Refund & Returns Policy

AMM Water t/a Waterplaas Pomona

Last Updated: 13 October 2026

1. Introduction

Thank you for choosing AMM Water, trading as Waterplaas Pomona.

At AMM Water, we are committed to providing our customers with quality drinking water, water-related products and reliable customer service.

We understand that there may be occasions when you need to cancel an order, return a product or request a refund. This Refund & Returns Policy explains the procedures and conditions applicable to purchases made through our website or directly from our business.

Our products and services include:

• Still bottled water.

• Sparkling bottled water.

• Flavoured sparkling water.

• Water refills.

• Bulk water orders.

• Custom-labelled bottled water.

• Water dispensers and related products.

This policy should be read together with our Terms & Conditions and any applicable South African consumer protection legislation.

Nothing in this policy is intended to exclude, restrict or limit any rights that customers may have under the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, or other applicable legislation.

2. Interpretation and Definitions

For the purposes of this Refund & Returns Policy:

Company, We, Us or Our: Refers to AMM Water t/a Waterplaas Pomona.

Customer, You or Your: Refers to an individual, business or other legal entity purchasing products or services from AMM Water.

Goods or Products: Refers to bottled water, water-related products and other items offered for sale by AMM Water.

Order: Refers to a request to purchase products or services from AMM Water.

Website: Refers to https://ammwater.co.za/.

Customised Products: Refers to products manufactured, labelled, packaged or prepared according to a customer’s specific requirements.

Business Days: Refers to weekdays excluding South African public holidays.

3. Order Cancellations

Customers wishing to cancel an order should contact AMM Water as soon as possible.

3.1 Cancellation Before Processing or Dispatch

Where an order has not yet been processed, prepared or dispatched, customers may request cancellation by contacting our team.

If cancellation is accepted and payment has already been received, an appropriate refund will be arranged.

3.2 Cancellation After Dispatch

If an order has already been dispatched or handed over to a delivery provider, cancellation may require the products to be returned.

Applicable return conditions and reasonable delivery or collection costs may apply, subject to the customer’s statutory rights.

3.3 Online Purchase Cooling-Off Rights

For qualifying electronic transactions, customers may have the right to cancel a transaction within seven days after receiving the goods, without providing a reason, in accordance with Section 44 of the Electronic Communications and Transactions Act.

Where this statutory right applies, the customer may be responsible for the direct cost of returning the goods.

Any refund due under this cooling-off provision will be processed within the period required by applicable legislation.

Certain transactions and products may be excluded from statutory cooling-off rights, including specified personalised goods and other legally excluded categories.

3.4 How to Request Cancellation

To request cancellation, please contact us using one of the following methods:

Email: pomona@waterplaas.co.za

Telephone: 079 309 9731

Contact Page: https://ammwater.co.za/contact-us/

Please provide your order number, name, contact information and reason for cancellation, where applicable.

4. Conditions for Returns

Customers may request a return where a product qualifies under this policy or applicable consumer protection legislation.

For ordinary change-of-mind returns outside any statutory cancellation right, AMM Water generally requests that:

• The return request is submitted within seven days of receiving the goods.

• The product is unused and unopened.

• The product remains in its original packaging.

• The packaging is reasonably intact.

• Proof of purchase or an order reference is provided.

• The product is suitable for resale where applicable.

All return requests will be assessed according to the product type, condition, reason for return and applicable consumer rights.

These conditions do not restrict a customer’s statutory rights relating to defective, unsafe or non-compliant goods.

5. Products That May Not Qualify for Change-of-Mind Returns

Due to the nature of certain products sold by AMM Water, some items may not qualify for voluntary change-of-mind returns.

These may include:

5.1 Opened Bottled Water

Bottled water that has been opened, consumed or had its original seal broken may not qualify for a change-of-mind return for health and hygiene reasons.

This does not remove a customer’s rights where the product is defective, unsafe or otherwise fails to meet applicable legal standards.

5.2 Water Refills

Water dispensed into a customer’s own container may not qualify for a voluntary return once the refill has been completed and accepted.

Any concern relating to water quality, incorrect fulfilment or other legally recognised defects will be assessed separately.

5.3 Custom Bottle Labels

Products prepared with customer-specific labels, branding, artwork or other personalised specifications may not qualify for ordinary change-of-mind returns.

