Returns & Refunds

The counter test — 30 days

Live with it for 30 days from delivery. If it does not earn its place on your counter, send it back for a full refund of the purchase price. No questions, no restocking fee.

The standard is simple: rinsed is fine, damaged is not. The stone is meant to stand in water — using it as intended does not void the return. Chips, cracks or a broken carafe do, unless it arrived that way.

You pay the return courier, unless the item arrived damaged or defective — then the return costs you nothing.

If the piece was a gift, the 30 days still apply, counted from the original delivery.

Your statutory rights, in brief

ECTA 7-day cooling-off: you may cancel any online purchase within 7 days of delivery, for any reason, for a refund of the purchase price. Return courier cost is yours under this right.

CPA 6-month warranty: if the goods are defective, fail, or are not as described, you have 6 months from delivery to choose a repair, replacement or refund — at no cost to you.

The counter test is offered in addition to these rights, never instead of them.

How to start a return

Use the returns form on this site, or email support@waterwands.co.za with your order number. Tell us which right you are using — counter test, cooling-off, or a defect — and, for a defect, what is wrong.

We confirm the return and the return address by email before anything ships back.

Packing it for the trip back

Marble is hard but not unbreakable, and the carafe is glass. Use the original box and moulded nest if you still have them.

Wrap the stone and the carafe separately, and make sure neither can shift inside the box. A stone that arrives back cracked because it travelled loose cannot be refunded under the counter test.

Refunds

We refund within 7 business days of receiving the item back, to your original payment method.

For a confirmed damaged or defective item we also refund the return courier cost, or arrange the collection ourselves.