Return Policy

Under the Consumer Protection Act, 2008 (CPA), you have the right to return goods that are defective, unsafe, do not conform to the agreed specification, or were supplied as a result of a direct-marketing transaction — subject to the conditions set out below.

For distance or direct-marketing sales, you may return goods without reason within 5 business days of delivery, provided the goods are unused, uninstalled and in their original condition and packaging. A handling fee of up to 10% may apply where permitted by the CPA.

Goods that have not been installed, filled with water or otherwise commissioned may be returned within 5 business days of delivery if you change your mind, or within 6 months of delivery if they are found to be defective.

Goods that have been installed, commissioned or used may only be returned if they are materially defective, unsafe or not as described — in line with your rights under Section 56 of the CPA.

Consumable items such as water care chemicals, filters, replacement pillows and other accessories that have been opened or used are not eligible for change-of-mind returns.

Units that have been 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 clearly noted on your quotation.

Defective custom units remain covered under your statutory and manufacturer warranty rights.

To initiate a return, email sales@spawellnesstreatment.co.za with your invoice number, the reason for return and supporting photos where applicable. Our team will assess your request and respond within 2 business days.

Approved returns must be in original condition and, where possible, original packaging. We will arrange collection at a time convenient to you. Do not disassemble or attempt to repair any unit before authorisation.

Once goods are received and inspected, we will confirm the outcome — repair, replacement or refund — within 5 business days.

Where a return is due to a defect, safety issue or our error, we cover all collection and re-delivery costs.

Where a return is a change-of-mind return permitted under the CPA direct-marketing cooling-off period, we may recover reasonable direct costs of collection. This will be communicated to you before collection is arranged.

We are happy to facilitate an exchange for a different model or size where stock is available. Any price difference will be invoiced or refunded accordingly. Exchange requests are subject to the same eligibility conditions as returns.