This includes custom-labelled bottled water prepared for businesses, events, promotions or special occasions.

Where AMM Water supplies incorrect, defective or non-compliant customised products, applicable consumer rights will continue to apply.

5.4 Perishable or Unsuitable Products

Products that have deteriorated, passed their expiry date or become unsuitable for resale due to improper storage or handling after delivery may not qualify for voluntary returns.

5.5 Special and Bulk Orders

Bulk orders and specially prepared orders may be subject to agreed cancellation and return conditions communicated during the quotation or ordering process.

These conditions remain subject to applicable consumer protection legislation.

6. Damaged, Defective or Incorrect Products

AMM Water aims to supply products that are safe, correctly described and suitable for their intended purpose.

If you receive a damaged, defective, incorrect or otherwise non-compliant product, please contact us as soon as reasonably possible.

Examples may include:

• Damaged or leaking water bottles.

• Broken or defective bottle seals.

• Incorrect products or quantities.

• Incorrectly supplied water types.

• Defective water dispensers or accessories.

• Custom-labelled products that do not match approved specifications.

• Products that do not meet applicable quality or safety requirements.

Please provide your order details and, where possible, photographs showing the issue.

6.1 Consumer Protection Act Rights

Under Section 56 of the Consumer Protection Act, qualifying consumers generally have the right to return goods that fail to satisfy the statutory requirements and standards within six months after delivery, subject to the Act’s provisions.

Where applicable, customers may be entitled to request a repair, replacement or refund in accordance with the legislation.

AMM Water will assess such requests fairly and will not impose voluntary return conditions that unlawfully limit statutory consumer rights.

6.2 Incorrect Orders

If AMM Water supplies an incorrect product or quantity, please notify us so that we can investigate and arrange an appropriate resolution.

Where the error is attributable to AMM Water, reasonable corrective arrangements will be made in accordance with applicable law.

7. Returning Products to AMM Water

Before returning a product, please contact our team to explain the issue and confirm the appropriate return procedure.

Unless another arrangement has been agreed, products may be returned to:

AMM Water t/a Waterplaas Pomona

Shop 2B, 19 High Road
Corner of Stanley Road
Pomona, Kempton Park
Gauteng, 1619
South Africa

7.1 Return Packaging

Where practical, please package returned products securely to prevent damage during transport.

For products returned because of defects or other statutory reasons, packaging requirements will be applied consistently with applicable consumer rights.

7.2 Return Delivery Costs

For voluntary change-of-mind returns, the customer may be responsible for applicable return delivery costs.

Where goods are defective, incorrectly supplied or otherwise subject to a statutory return right requiring collection at the supplier’s expense, AMM Water will arrange the return in accordance with applicable law.

7.3 Courier Returns

Where courier services are used, customers should retain tracking information and proof of dispatch.

We recommend using an appropriate trackable delivery service for voluntary returns.

AMM Water will not unreasonably refuse a valid statutory remedy because of a missing tracking reference or original packaging.

8. Refund Processing

Once a returned product or refund request has been assessed, AMM Water will communicate the outcome to the customer.

Where a refund is approved or required by law, it will be processed using an appropriate payment method.

Where practical, refunds may be made through the original payment method.

8.1 Refund Timeframes

For refunds arising under the statutory electronic transaction cooling-off right, the applicable legal refund period will be observed.

For other approved refunds, AMM Water will aim to process payment promptly, taking into account the circumstances of the return and any applicable legal requirements.

The time taken for refunded funds to appear in a customer’s account may also depend on the bank or payment service provider.

8.2 Refund Amounts

The refund amount will be determined according to the circumstances of the return and applicable law.

Any lawful deductions or charges will be communicated where relevant.

No deduction will be applied where doing so would unlawfully limit a customer’s statutory rights.

9. Exchanges and Replacements

Where appropriate, AMM Water may arrange an exchange or replacement for qualifying products.

Exchanges may be considered where:

• An incorrect product was supplied.

• A product was damaged during delivery.

• A product is defective.

• An agreed product specification was not met.

• An exchange is otherwise permitted under our voluntary return arrangements.

Replacement products are subject to availability.

Where a replacement is unavailable, an appropriate alternative remedy will be considered in accordance with applicable law.

