1. General Policy

At Ivatié, customer satisfaction is important to us. We comply with the Consumer Protection Act (CPA) of South Africa and international consumer standards. Refunds and returns are handled fairly and transparently.

2. Eligibility for Refunds

Refunds may be granted under the following circumstances:

• Products (e.g., bottled water) delivered in damaged or defective condition

• Services (e.g., borehole drilling) not performed as agreed in the contract

• Incorrect product or service delivered

3. Non-Refundable Items

• Customized or special-order services once work has commenced

• Products opened or used, unless defective

• Services completed in full

4. Process for Refunds

• Notify us within 7 business days of receiving the product or service issue

• Provide proof of purchase (invoice or receipt)

• Return products in original condition (if applicable)

• Refunds will be processed within 14 business days after approval, using the original payment method

5. Exchanges

Where possible, defective products may be replaced instead of refunded, based on customer preference.