Refunds and Returns Policy

Last updated: 8 October 2026

This policy covers goods bought through the Andy Plumbers online shop. It is written to be read, and it keeps every right the law gives you. Plumbing services are covered at the end of this page.

At a glance

Situation	Window	What happens
Changed your mind, item unopened	14 calendar days from delivery	Full refund of the item price. You pay the courier back.
Changed your mind, item unopened	Day 15 to day 30 from purchase	Refund of the item price less a 10% restocking fee. You pay the courier back.
Damaged in transit, short, or the wrong item	Report with photographs within 48 hours of delivery	We collect at our cost and repair, replace or refund.
A product that is defective	6 months from delivery (Consumer Protection Act)	Your choice of repair, replacement or refund. We collect at our cost.
A defect in materials or workmanship	12 months from purchase (limited warranty)	Repair or replacement, subject to the exclusions in section 7.

1. Changed your mind

You have 14 calendar days from the day the parcel arrives to send something back for a refund of what you paid for it. It must be unused, undamaged and unopened, in its original packaging, with every accessory and document that came with it, and you need the order number or the invoice.

Your right under the Electronic Communications and Transactions Act to cancel an online purchase within 7 days of receiving it sits inside this window and is not affected by anything on this page.

2. After 14 days

From day 15 up to 30 days after purchase a return is still accepted on the same conditions, less a 10% restocking fee. After 30 days, returns for a change of mind close. Faults are a different matter and are covered in sections 5 to 7.

3. The courier back

• Getting a change-of-mind return to us is at your cost, and that cost is not refunded.
• If we arrange the collection for you, the courier's charge comes off the refund.
• The courier charge on the original order is refunded only where the return is because of a fault, transit damage or our mistake.

4. What cannot come back

• Anything opened or used. For hygiene this matters most with filter cartridges, reverse osmosis membranes and UV lamps: once the seal is broken or water has been through them, they are yours. An opened bag of filter media is the same.
• Anything cut or made up to your order, unless it is faulty.
• Valves, filter vessels, tanks, filter media and plant kits are sold as final. They are heavy, they are made up for one installation, and they do not survive two courier trips well. They come back only if there is a manufacturing defect.

None of this limits your rights where a product is defective. A defective product comes back whatever its category.

5. Damaged, short or not what you ordered

Open the parcel when it arrives. If something is damaged, missing or wrong, email photographs to us within 48 hours of receiving it. The courier will not accept a damage claim after that, so neither can we. We collect it at our cost and repair, replace or refund it. Damage caused by the way something was fitted is not transit damage and is not covered under this section.

6. A fault that shows up later

Tell us as soon as you see it, with a photograph. Where the product is defective, the Consumer Protection Act gives you six months from delivery in which it is repaired, replaced or refunded, at your choice, and we collect it at our cost. The 12 month product warranty in section 7 applies alongside that right.

7. The 12 month limited warranty

Products carry a 12 month limited warranty against defects in materials and workmanship. It runs from the date of purchase, not from the day the product was fitted or first used. Each product listing states it for that product.

What the warranty does not cover

• Consumables: replacement cartridges, filter media, reverse osmosis membranes, refillable cartridges and O-rings. They wear out, which is what they are for.
• Electrical parts: UV lamps, transformers and ballasts. Fit a surge protector and keep the ballast somewhere dry.
• Moving parts, meaning taps, pumps, valves and switches, unless the fault is a proven manufacturing defect.
• Electrical damage from a power surge, from water, or from a fault in the supply.
• Use outside what the product was made for, misuse, neglect, a fitting that ignored the instructions, missed maintenance, or changes made to the product.
• Water pressure or flow above the limits on the listing.
• Frost, sunlight and weather on a product not made to stand outdoors, and corrosion near the coast without protection.
• Chemicals and cleaning products the instructions do not allow.
• Repairs by anyone we did not authorise.

8. How to send something back

1. Email or phone 011 477 1118 during office hours, Monday to Friday, 06:00 to 17:00, with your order number, what you want to return and why. Add photographs if there is damage or a fault.
2. We reply with a return reference, the return address and what to write on the parcel. Where the return is for a fault or our mistake, we arrange the collection.
3. Pack it in its original packaging, with everything that came in the box.
4. Please do not send anything back before you have heard from us. A parcel that arrives without a reference is hard to refund.

9. How refunds are paid

• When the return arrives we inspect it and tell you by email whether the refund is approved, normally within 3 business days of receiving it.
• An approved refund is paid within 7 business days of approval, through PayFast, back to the card or account you paid with. We do not pay refunds in cash or to a different account.
• How long it then takes to show on your statement depends on your bank or card issuer, usually a further 3 to 10 business days.
• If a refund has not shown within 15 business days of our approval email, contact us with your order number and we take it up with PayFast.

10. Plumbing services

Plumbing work is quoted and invoiced separately, and the quotation for the job states its own payment terms. You have the right to good quality service under the Consumer Protection Act. If something we fitted or repaired fails because of our workmanship, tell us and we come back and put it right at no charge; where that is not possible, the Act provides for a refund of a reasonable portion of the price. Materials supplied for a job are covered by the manufacturer's warranty and sections 6 and 7 above.

11. How to contact us

• Phone and WhatsApp: 011 477 1118, Monday to Friday, 06:00 to 17:00
• Email:
• Andy Plumbers Construction and Maintenance (Pty) Ltd, 252a Smit Street, Fairland, Randburg, 2170

A complaint we cannot settle between us may be taken to the Consumer Goods and Services Ombud or the National Consumer Commission.