Shipping & Returns Policy
Please note we currently only ship within South Africa
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Aqua Africa maintains the highest levels of security and realise how important it is to securely store any information which you provide. Due to this we have partnered with Paypal and Yoco as our third party payment processing service providers using the highest SSL encryption technology.
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What payment methods do you accept?
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On checkout and payment we accept:
Paypal and Yoco processing EFT payments
Direct deposits
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How it works and FAQs
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When will I be charged?
EFT payments are invoiced immediately. Your order will only be processed once your payment has cleared in our account.
How to order?
How do I place an order online?
Step 1
Browse through our catalogue via the categories on our website. Our website carries a real time inventory of stock in our retail outlet. Once you have selected the product you desire click on the ADD THIS TO MY CART button.
Step 2
Once you have selected an item to add to your cart you can continue to shop for other products to add to your order or proceed to checkout by selecting the GO TO CHECKOUT button under the order sub-total.
Step 3
Once in the checkout area you will add your customer information such as delivery address, contact details and desired shipping method.
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Once you have inputted the above data you can proceed to select payment method and either be directed to the PayPal or Yoco website to complete a card transaction or if you are doing a direct deposit simply select the BANK DEPOSIT option whereby bank details will be supplied onscreen after order is placed.
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To finalise your order please select the CONTINUE CHECKOUT button.
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An Order Confirmation will appear – you can check everything here, especially your delivery address. Once you re satisfied everything is correct, click the CONFIRM THE ORDER button.
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Step 4
Once your order has been placed you will receive an email confirming your order.
For any queries regarding your order please feel free to contact us: melody@aqua-africa.co.za
Can I place orders via telephone?
Ordering online is quick easy and secure but if you prefer to order via telephone please feel free to call either Melody or Casey on 061 505 7728 and we will gladly assist.
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Can I change my order?
You can change your order as long as it has not already been processed to be dispatched. Please send clear order change instructions to melody@aqua-africa.co.za and we will assist where we can.
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What delivery options are there?
We offer trackable courier shipping to our clients.
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Courier:
Shipping on orders is calculated by weight in your shopping cart before checkout. The charges are as follows:
The Courier Guy: Flat Rate of R 165 nationwide and Postnet to Postnet: Flat Rate of R110 nationwide.
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What is the Aqua Africa Exchange, Return and Refund Policy?
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When buying items online there will be times when a client requires a different product to the item they have received. We welcome exchanges on the condition that the exchange notice is sent to us in a timely manner and that the items are in a re-saleable condition. Return of items to our retail store fall on the client, shipping fees are non-refundable. Please take care when parcelling goods back to us so that the items packaging needs to reach us in a state that allows us to add the item back into stock for resale.
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When items are returned for reasons such as incorrect product and are needed to be exchanged please note we need to ensure the item/s are returned in a re-saleable condition. This means you’ve kept all your original packaging and manuals intact and that the item is undamaged and unused. On receipt of your goods we are happy for you to inspect the items but if you use the item in your tank this may affect your rights to return goods for a full refund, exchange or credit. We reserve the right to refuse an exchange or refund if the goods are not in saleable condition.
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Please note items purchased on sale are not available for exchange, return or refund.
Will I be refunded any return shipping fees?
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We’ll refund return costs up to our standard delivery option cost if:
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– You received the incorrect item
– You received a damaged item
– You received a defective item
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For all other returns, delivery is at the client’s cost.
What happens when I have a defective product?
We always endeavour to represent the brands we stock to the highest level and clients are welcome to send through their product defect queries.
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When dealing with a defective product please keep in mind that some of our suppliers are international and that a defective product complaint can take up to two weeks to finalise due to time zones or the fact that the physical item cannot be viewed by the supplier other than a photograph.
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Wear and tear of an item falls out of ours and the supplier’s hands, products that have clear signs of wear and tear or improper care to the manufacturer instructions will hamper a warranty claim. Manufacturer defects should be presented with immediate effect to ensure your query is handled favourably, please do not use the item further once a product defect has appeared/occurred.
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How long do I have to return/exchange items?
Our returns policy is 10 working days from receipt of goods. Please ensure unwanted, incorrect or exchange items have been notified to us within this time frame.
Privacy Policy
Who we are
Aqua Africa is committed to maintaining robust privacy protections for its users. Our Privacy Policy (“Privacy Policy”) is designed to help you understand how we collect, use and safeguard the information you provide to us and to assist you in making informed decisions when using our Service.
For purposes of this Agreement, “Service” refers to the Company’s service. The terms “we,” “us,” and “our” refer to the Company. “You” refers to you, as a user of Service. By accepting our Privacy Policy and Terms of Use you consent to our collection, storage, use and disclosure of your personal information as described in this Privacy Policy.
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Information we collect
We collect “Non-Personal Information” and “Personal Information.” Non-Personal Information includes information that cannot be used to personally identify you, such as anonymous usage data, general demographic information we may collect, referring/exit pages and URLs, platform types, preferences you submit and preferences that are generated based on the data you submit and number of clicks. Personal Information includes not only your email but also contact number, invoice address and delivery address, which you submit to us through the registration process at the Site.
