Refund Policy

Eligibility for a Refund

To be eligible for a refund, all of the following must apply:

• The refund request is made within 7 days of delivery.
• The item is unused, undamaged, and in its original packaging.
• Proof of purchase (order reference number or receipt) is provided.
• The product has not been installed — installed products are only eligible for refund if a manufacturing defect is verified.

Non-Refundable Items

• Made-to-order products are non-refundable as they are built to customer specification, unless they arrive defective or incorrectly supplied.
• Products damaged due to misuse, improper handling, or unauthorised modification after delivery.
• Products that have been altered or modified after delivery.
• Original shipping charges, except where the return is due to our error.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, notify us within 48 hours of delivery with photos of the item and packaging. We will arrange a full refund or replacement after verification at no cost to you.

Refund Process

1. Contact us with your order reference number, reason for the request, and photos where applicable.
2. Our team will review and respond within 2 business days.
3. If approved, you will receive instructions for returning the product.
4. Once the returned item is received and inspected, the refund is confirmed.
5. Refunds are issued to the original payment method within 7–14 business days of approval. You will be notified by email once processed.

Contact Us

To initiate a refund, contact us via our Contact page or email info@waterliftenergy.africa.