Returns & Refunds Policy – PoolShopOnline (Pty) Ltd

Is your product defective or damaged?

You can return a product within the prescribed warranty period. Please contact online customer support via WhatsApp at +27 63 294 2372, who will assist with your product return.

Defective returns will be refunded, exchanged, or repaired, based on the manufacturer’s test and assessment, and at the sole discretion of the manufacturer.

Warranty

  • All new products are warranted against defects for six (6) months from supply, unless otherwise stated on the product or product page (statutory warranty per the Consumer Protection Act of 2008).
  • All products are subject to the manufacturer’s warranties and terms & conditions.
  • Defective products within the statutory warranty period (6 months from supply) may be returned for repair, replacement, or refund. Defective products are those that were defective or unsafe when supplied. Proof of defect is required.
  • Once you contact us, we’ll provide return details. The manufacturer/distributor will determine if the warranty applies and decide on repair, replacement, or refund.
  • If a product is found defective within 7 days of receipt, we will collect and return it at our cost. If the warranty is honored, we will cover all costs of returning, repairing, or replacing the product.
  • If the product is found defective after 7 days but still within warranty, the cost of returning the product is for your account; we will cover the cost of returning the repaired/replaced product. If not honored, all return costs are for your account.
  • Repairs are carried out by the manufacturer. Assessment: 2–5 working days; repair: 2–7 working days (subject to spares availability). Repaired products are warranted for the remaining statutory period plus three months from return.

Returns

You may return/exchange products ordered online if:

  • You have proof of purchase (invoice).
  • The item qualifies as returnable (see non-returnable items).
  • The item is in resellable condition (unless damaged/faulty).
  • It is within 7 days of delivery, unless defective.

Arrange returns for online orders via WhatsApp 064 534 4691, our warranty dept at +27 63 294 2372, or email info@poolshoponline.co.za. Provide your invoice/order number as reference.

Common Return Scenarios

  • Incorrect items delivered: Notify us immediately or within 2 days. We will refund, exchange, or send the correct item free of charge.
  • Incorrect item ordered: Notify us within 2 days for exchange. Contact WhatsApp +27 63 294 2372; delivery/collection fees are for your account and deducted from your refund if applicable.
  • Received damaged item: Notify us immediately or within 2 days. We will refund, exchange, or send a new item free of charge after inspection.
  • Defective goods: Notify WhatsApp +27 63 294 2372 immediately. We will investigate and consult with our supplier before confirming the outcome.
  • Exchanges: Available at our pick-up point (by arrangement) or we can facilitate collection (charges apply).
  • Late deliveries: If delayed, you may return the item(s). Notify WhatsApp +27 63 294 2372.

Changing your mind / cancelling your order

If you change your mind or wish to cancel, you have 7 days from receipt to return goods (unused, sealed packaging). You may be responsible for direct return expenses. All returns are inspected for refund eligibility. Handling/service/restocking fees may apply, including for items shipped free of charge.

Non-returnable products

(Except if delivered damaged, defective, expired, or in original unopened packaging)

  • Customised products to your specifications.
  • Electrical products/spare parts (timers, transformers, capacitors, circuit breakers, pool lights, globes, UV spares, etc.).
  • Personalised/non-stock items/items with manufacturing times.
  • Items damaged by lightning, loadshedding/power surge, or acts of nature.
  • Products not used per the manual or intentionally damaged.
  • Items likely to deteriorate/expire rapidly.
  • Marbelite, pool paint, filter sand, salt, or water treatment/chemical.

Refunds

  • Refunds are processed after return/exchange per above.
  • Processing: 24–48 hours; reflection in your account: 24–48 hours after processing.
  • Refunds (full/partial) are processed via EFT on confirmation/validation of your banking details.
  • Refunds are approved after case-by-case analysis.
  • For security, we may request additional validation based on your registration info to prevent fraud.