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a. Information collected via Technology
To activate the Service you do not need to submit any Personal Information other than your email address. To use the Service thereafter, you do not need to submit further Personal Information. However, in an effort to improve the quality of the Service, we may track information provided to us by your browser or by our software application when you view or use the Service, such as the website you came from (known as the “referring URL”), the type of browser you use, the device from which you connected to the Service, the time and date of access, and other information that does not personally identify you. We may track this information using cookies, or small text files which include an anonymous unique identifier. Cookies are sent to a user’s browser from our servers and are stored on the user’s computer hard drive. Sending a cookie to a user’s browser enables us to collect Non-Personal information about that user and keep a record of the user’s preferences when utilizing our services, both on an individual and aggregate basis.
b. Information you provide us by registering for an account
In addition to the information provided automatically by your browser when you visit the Site, to become a buyer using the Service you will need to create a personal profile. You can create a profile by registering with the Service and entering your email address, and creating a user name and a password. By registering, you are authorizing us to collect, store and use your email address in accordance with this Privacy Policy.
How we use information you provide
a. Personal Information:
Except as otherwise stated in this Privacy Policy, we do not sell, trade, rent or otherwise share for marketing purposes your Personal Information
with third parties without your consent. We do share Personal Information with vendors who are performing services for the Company, such as the servers for our email communications who are provided access to user’s email address for purposes of sending emails from us. Those vendors use your Personal Information only at our direction and in accordance with our Privacy Policy.
In general, the Personal Information you provide to us is used to help us communicate with you. For example, we use Personal Information to contact users in response to questions, solicit feedback from users, provide technical support, and inform users about promotional offers.
We process the Personal Information we collect and receive to identify you, verify your identity, create a user account for you; and/or enter into a contract with you.
As a registered user, we also process your Personal Information in order to:
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fulfill our contractual obligations to you when you have ordered goods in order for us to deliver those goods and process returns.
provide you with information, products or services you request from us.
communicate with you regarding our Platforms and provide you with information, products or services, including billing, customer support, resolving complaints and quality control.
notify you about changes to our Platforms, services and products, terms and conditions, privacy policy or notices, and any other changes that impact our Platforms, services and products.
send you information about competitions, products or services that may interest you (unless you have opted out of receiving such information).
get feedback from you which we need to develop our products and services and grow our business.
comply with any legal or regulatory obligations such as tax or financial laws.
undertake research for statistical purposes. The research and statistics we get from this process do not include your Personal Information and cannot be linked to you, nor can you be identified from these statistics.
b. Non-Personal Information
In general, we use Non-Personal Information to help us improve the Service and customize the user experience. We also aggregate Non-Personal Information in order to track trends and analyze use patterns on the Site. This Privacy Policy does not limit in any way our use or disclosure of Non-Personal Information and we reserve the right to use and disclose such Non-Personal Information to our partners, advertisers and other third parties at our discretion.
In the event we undergo a business transaction such as a merger, acquisition by another company, or sale of all or a portion of our assets, your Personal Information may be among the assets transferred. You acknowledge and consent that such transfers may occur and are permitted by this Privacy Policy, and that any acquirer of our assets may continue to process your Personal Information as set forth in this Privacy Policy. If our information practices change at any time in the future, we will post the policy changes to the Site so that you may opt out of the new information practices. We suggest that you check the Site periodically if you are concerned about how your information is used.
How we protect information
We implement security measures designed to protect your information from unauthorized access. Your account is protected by your account password and we urge you to take steps to keep your personal information safe by not disclosing your password and by logging out of your account after each use. We further protect your information from potential security breaches by implementing certain technological security measures including encryption, firewalls and secure socket layer technology (SSL). However, these measures do not guarantee that your information will not be accessed, disclosed, altered or destroyed by breach of such firewalls and secure server software. By using our Service, you acknowledge that you understand and agree to assume these risks.
Your rights regarding the use of your personal information
You have the right at any time to prevent us from contacting you for marketing purposes. When we send a promotional communication to a user, the user can opt out of further promotional communications by following the unsubscribe instructions provided in each promotional e-mail. You can also indicate that you do not wish to receive marketing communications from us in the “Settings” section of the Site. Please note that notwithstanding the promotional preferences you indicate by either unsubscribing or opting out in the Settings section of the Site, we may continue to send you administrative emails including, for example, periodic updates to our Privacy Policy.
Links to other websites
As part of the Service, we may provide links to or compatibility with other websites or applications. However, we are not responsible for the privacy practices employed by those websites or the information or content they contain. This Privacy Policy applies solely to information collected by us through the Site and the Service. Therefore, this Privacy Policy does not apply to your use of a third party website accessed by selecting a link on our Site or via our Service. To the extent that you access or use the Service through or on another website or application, then the privacy policy of that other website or application will apply to your access or use of that site or application. We encourage our users to read the privacy statements of other websites before proceeding to use them.
Changes to our Privacy Policy
The Company reserves the right to change this policy and our Terms of Service at any time. We will notify you of significant changes to our Privacy Policy by sending a notice to the primary email address specified in your account or by placing a prominent notice on our site. Significant changes will go into effect 30 days following such notification. Non-material changes or clarifications will take effect immediately. You should periodically check the Site and this privacy page for updates.
Contact Us
If you have any questions regarding this Privacy Policy or the practices of this Site, please contact us by sending an email to melody@aqua-africa.co.za
Last Updated: This Privacy Policy was last updated June 2023.