Refunds and returns
What to do if something isn't right, or you've changed your mind. This policy sits alongside your rights under the Consumer Protection Act and the ECT Act, which always apply.
Last updated 12 October 2026
Tell us within 12 hours of delivery, with photos. Wrong item delivered? Within 2 days.
First 6 months: claims come through us. After that, it is the manufacturer's carry-in warranty. Every claim is tested first.
Within 7 days of delivery, unopened, packaging intact, with your invoice. Courier and handling costs come off the refund.
1. Is your product defective or damaged?
1.1You can return a product within its warranty period. WhatsApp our online support team on 061 439 8356 or email [email protected], with your invoice as proof of purchase, and we arrange the return.
1.2Every claim is tested by the manufacturer first. Section 2 explains what happens next, and who pays for what.
2. Warranty
2.1New products carry two layers of warranty. For the first 6 months from the date we supplied them, they are covered by the statutory warranty under the Consumer Protection Act, and claims come through us. After that, any longer warranty, such as 2, 3 or 5 years, is the manufacturer's own warranty, on the manufacturer's terms. The product or product page shows the warranty for each product.
Please read this clause carefully
2.2Every claim is tested first. We send the product to the manufacturer or its official agent, who opens and tests it, decides whether there is a factory defect, and gives us a written assessment report with its findings. We can share the report with you. Please don't open a product yourself: the manufacturer treats that as tampering, and it ends the warranty. Damage from misuse, from installation or use that does not follow the manual, from normal wear and tear, or from lightning, power surges or load shedding is not a factory defect and is not covered.
2.3In the first 6 months. If the manufacturer confirms a factory defect, we offer a repair first, because it is usually the quickest. If you would rather have a replacement or a refund, we arrange that instead.
2.4Courier costs in the first 6 months. If a product is found defective within 7 days of receiving it, we collect it and return it at our cost, once the manufacturer confirms the claim. After 7 days, sending it to us is at your cost, and we pay to send the repaired or replaced product back to you. If the manufacturer finds it is not a factory defect, all the courier costs are yours.
2.5After 6 months, it is the manufacturer's carry-in warranty, not ours. Bring or send the product to one of our stores at your own cost and we send it to the manufacturer, or take it to the manufacturer's service agent yourself. Once it is repaired, you collect it, or we courier it back to you at your cost. The manufacturer decides whether to repair, replace or refund.
2.6Assessment fees. Many manufacturers charge a fee to test a product before they will assess a warranty claim. After the first 6 months, you pay this fee upfront, and we tell you the amount before we send the product. If the manufacturer confirms a factory defect, we refund the fee to you. In the first 6 months we pay the fee, but if the manufacturer finds it is not a factory defect, the fee is yours. We release the product once any fees due have been paid.
2.7A repaired product keeps the rest of its original warranty period. The warranty is not extended. If it fails again, it is tested and handled in the same way.
2.8Products installed by our service team. If our team installed the product, we look after it on site for the first 12 months after installation. We remove it, take it for the manufacturer's assessment and refit it. If it is a factory defect or a fault in our installation, there is no charge for any of this. If the manufacturer's report shows it was caused by misuse or poor maintenance, for example stones or debris in the impeller, a pump basket that wasn't cleaned, a pump run dry, or lightning and power surges, our call-out, removal and refitting are charged at our standard rates, together with any assessment fee. After 12 months, or for products we didn't install, removal and refitting are not covered by the warranty. Our team can still do them for you at our standard rates.
2.9We don't repair products ourselves. We send them to the manufacturer. Please allow time for collection and delivery to the manufacturer, about 2 to 5 working days for the assessment, and a further 2 to 7 working days for a repair, depending on the repair and the spare parts in stock.
3. Returns
3.1You can return or exchange a product ordered online as long as:
- you have your proof of purchase: the invoice we email with every order. This applies to every return, including defects and warranty claims
- the item can be returned (see section 8)
- for a change of mind or a wrong item ordered, the item is unused and unopened, with the packaging intact exactly as we sent it
- it is within 7 days of delivery, unless the item is defective
3.2To start a return, WhatsApp our online support team on 061 439 8356, or email [email protected], and send us your invoice.
3.3No invoice, no return. Our system emails an invoice with every order, so please keep it. If you can't find yours, ask us for a copy before you send anything back.
