REFUND & RETURNS POLICY

Effective Date: Feb 08, 2026

This Refund & Returns Policy outlines the conditions under which ALRA Water accepts
product returns, replacements, or refunds for purchases made through our website.
Because our products are consumable beverages, returns are limited to situations
where products are damaged, defective, or incorrect upon delivery.

1. Returns Eligibility 
Due to hygiene and food safety regulations, ALRA Water does not accept returns for
opened or used products. 
Returns or refunds may only be considered if:
• The product arrived damaged
• The order received was incorrect
• The product is defective
• The order was not delivered
Customers must report issues within 48 hours of delivery.

2. Reporting a Problem 
If there is an issue with your order, please contact our support team and include:
• Your order number
• A description of the issue
• Photos of the damaged or incorrect product
This helps us investigate the issue quickly and fairly.

3. Damaged or Defective Products 
If your order arrives damaged or defective, ALRA Water may offer:
• A replacement product, or
• A refund to the original payment method
The resolution will depend on the circumstances of the issue.

4. Incorrect Orders 
If the wrong item was delivered, customers should notify us within 48 hours of delivery.
Once verified, we will arrange either:
• Delivery of the correct product, or
• A refund if the item is unavailable.

5. Non-Returnable Items 
The following items are not eligible for return or refund:
• Opened bottles
• Consumed products
• Orders reported after the 48-hour claim window
• Orders damaged due to improper storage after delivery

6. Order Cancellations 
Orders may only be cancelled before they are processed or dispatched.
Once an order has been shipped, it cannot be cancelled.

7. Refund Processing 
If a refund is approved:
• Refunds will be issued to the original payment method
• Processing times may take 5–10 business days depending on the payment
provider
Shipping fees may not be refundable unless the return is due to an error on our part.

8. Consumer Protection Rights 
Nothing in this policy limits your rights under the Consumer Protection Act (CPA) of
South Africa.
Customers remain entitled to remedies where products are found to be defective,
unsafe, or not as described.

9. Contact Information 
For refund or return requests, please contact:
 ALRA Water

Email: support@alrawater.co.za

Website: www.alrawater.co.za