H2O Policies – Terms of Service

There are four major elements which set us apart from other water purification companies: Affordability, reliability, variety and accountability.

How to Return an Item

Unless there is a manufacturer defect, your item must be in its original unused condition to be returned and you are required to return the item within 30 days of your purchase.

Please follow the following steps:

Email ‘returns@h2o.co.za’ to request a refund and we will then assign you a tracking number.

Mail the item you wish to return to:

H2O International SA
Returns Department (YOUR TRACKING NUMBER)
37 Bell Crescent
West Lake Business Park
Tokai 7945
Western Cape

In your package you must include a signed letter stating the reason for your return and the original invoice.

Return Exceptions
Particular items cannot be returned if they are opened. These include water and air filter cartridges. Contact our customer services department if you are unsure.

Merchandise that has been used, or altered, will not be accepted for return or exchange.

Restocking Fee
All items are subject to a 10% restocking fee which will be deducted from your refund. We also do not refund the original shipping and handling that customers paid on the order.

If your item is in ‘like-new’ condition, you may exchange it for a different product. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping and any difference in price.

Payment Policy

Accepted Methods of Payment
Credit Card (Visa, Master Card)
Cheque / Bank Deposit / ET

Credit Card Charges
Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded within 3 days.

Mailing Address for Cheques
H2O International SA
Postnet Suite 220
Private Bag X18
Rondebosch 7700
Western Province

Shipping Policy

All orders are shipped within 48 hours, Monday – Friday 8am – 5pm.

We use the following carriers to deliver our orders:
• Parcel Post: for items less than 2kg sent by surface mail.
• Speed Post: for items less than 2 kg sent overnight.
• Specialised Freight Services: for items over 2kg with a value exceeding R1000.
• UTI: for items over 2kg with a value exceeding R1000.

Order Tracking
If a tracking number is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using standard postal services will not have a tracking number.

Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products as well as your location. Before the final checkout page the cost of shipping will be indicated and you will have an opportunity to cancel your order should you wish to do so.

Our standard shipping rates are:
Parcel Post: minimum R120
Speed Post: minimum R150
Courier: minimum R180 for orders under R5000. Free for orders over R5000.

Back Orders
If an item goes on back order we will arrange delivery of the part of your order that is in stock. When the item becomes available we will then deliver the rest of your order. You will not be charged any additional shipping or handling fees for the second shipment.


Privacy Policy

This policy covers how we use your personal information. We take your privacy SERIOUSLY and will take all measures to protect your personal information.

What information do we collect?
We only collect information that we need to process your order. This includes your:

Billing Address
Shipping Address
Email Address
Credit Card Information (not stored on our systems)

In addition, we also collect information on your IP address, browser type, and refer URL data. We use this data to prevent hacking attempts, help us understand what web browsers our customers are using and to find out where our visitors are coming from so that we can improve our marketing and service.

How is my information used?
Your information is only used to complete your order. We do not sell or redistribute your information to ANYONE.

Security and Storage
Only your order information, billing, shipping and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your credit card data.

Cookies and Browser Information
Cookies are small files that reside in your computer and allow us to recognise you on your next visit or store your shopping cart contents. We only use them to track this information.

Terms and Conditions

Detailed description of goods and/or services
H2O International SA is a business in the domestic water purifier industry that markets water purifiers, water dispensers, air purifiers, food waste disposers and coffee machines.

Delivery Policy
Subject to availability and receipt of payment, requests will be processed within 2 days and delivery confirmed by way of an emailed Tax Invoice and receipt. Products will be delivered counter-to-counter by Speed Services, courier or a franchisee, depending on the delivery address.

Export Restriction
The offering on this website is available to South African clients only.

Returns and Refunds: The provision of goods and services by H2O International SA is subject to availability. In cases of unavailability, H2O International SA will refund the client in full within 30 days. Cancellation of orders by the client will carry a 10% administration fee. If returned goods are damaged a handling fee of 25% will be charged. All goods are supplied with a 12-month factory guarantee against defective materials and workmanship.

Customer Privacy
H2O International SA shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.polity.org.za/attachment.php?aa_id=3569.

Payment Options
Payment may be made via Visa, MasterCard, Diners and American Express credit cards or by direct bank transfer into the H2O International SA bank account.

Credit Card Security
Credit card transactions will be acquired for H2O International SA via PayGate (Pty) Ltd who are the approved payment gateway for Standard Bank of South Africa. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no credit card details are stored on the website. Customer details will be stored separately by H20 International SA. Users may go to http://www.paygate.co.za to view their security certificate and security policy.

Merchant Outlet and Transaction Currency
The merchant outlet country is South Africa, with the corresponding transaction currency being the South African Rand (ZAR)

H2O International SA takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

Country of Domicile
This website is governed by the laws of South Africa and H2O International SA chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, 37 Bell Crescent, West Lake Business Park, Tokai, 7945

H2O International SA may, in its sole discretion, change this agreement or any part thereof at any time without given notice.

Company Information
The H20 International SA website is run by H2O International SA based in South Africa trading as H2O International. Registration number 2003/002835/07. Directors, Mr. A.G. Machesini and Mrs. R. Marchesini.

H2O International SA
Support : enquiries@h2o.co.za
Support: +27 21 702 3262