• You can return a product within the prescribed warranty period  – please contact the on-line customer support on whatsapp message+27 63 294 2372 who will assist in the return of your product.
  • Defective returns will be refunded, exchanged or repaired, based on the manufacturer’s test and assessment, and the sole discretion of the manufacturer.

Warranty

  • We warrant all our new products against any defects for six (6) months from the time we supplied the products unless otherwise stated on the product or product page. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (CPA). These products are all subject to the manufacturer’s warranties and terms & conditions. Any of our products that become defective during the statutory warranty period (six (6) months from the time the products were supplied) may be returned for us to arrange repair, replacement or a refund. Defective products are those that had a defect or were unsafe when we supplied them. You must prove that the products are defective. As soon as we have been contacted by you to facilitate return of the product to us, we will provide you with the necessary return details. Any customer that is a consumer under the CPA may not decide whether we should either repair, replace defective goods or process a refund this deciscion wil be confirmed by the manufacturer or distributor. We will decide how to compensate customers.
  • Should a product be found defective within seven (7) days from you having received your order, we will collect and return the product. Subject to the manufacturer or its official distributing agent determining that the product can be honoured in terms of the warranty, we will carry all the costs involved in returning, repairing or replacing the product. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty.
  • Should the product be found defective or become defective after seven (7) days from you having received your order and where the product still falls under the warranty period, the cost of returning the defective product will be for your account and we will cover the cost of returning the repaired or replaced product back to you. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty. If not, the costs for the return of the product will be for your account.
  • We do not personally carry out the repair; we send the product to the manufacturer to be repaired.Please factor in collection time and delivery to manufacturer,assesment will take approx 2 to 5 working days and repair can be an additional 2 to 7 working days depending on the extent of the repair and stock availability of the spares. We warrant all our repaired products against any further defect for the remaining portion of the statutory warranty period plus a further three months from the time we returned the repaired products.

Returns

  • You are entitled to return or exchange any products ordered on-line provide that:
    • You have the proof of purchase (invoice).
    • The item must qualify as an item that can be returned (see non-returnable items below).
    • The item must be in a re-sellable condition except in the case of damaged or faulty items (sale-able condition).
    • It is within seven (7) days of delivery, unless the item is found to be defective.
  • Returns for on-line orders will be arranged with customer support via Whatsapp 064 534 4691 or our warranty dept on +27 63 294 2372
  • or email info@poolstore.co.za . To initiate the return process, please contact on-line customer support and advise them accordingly. You will need your invoice number or order number as the reference.
  • Various options and scenarios exist which could give rise to a return. We have summarized these below, together with the steps to be taken:
Incorrect items delivered Please notify us immediately or within two (2) days of purchase. We will refund, exchange or send the correct item to you free of charge.
Incorrect item ordered Please see the the clause below : Returns: Change of Mind or Incorrect Item Ordered
Received damaged Item Please notify us immediately or within the two (2) days of purchase. We will refund, exchange, or send a new item free of charge once we have inspected the goods.
Defective goods Please notify on-line customer support on whatsapp message+27 63 294 2372 immediately of any defects. We will investigate the matter and once we have consulted with our supplier, we will notify you of the outcome.
Exchanges We offer in-store exchanges at our pick- up point (after arrangenments are agreed) or we are able to facilitate a collection (please note charges will apply).
Late Deliveries Your order is delayed and you would like to rather return the item(s). Please notify our on-line customer support on whatsapp message+27 63 294 2372.

Returns: Change of Mind or Incorrect Item Ordered

1. Notification & Timeframes If you have ordered an incorrect item or have changed your mind regarding your purchase, please notify us as follows:

  • Incorrect Items: Please notify our online customer support via WhatsApp message at +27 63 294 2372 within two (2) days of receipt to arrange for a collection or replacement.

  • Change of Mind: If you are dissatisfied with your purchase and wish to return it, you have a period of seven (7) days starting from the day you received your order to initiate the return.

2. Condition of Goods To be eligible for a refund, the goods must be in unused condition and still in their original sealed packaging. All returned items will undergo an inspection process by our fulfillment partner to determine their eligibility for a refund.

