Refund policy

At The Pool Spot, customer satisfaction is important to us. We want you to enjoy your shopping experience and feel confident when purchasing from our store.

If you experience an issue with your order, please read our policy below to understand how returns, exchanges and refunds are handled.

1. Returns Policy

We accept return requests in accordance with applicable South African consumer protection laws.

If you receive a product that is damaged, defective or different from what you ordered, please contact us within 7 days of receiving your order so that we can investigate and assist you.

To help us process your request, please provide:

  • Your order number.

  • Your full name and contact details.

  • A description of the problem.

  • Clear photographs or videos showing the issue.

Our team will review your request and communicate the next steps.

Please do not dispose of damaged products or packaging before contacting us, as we may need photographs or an inspection to assess the issue.

2. Damaged, Defective or Faulty Products

We take care to ensure that products are supplied in good condition. However, if your item arrives damaged, defective or faulty, please notify us as soon as possible.

Depending on the nature of the issue and your rights under applicable consumer protection laws, you may qualify for:

  • A replacement product.

  • A repair, where appropriate.

  • A refund.

Where a product is confirmed to be damaged, defective or incorrectly supplied, we will arrange the appropriate resolution in accordance with applicable law.

Customers should not attempt repairs or modifications before contacting us, as this may make it more difficult to assess the original issue.

3. Incorrect Items Received

If you receive an item that differs from the product you ordered, please contact us within 7 days of delivery.

Please provide your order number and photographs of the item received.

Once the issue has been verified, we will arrange the appropriate correction, which may include collecting the incorrect item and supplying the correct product or issuing a refund.

The Pool Spot will cover reasonable return and replacement costs where the incorrect item was supplied by us.

 

5. Inflatable Pool Returns

Due to the nature of inflatable pools and related products, we encourage customers to inspect their purchases upon delivery.

Where a customer wishes to return an inflatable pool because of a defect, damage or incorrect supply, the request will be assessed in accordance with applicable consumer protection laws.

Please note:

  • Products should not be intentionally damaged or modified.

  • Please retain the original packaging where reasonably possible.

  • Evidence of the reported issue may be requested.

An opened or inflated product is not automatically excluded from a valid return or consumer-law remedy. Each request will be assessed based on the circumstances and applicable law.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible and provide your order number.

If your order has not yet been processed or dispatched, we will make reasonable efforts to stop the order and arrange a cancellation where possible.

If the order has already been dispatched, cancellation may no longer be possible. In such cases, the applicable returns process and your statutory rights will apply.

Nothing in this section limits any cancellation rights available under applicable law.

7. Refund Policy

Once a refund has been approved, it will generally be processed using the original payment method wherever possible.

Please allow approximately 5–10 business days for the refund to reflect after processing. Actual reflection times may vary depending on your bank or payment provider.

Customers will be notified once their refund has been processed.

Where a refund is required by law, it will be handled in accordance with the applicable legal requirements.

8. Exchanges and Replacements

If your product arrives damaged, defective or incorrect, we will assess the issue and determine the appropriate resolution.

Depending on the circumstances, this may include:

  • Replacing the product with the correct item.

  • Providing an alternative product by agreement.

  • Issuing a refund where applicable.

Any replacement arrangements will be communicated directly to the customer.

9. Return Shipping

Where a product is returned because it was damaged, defective or incorrectly supplied, The Pool Spot will arrange and cover reasonable return shipping costs where required by law.

For qualifying change-of-mind returns under ECTA, the customer may be responsible for the direct cost of returning the product, as permitted by law.

We will communicate the relevant return arrangements before a product is sent back.