Refund policy

Returns and Refunds Policy Last updated: 22 July 2026

1. Overview

This Returns and Refunds Policy explains your rights and our procedures if you need to return goods purchased from MYAQUAPONICS (PTY) LTD or request a refund. It covers defective or incorrect items, customer-ordered incorrect products, cancellations before shipping, and loss or damage during transit. All returns are subject to the conditions set out below and applicable South African consumer protection laws (including the Consumer Protection Act 68 of 2008 where relevant).

Please read this policy carefully before requesting a return or refund.

2. Incorrect or Defective Items (Our Error)

If you receive an incorrect item or a defective item as a result of our error:

  • We will pay the return shipping costs (South Africa only).
  • After investigation, we will either replace the defective/incorrect item or issue a refund.
  • All goods being returned must be in their original packaging.

To start the process, email sales@myaquaponics.co.za as soon as possible with your order number, a description of the problem, and clear photos of the item and packaging if applicable. We will respond with return instructions.

3. Incorrect Order by Customer / Products Do Not Meet Requirements

If you ordered the incorrect product(s) or the products do not meet your requirements:

  • You have 3 working days from the date of receipt of the goods to request a refund by emailing sales@myaquaponics.co.za.
  • We will only accept goods returned in their original sealed packaging.
  • A 15% refund fee will be charged on the total cost of the goods being returned (subject to inspection of the goods upon receipt).
  • If payment was made by credit card or a third-party payment processor, an additional 2.9% fee will be deducted.
  • Return shipping costs are for the customer’s account.

Please ensure you carefully select the correct products for your needs or application before placing an order. We recommend reviewing product descriptions, specifications and compatibility carefully.

4. Cancellation Before Shipping

You may request a refund for goods that have not yet been shipped.

  • If the cancellation is not due to a delay on our side, a 5% refund fee will apply on the total cost of the goods.
  • Contact us as soon as possible at sales@myaquaponics.co.za with your order number.

Once an order has been handed to the courier, it is treated under the rules in Section 3 above.

5. Loss or Damage During Transit

Risk in the goods passes to the customer once the courier has collected the parcel from us. MYAQUAPONICS (PTY) LTD cannot be held liable for any loss, damage or delay that occurs after collection by the courier.

Standard courier cover for loss or damage is limited to a maximum value of R1 000 per consignment.

If you require additional insurance cover during transit (up to a maximum of R50 000), you must clearly stipulate the value of cover needed when placing your order or immediately thereafter. We will obtain a quotation from the courier for the extra cover, which is charged at additional cost and is payable by the customer before dispatch.

Claims process for loss or damage in transit:

  • Note any visible damage on the delivery note before signing (where possible).
  • Take clear photographs of the packaging and the damaged goods immediately upon receipt.
  • Contact us within 48 hours of delivery (or of the expected delivery date in the case of non-delivery) at sales@myaquaponics.co.za with your order number, photos and a description of the issue.
  • We will assist you in lodging a claim with the courier.
  • Any compensation payable will be limited to the courier’s standard cover of R1 000, unless you requested and paid for additional cover in advance (in which case the higher insured value will apply, subject to the courier’s terms).

We will not issue a replacement or refund beyond the applicable courier cover limit for transit-related loss or damage.

6. How to Request a Return or Refund

  1. Email sales@myaquaponics.co.za with:
    • Your order number
    • The product(s) you wish to return
    • The reason for the return
    • Supporting photos (if the item is defective, incorrect, or damaged)
  2. We will respond promptly with instructions on how and where to return the item(s), if the return is approved.
  3. Pack the goods securely in their original packaging (where required) and send them according to the instructions provided.
  4. Keep proof of postage / tracking until the return has been processed.

Returns sent without prior authorisation or outside the timeframes and conditions above may be refused or returned to you at your cost.

7. Refund Processing Time

Once we have received and inspected the returned goods:

  • You should expect to receive your refund within four weeks of handing the package to the return shipper (or of us receiving the goods, in the case of customer-paid returns).
  • In many cases refunds are processed more quickly.

This timeframe typically includes:

  • Transit time for us to receive the return (generally 5–10 business days)
  • Time for us to process and inspect the return (3–5 business days)
  • Time for your bank or payment provider to process the refund (5–10 business days)

Refunds are issued to the original payment method. We are not responsible for delays caused by banks or payment processors.

8. Non-Returnable Items

The following items are generally not eligible for return or refund (except where required by law, e.g. defective goods caused by our error):

  • Goods that have been opened, used, installed or damaged by the customer
  • Goods not returned in original sealed packaging (for returns under Section 3)
  • Custom or specially ordered items (where applicable)
  • Items returned outside the stated timeframes
  • Live animals or perishable goods (if any) once dispatched

We reserve the right to refuse a return or reduce the refund amount if goods are returned in a condition that does not meet the requirements of this policy.

9. Consumer Protection Act Rights

Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 or other applicable South African law. In particular, your rights regarding defective goods, unsafe goods or goods that do not comply with their description remain protected.

10. Contact for Returns and Refunds

All return and refund requests must be directed to:

Email: sales@myaquaponics.co.za Telephone: +27 10 592 7856 Physical Address for returns (only after authorisation): 13 Tennyson Avenue, Senderwood, Johannesburg, Gauteng, South Africa

Please always include your order number in correspondence so we can assist you as quickly as possible.