1.2 Statutory Cooling-Off (Electronic Transactions)

• If your purchase is a qualifying electronic transaction, you may cancel without reason and without penalty within 7 days after receiving the goods.
• Exclusions: This does not apply to made-to-specification items, clearly personalized goods, or items that cannot be returned due to their nature (e.g., opened filter media).
• We will refund all payments made, less the direct cost of returning the goods, within 30 days of cancellation.

1.3 Statutory Cooling-Off (Direct Marketing)

If the transaction resulted from direct marketing, you may rescind the transaction within five business days after the later of the date the transaction was concluded or the date the goods were delivered.

• Refunds will be processed within 15 business days after we receive the notice of rescission (if goods weren't delivered) or after receiving the goods back.

1.4 Change of Mind Returns

Separately from statutory rights, we may accept a "change of mind" return under these conditions:

• Goods must be unused, uninstalled, and in original packaging with all accessories.
• Requests must be logged within 14 days of receiving the goods.
• The customer pays the direct cost of returning the goods. We reserve the right to refuse returns not in a resaleable condition.

1.5 Defective, Unsafe, or Incorrect Goods

If goods are defective, unsafe, or not as described, notify us immediately with photos. Where required by law, we will (at our cost) repair, replace, or refund the item based on your election and what is reasonably possible.

1.6 Damage in Transit

1.7 Non-Returnable Items

Unless required by law, we do not accept change-of-mind returns for:

• Goods that have been installed, used, cut, modified, or contaminated.
• Consumables, filter cartridges, and membrane elements that have been opened or exposed to water.
• Special order or made-to-specification items.

1.8 How to Request a Return

1. Email wikus@h2oguru.co.za with your order number and photos.
2. Once approved, we will issue return instructions and a reference number.
3. Pack the goods securely (use the original box) to prevent transit damage.
4. Send or hand-deliver the return to:
   121 Soutpansberg Rd, Riviera, Pretoria, 0084

1.9 Refund Method and Timing

• Refunds are processed to the original payment method. We do not provide cash refunds.
• Original delivery charges are non-refundable for change-of-mind returns.
• Returned goods must be inspected to confirm condition before a refund is finalized.