Refund policy

1. Overview

At Dors, we take pride in delivering high-quality spring water and beverages. Due to the nature of our products, certain conditions apply to returns and refunds to ensure safety, hygiene, and product integrity.

2. Returns Eligibility

2.1 Defective or Incorrect Products

We will accept returns under the following conditions:

  • The product was damaged, defective, or incorrect upon delivery
  • You notify us within 48 hours of delivery
  • The product remains unused and in its original packaging

Once verified, we will offer:

  • A replacement, or
  • A full refund

2.2 Change of Mind

Due to food safety regulations, we do NOT accept returns for:

  • Opened beverages
  • Consumable products
  • Any product not in its original sealed condition

This aligns with industry standards where perishable food and drink items are generally non-returnable

3. Return Timeframe

  • Claims must be made within 48 hours of receiving your order
  • Returns outside this window may not be accepted unless required by law

Under the South African Consumer Protection Act, customers may have limited rights (e.g. faulty goods), but products must still be unused and in original condition

4. Return Process

To initiate a return:

  1. Email us at sales@dors.group
  2. Include:
    • Order number
    • Description of the issue
    • Photos of the product (if damaged)
  3. Wait for confirmation before sending anything back

Do not return products without approval — they may not be processed.

5. Refunds

  • Approved refunds will be processed within 5–10 business days
  • Refunds will be made to the original payment method
  • In some cases, we may offer store credit or replacement instead

6. Delivery Issues

If your order:

  • Arrives damaged
  • Is missing items
  • Is incorrect

You must report this within 48 hours of delivery to qualify for a claim.

7. Non-Returnable Items

The following items cannot be returned:

  • Opened beverages
  • Perishable goods
  • Custom branded water (VERY important for your business)
  • Bulk or special production orders

8. Shipping Costs

  • If the return is due to our error → We cover return costs
  • If approved under other conditions → Customer may be responsible for shipping