4. What to do, case by case
Tell us straight away, and within 2 days of delivery. We refund you, exchange it or send the correct item, free of charge.
Tell us within 12 hours of receiving it, with photos. Once we have inspected it, we refund you, exchange it or send a new item, free of charge.
This counts as a change of mind. See section 5.
Tell us straight away. We investigate with the supplier and let you know the outcome. See section 2.
Exchange at either of our stores, once arranged with us, or we arrange a collection. Collection charges apply.
If your order is delayed and you would rather return it, tell our online support team on WhatsApp.
5. Change of mind or wrong item ordered
Please read this clause carefully
5.1Tell us in time. WhatsApp our online support team on 061 439 8356 within 2 days if you ordered the wrong item, or within 7 days if you changed your mind.
5.2Condition. Items must be unused and unopened, with the packaging intact exactly as you received it. We sell every item as brand new, so an opened box can't be resold and we can't accept it. We photograph every order before it leaves us, and when a return arrives at our fulfilment centre we check it against those photos.
5.3Courier costs. We don't charge a fixed collection fee. Only the actual courier cost is deducted from your refund. If your order had free delivery, the actual cost of that original delivery is deducted too.
5.4Handling and restocking. Returned items are inspected, repackaged and restocked at our fulfilment centre. A handling and restocking fee covers the actual cost of that work.
5.5These charges only cover the actual courier, fulfilment and administration costs of returns that are not our fault.
6. Sending an item back
6.1Courier collection. We arrange a collection through our courier partners. The actual courier cost is deducted from your refund.
6.2Your own courier. You pay the full cost of shipping, and insurance for the full value of the items. Use a courier that gives proof of delivery. We are not responsible for items lost or damaged on the way back to us.
6.3Drop it off. Bring it to our Rynfield Value Mall or Brentwood Park store. WhatsApp us first to arrange a time, so someone is there to receive it.
6.4Whichever way you send it back, if the original order had free delivery, the actual cost of that delivery is deducted from your refund, and the handling and restocking fee in section 5 applies.
7. Cancelling before dispatch
7.1To cancel an order, WhatsApp us straight away. If the order has already been processed, picked or packed, a reasonable admin fee may be deducted to cover that work, and payment gateway transaction fees can't be refunded. If the courier has already collected the order, it is treated as a normal return.
8. Items we can't take back
These items can't be returned because you changed your mind. They can still come back if they arrived damaged, are defective, expired before they were delivered, or are in-stock items still in their original unopened packaging.
- Products made or customised to your specifications
- Special orders: non-stock items we ordered in from the supplier for you
- Personalised items, and items with manufacturing times
- Electrical products and spare parts, such as timers, transformers, capacitors, circuit breakers, pool lights, replacement globes and UV spares
- Items damaged by lightning, load shedding, power surges or any other act of nature
- Products not used as the user manual says, or deliberately damaged
- Items likely to deteriorate or expire quickly
- Marbelite, pool paint, filter sand, salt, and any water treatment or chemical
9. Refunds
9.1A refund starts with a return or exchange, as set out above. We consider each case on its own facts before we approve it.
9.2Once approved, we process it as soon as we can. It normally takes 24 to 48 hours to process, and another 24 to 48 hours to reflect in your account.
9.3Full and partial refunds are paid by EFT, once we have confirmed and checked the banking details you give us.
9.4Because of card and banking fraud, we may ask you a few extra security questions based on the details you gave us when you ordered. It can feel slow, but it protects you.
10. Contact us
- Head office, legal correspondence
- 081 337 9654
- Online orders and returns, WhatsApp
- 061 439 8356
- Returns and warranty claims
- [email protected]
- General email
- [email protected]
- Stores, main line
- 062 105 2168
- Rynfield Value Mall store
- 072 061 4568, Shop 4, Rynfield Value Mall, Cnr Pretoria and Waterson St, Benoni 1501
- Brentwood Park store
- 084 618 0481, 32 Great North Rd, Brentwood Park AH, Benoni 1450
- Pool services
- 061 568 2399
Pool Pond Spa is the trading name of Pool And Pond Corner CC, registration number 2009/208500/23. Registered address: Shop 4, Rynfield Value Mall, corner of Pretoria Road and Waterson Street, Rynfield, Benoni, Gauteng, 1501. Our terms and conditions also apply.