Delivery and Collection Policy · Last updated 26 October 2026
This policy explains how WATER INNOVATIONS (PTY) LTD (registration number 2026/618059/07), trading as POOL FLUSH and Water Innovations, delivers the water back-up systems ordered through waterinnovations.co.za. Delivery options and costs are shown at checkout before you pay, and the total shown there is the total you pay.
1. Where we deliver
We deliver within South Africa only. We do not ship internationally, and checkout will not complete for a delivery address outside South Africa. If you are outside South Africa and want a system, email mo@greyonion.com and we will discuss whether any arrangement is possible.
2. Delivery options and costs
| Option | Cost | Estimated time |
|---|---|---|
| Collect from us 8 Northfield Avenue, Glenhazel, Johannesburg — by appointment | Free | By arrangement, once the system is ready |
| Standard courier Anywhere in South Africa | R250 per order | 3–5 business days after dispatch |
| Free delivery Orders over R5 000 | Free | 3–5 business days after dispatch |
All amounts are in South African Rand and include no VAT, as we are not a VAT vendor. The courier charge is per order, not per item. Oversized or unusually bulky items (for example large storage tanks) may carry an additional courier surcharge — if that applies to your order we tell you the amount and get your agreement before dispatching, and you may cancel for a full refund if you do not accept it.
3. When your order is dispatched
Systems are assembled to order rather than picked off a shelf. Once payment has cleared and we have confirmed your order we prepare it for dispatch. Dispatch takes up to 5 business days, or a maximum of 10 business days during busy periods such as load-shedding-related demand, after which the courier’s 3–5 business day transit applies. If an order will take longer than 10 business days to dispatch, we contact you with the expected date and you may cancel for a full refund.
Business days are Monday to Friday, excluding South African public holidays. Transit times are the courier’s estimates, not guarantees; delays caused by the courier, weather, strikes or road closures are outside our control. We will tell you about anything we know of.
4. How delivery works
- Tracking. We email a tracking number when the order is dispatched, to the address on the order.
- Address. Please give a physical street address where someone can receive the goods; couriers cannot deliver to a PO Box. If nobody is available the courier may leave a card and re-attempt another day, and any re-delivery charge the courier makes may be passed on to you.
- Signature and risk. Someone at the delivery address should check the goods and sign for them. Risk passes to you on delivery or collection (see the Terms & Conditions). If goods arrive damaged, tell us within 7 days — see the Refund and Returns Policy.
- Access. Please make sure the courier can reach the address — gate access, security-estate clearance or a farm road, for example. If access is refused or the address is wrong, the courier may return the goods and re-delivery is at your cost.
5. Collecting from us
You may collect from 8 Northfield Avenue, Glenhazel, Johannesburg, Gauteng, 2192 at no charge. Collection is by appointment only: we email or phone you to arrange a time once your system is ready, normally within 5 business days of cleared payment, and collection hours are Monday to Friday, 08:00–17:00. Please bring your order confirmation. If you have not collected within 30 days of being told the order is ready, we contact you to arrange collection or delivery; if we cannot reach you after reasonable attempts, the order is treated as cancelled and refunded less any storage cost.
6. Systems and installation
Systems are delivered as components for installation by a qualified plumber. Installation is not included in the price. For delivery to a building site, someone responsible must be there to receive the goods; goods left at an unattended site at your request are left at your risk.
7. If something goes wrong
If a delivery is late, damaged, incomplete or goes to the wrong address, email mo@greyonion.com or phone 082 454 5458 with your order number, Monday to Friday 08:00–17:00. We aim to answer within one business day and to resolve delivery problems as quickly as we can. If we cannot supply or deliver an order, we refund it in full, including delivery, within 10 business days — see the Refund and Returns Policy.