10. Water Refills and Customer Containers

AMM Water offers water refill services for customers who bring their own suitable containers.

Customers are responsible for presenting containers that are reasonably clean, safe and appropriate for drinking water.

AMM Water may decline to refill a container where its condition presents a reasonable hygiene or safety concern.

Once a refill has been completed, voluntary change-of-mind refunds may not be available.

However, customers should contact us promptly if they believe there is a problem with the quality, quantity or suitability of the water supplied.

Any valid complaint will be assessed in accordance with applicable consumer protection legislation.

11. Bulk Water Orders

Bulk water orders may require additional preparation, stock allocation or delivery arrangements.

Customers are encouraged to confirm the following before approving an order:

• Product type.

• Bottle size.

• Quantity required.

• Delivery or collection arrangements.

• Applicable pricing.

• Any special requirements.

Cancellation and return requests for bulk orders will be assessed according to the order’s status, the nature of the products, agreed terms and applicable law.

Where a bulk order contains defective or incorrectly supplied goods, statutory consumer rights remain applicable.

12. Custom Bottle Labels and Personalised Orders

AMM Water may supply bottled water with customised labels for businesses, events, functions and promotional purposes.

Customers are responsible for reviewing and approving their submitted artwork, spelling, logos and other specifications before production.

Once a customised order has entered production, cancellation may not be possible under our voluntary cancellation arrangements.

Personalised products may also be excluded from certain statutory cooling-off rights where the applicable legislation provides for such an exclusion.

If AMM Water produces goods that differ materially from approved specifications, or supplies defective products, the customer may be entitled to an appropriate remedy under applicable law.

13. Delivery-Related Returns

AMM Water may arrange local deliveries in and around Pomona, Kempton Park and Benoni.

For eligible orders outside these areas, courier delivery may be arranged through Bob Go or another suitable delivery provider.

13.1 Damaged Deliveries

If your order arrives visibly damaged, please notify AMM Water as soon as reasonably possible.

Where practical, photographs of the packaging and affected products will help us investigate the issue.

13.2 Incorrect Deliveries

If you receive the wrong products or quantities, please contact us with your order details.

We will investigate and arrange an appropriate correction where necessary.

13.3 Delivery Charges

Delivery charges associated with voluntary returns may not always be refundable.

Where a refund or return is required by law, delivery and return costs will be handled in accordance with the applicable statutory provisions.

14. Sale and Promotional Products

Products purchased during promotions or special offers remain subject to applicable consumer protection legislation.

A discounted or promotional price does not automatically remove a customer’s rights in relation to defective, unsafe or incorrectly supplied goods.

For voluntary change-of-mind returns, additional promotional conditions may apply where clearly communicated and legally permitted.

15. Gifts and Purchases Made for Others

Where a product has been purchased as a gift, any approved refund will generally be processed in favour of the original purchaser or through the original payment arrangement.

Alternative arrangements may be considered where appropriate and agreed.

The fact that an item was purchased as a gift does not remove applicable statutory consumer rights.

16. Proof of Purchase

Customers requesting a return, exchange or refund should provide proof of purchase where reasonably available.

Acceptable information may include:

• Order confirmation.

• Invoice.

• Receipt.

• Payment confirmation.

• Order reference number.

• Other reasonable evidence of the transaction.

If the original receipt is unavailable, please contact us so that we can attempt to verify the purchase through our records.

17. Changes to This Policy

AMM Water may update this Refund & Returns Policy to reflect changes in our business operations, products, services or applicable legislation.

Any updated version will be published on our website.

The date displayed at the beginning of this policy will indicate when it was last revised.

Changes will not retrospectively remove statutory rights that customers have already acquired.

18. Contact AMM Water

If you have questions about a return, refund, exchange or order cancellation, please contact our team.

Business Name: AMM Water t/a Waterplaas Pomona

Physical Address:

Shop 2B, 19 High Road
Corner of Stanley Road
Pomona, Kempton Park
Gauteng, 1619
South Africa

Telephone: 079 309 9731

Email: pomona@waterplaas.co.za

Website: https://ammwater.co.za/

Contact Page: https://ammwater.co.za/contact-us/

We appreciate your support and are committed to handling customer enquiries and legitimate return requests fairly, professionally and in accordance with applicable South African consumer protection legislation.