3. Collection & Shipping Fees We do not charge a fixed collection fee as courier costs vary depending on the size and weight of the item, packaging requirements, and the collection area.

  • Actual Cost Deduction: These costs are charged to us by third-party couriers on a case-by-case basis. Only the actual courier cost incurred is deducted from your refund.

  • Free Shipping Recovery: If your order originally qualified for free shipping, please be advised that the actual shipping cost incurred by POOL STORE to deliver the item to you will be deducted from the refund, as this was a value-added service for a completed sale.

  • Responsibility: You are responsible for the direct expenses associated with returning the goods.

4. Handling and Fulfillment Costs POOL STORE operates on a fulfillment-based model and does not keep physical stock on-site. Orders are managed and dispatched by a third-party fulfillment company. When an item is returned due to an incorrect order or change of mind, it must be sent back to the fulfillment partner to be:

  • Inspected and verified

  • Repackaged

  • Booked back into stock

  • Updated on inventory and order systems

The fulfillment partner charges for this process, and additional administration is required on our side to reconcile the return. Any handling, service, or restocking fee applied is purely to cover these actual costs and is not intended as a penalty.

5. Consumer Protection Act The Consumer Protection Act allows suppliers to recover reasonable costs where a return is not due to supplier fault. The charges applied by POOL STORE relate directly to the courier, fulfillment, and administrative costs involved in processing the return.

6. Next Steps We are happy to arrange a collection for you. Once the item has been received, inspected, and verified at the fulfillment center, your refund will be processed in line with this policy.

Cancellations: Orders Cancelled Prior to Dispatch

1. Cancellation Request If you wish to cancel your order, please notify us immediately via WhatsApp at +27 63 294 2372. We will make every effort to stop the fulfillment process before the item is handed over to our courier partners.

2. Fulfillment & Administrative Fees Because POOL STORE operates on an automated fulfillment-based model, your order is processed and sent to our warehouse partner almost immediately. If a cancellation is requested after the fulfillment partner has already picked, packed, or processed the order—but before it has been collected by the courier—the following may apply:

  • System & Processing Fees: A reasonable administrative or “pick-and-pack” fee may be deducted from your refund to cover the charges billed to us by our fulfillment partner for the work already performed.

  • Payment Gateway Fees: Please note that third-party payment gateways (such as Yoco, Peach Payments, or Payflex) often charge non-refundable transaction fees. These fees may be deducted from your final refund as per the Consumer Protection Act allowance for recovering actual costs.

3. Orders Already Dispatched If the cancellation request is received after the item has already been collected by our delivery partner, it will be treated as a “Change of Mind / Incorrect Item Ordered” return. In this instance, the customer will be responsible for the original shipping costs and the subsequent collection fees as outlined in our Returns Policy.

Non-returnable products

This list excludes items which were delivered damaged, are defective or have an expiry date which preceded the delivery date or are still in their original, unopened packaging

  • Customised products according to your specifications.
  • Electrical products and spare parts, timers, tranformers, capicitors, circuit breakers, pool lights and replacement globes,uv light spares etc.
  • Personalised items/NON-STOCK ITEM /ITEMS WITH MANUFACTURING TIMES
  • Items damaged by LIGHTNING or LOADSHEDDING/POWER SURGE or any other act of nature.
  • Products not used in terms of the product’s user manual or purposefully damaged.
  • Items that are likely to deteriorate or expire rapidly.
  • Marbelite ,pool paint ,filter sand ,salt or any water treatment or chemical.

 Refunds

The refund process will be initiated by either a return or exchange as documented above.

Online refund

  • Where a refund is due to the customer, this will be processed as soon as is possible.
  • It will normally take between 24-48 hours to process the refund and another 24-48 hours to reflect in your account.
    • Full and partial purchase refunds will be processed via EFT will be processed on confirmation and validation of banking details provided by yourself.
  • Refunds will be approved once the case – by – case situation has been analyzed and approved.
  • Due to card and banking security considerations and the high levels of fraud prevalent around electronic payments, we may request additional validation answers from you based on the information you provided on registration on our site. While answering lots of questions can be frustrating and time consuming, please bear with us as this security checking is in your interest.

Updated 2026/01/20