Company Policies, Terms & Conditions
Pure Water. Trusted Quality. Your Health, Our Priority.
Last Updated: 27 October 2025
Our Commitment to You
At Pure Water Company, we are committed to providing safe, high-quality purified drinking water and dependable customer service. We believe every customer deserves access to clean drinking water, transparent pricing and fair treatment.
Our company policies are guided by applicable South African legislation, including the Consumer Protection Act, Foodstuffs, Cosmetics and Disinfectants Act, and Protection of Personal Information Act (POPIA).
1. Water Quality & Safety Policy
Your safety and satisfaction are our priorities.
- Our reverse osmosis (RO) and alkaline water products must meet the applicable safety and quality requirements for drinking water in South Africa.
- Water treatment equipment, storage tanks and dispensing systems are subject to appropriate cleaning, sanitisation and maintenance procedures.
- Water quality is monitored and tested as required by applicable regulations and risk assessments.
- We take appropriate corrective action if a water quality concern is identified, including suspending affected supplies where necessary.
- Our products are described and labelled accurately. We do not guarantee medical or therapeutic benefits from consuming alkaline water.
Applicable legislation: Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 and applicable packaged water, food hygiene and drinking water requirements.
2. Hygiene & Refill Container Policy
We maintain high standards of cleanliness when handling and dispensing drinking water.
- Customers are encouraged to bring clean, food-grade, reusable containers suitable for drinking water.
- Containers must be free from visible dirt, chemical residues, unpleasant odours and contamination.
- We reserve the right to refuse to refill containers that present a hygiene or food safety risk.
- Customers are responsible for cleaning, maintaining and correctly storing their personal containers between refills.
- Our staff follow hygiene and sanitation procedures to help prevent contamination during filling.
These practices support compliance with South African food hygiene regulations.
3. Pricing & Payment Policy
Pure Water Company is committed to fair and transparent pricing.
- All advertised consumer prices are displayed in South African Rand (ZAR) and include VAT where applicable.
- Customers will be informed of the price before confirming a purchase.
- Additional delivery charges, container deposits or other applicable fees will be disclosed before payment.
- Promotional offers are subject to their advertised terms, conditions and validity dates.
- Payment must be made using one of our accepted payment methods.
We do not intentionally advertise misleading prices or impose undisclosed compulsory charges.
4. Refunds, Returns & Customer Rights
We respect customers’ rights under the Consumer Protection Act 68 of 2008.
- Customers who receive unsafe, contaminated, defective or incorrectly supplied products should contact us as soon as possible.
- Where goods fail to meet statutory quality requirements, customers are entitled to the remedies provided by law, including a refund or replacement where applicable.
- Eligible defective goods are covered by the six-month statutory implied warranty, subject to the Consumer Protection Act.
- A change-of-mind refund is not automatically available for an ordinary in-store purchase of water that meets the agreed description and quality requirements.
- Opened, used or customer-contaminated water containers cannot ordinarily be accepted for resale. This restriction does not remove customers’ statutory rights to remedies for unsafe or defective products.
- Unused accessories and dispensers are subject to applicable statutory return rights and any additional return terms communicated at purchase.
All complaints and refund requests will be assessed fairly and without unnecessary delay.
5. Water Delivery & Order Policy
For customers using our delivery service:
- Delivery availability depends on the customer’s location and our operating schedule.
- Delivery fees and estimated delivery arrangements will be communicated when an order is placed.
- Customers are responsible for providing accurate delivery information and ensuring reasonable access to the delivery location.
- Any delivery delay or stock shortage will be communicated as soon as reasonably possible.
- Customers should notify us promptly of incorrect, damaged or missing items.
- Order cancellations and refunds will be handled in accordance with applicable consumer protection legislation and the agreed order terms.
6. Privacy & Personal Information Policy
We respect and protect the privacy of our customers in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).
Personal information collected may include customers’ names, telephone numbers, email addresses, delivery addresses and order histories.
We process this information for legitimate purposes such as:
- Processing purchases and coordinating deliveries.
- Responding to customer enquiries.
- Maintaining transaction and financial records.
- Providing customer support.
- Sending promotional communications where permitted by law.
We implement reasonable safeguards to protect customer information against unauthorised access, loss or misuse.
We do not sell customer personal information to third-party marketers. Information may be shared with authorised service providers where necessary and lawful, subject to appropriate safeguards.
Customers may request access to, correction of, or deletion of their personal information where permitted by law, and may opt out of direct marketing communications.
Personal information is retained only for as long as necessary for lawful business purposes or applicable legal obligations.
7. Environmental Responsibility Policy
Pure Water Company supports responsible water consumption and environmentally conscious business practices.
We encourage the use of suitable reusable water containers, promote responsible water usage and aim to reduce unnecessary single-use plastic waste.
We also seek to manage water treatment waste, cleaning materials and discarded packaging responsibly, in accordance with applicable environmental requirements.
8. Customer Service & Complaints Policy
Customer satisfaction is important to us.
If you have a concern regarding water quality, pricing, service, delivery or any product purchased from us, please contact Pure Water Company directly.
We aim to acknowledge complaints promptly, investigate concerns fairly and provide reasonable resolutions consistent with our legal obligations.
Where a complaint cannot be resolved directly, customers retain their right to approach an appropriate consumer protection authority or other competent regulator.
9. Website Terms & Conditions
By using our website, customers agree to use it lawfully and responsibly.
- Product descriptions, availability and pricing may be updated from time to time.
- We make reasonable efforts to keep website information accurate and current.
- Website content, including text, graphics and branding, may not be reproduced without permission where protected by applicable intellectual property law.
- Nothing in these policies excludes or limits any customer rights or remedies that cannot lawfully be excluded.
- Online transactions, where offered, are subject to applicable South African electronic commerce and consumer protection requirements.
10. Changes to Our Policies
Pure Water Company may update these policies to reflect operational changes, improvements or amendments to South African legislation.
The latest applicable version will be made available on our website. Changes will not retrospectively remove statutory customer rights.
Contact Pure Water Company
Clean Water. Better Living. Trusted Service.
For enquiries, deliveries, product information, refunds or customer complaints, please contact us through the contact details published on our website.
Pure Water Company — Committed to Quality, Safety and Customer Satisfaction.