question 4). Only the product price is refunded, less any applicable collection cost.

Inspect your delivery on arrival wherever possible, and note any visible damage on the delivery paperwork before signing. Email us at sales@spawellnesstreatment.co.za within 48 hours of delivery with photos of the damage and the packaging.

We will arrange, at no cost to you, either: a free repair, a free replacement unit, or a full refund including the original delivery fee — your choice, once we've confirmed the damage. We cover all collection and redelivery costs for damaged-on-arrival claims.

Email us at sales@spawellnesstreatment.co.za within 5 days of delivery with your order number and photos of the item you received. We will arrange free collection of the incorrect item and free delivery of the correct item — or a full refund including the original delivery fee, if you'd prefer not to wait for the correct item. You pay nothing in this scenario.

We are happy to facilitate an exchange for a different model where stock is available, subject to the same 5-day, unused/uninstalled eligibility conditions as a change-of-mind return. Any price difference is invoiced or refunded accordingly, and standard return shipping responsibility (question 4) applies to the item being exchanged.