PoolFloater Online Store.
O1. OVERVIEW
This Returns, Refunds & Warranty Policy applies to purchases made through https://poolfloater.co.za, a single-product online store operated by Pool And Pond Corner CC t/a Pool Pond Spa.
This policy is aligned with the Consumer Protection Act 68 of 2008 (CPA) and must be read together with our Terms and Conditions.
2. DEFECTIVE OR DAMAGED PRODUCTS
2.1 Reporting a Defective or Damaged Product
If your product is defective or damaged upon delivery, please notify us as soon as possible, and no later than 7 (seven) days from receipt of your order.
📱 WhatsApp Support: +27 63 294 2372
📧 Email: info@poolpondspa.com
You will be guided through the return process and provided with return instructions.
2.2 Assessment of Defective Products
- All defective products are subject to inspection and testing by the manufacturer or official distributor.
- Remedies (repair, replacement, or refund) will be determined at the discretion of the manufacturer, in line with CPA requirements.
- Customers may not unilaterally select the remedy.
2.3 Warranty Period
- All new products are covered by a six (6) month statutory warranty from the date of delivery, unless otherwise stated.
- This warranty applies to manufacturing defects or unsafe products supplied to you.
- Products misused, damaged by power surges, lightning, improper installation, or used contrary to instructions are excluded.
2.4 Collection & Delivery Costs for Defective Products
- Within 7 days of delivery:
We will arrange collection and cover all related costs, subject to warranty approval. - After 7 days but within warranty period:
You will be responsible for returning the product to us. We will cover the cost of returning the repaired or replaced product to you, subject to warranty approval. - If the warranty claim is declined, all transport costs will be for your account.
2.5 Repair Timeframes
- Manufacturer assessment: 2–5 working days
- Repairs (if applicable): 2–7 working days, depending on parts availability
Repaired products are warranted for the remaining portion of the statutory warranty, plus an additional three (3) months.
3. RETURNS (NON-DEFECTIVE PRODUCTS)
3.1 Change of Mind
You may return a non-defective product within 7 (seven) days of delivery provided that:
- You have valid proof of purchase
- The product is unused
- The product is in its original, sealed, resaleable packaging
Return shipping costs are for your account.
3.2 Inspection & Fees
- Returned items will undergo inspection before any refund is approved.
- We reserve the right to apply reasonable handling, service, or restocking fees.
- Original delivery fees are non-refundable.
4. INCORRECT, DAMAGED OR WRONG ITEMS
| Scenario | Resolution |
|---|---|
| Incorrect item delivered | Notify us within 2 days – corrected at no cost |
| Item ordered incorrectly | Exchange possible – collection & delivery costs apply |
| Item damaged in transit | Notify us within 2 days – replacement or refund |
| Late delivery | You may request cancellation before dispatch |
5. NON-RETURNABLE ITEMS
The following items cannot be returned unless defective:
- Customised or special-order items
- Non-stock items ordered directly from suppliers
- Electrical components and spare parts
- Products damaged by lightning, power surges, or misuse
- Products not used according to instructions
- Products with rapid deterioration characteristics
6. REFUNDS
6.1 Refund Processing
- Refunds are processed once the return has been inspected and approved.
- Refunds typically take 24–48 hours to process and a further 24–48 hours to reflect in your account.
6.2 Payment Method
- Refunds are processed via EFT to validated bank accounts.
- Additional identity verification may be requested to prevent fraud.
7. CONTACT DETAILS
For all returns, refunds, or warranty queries, please contact:
📱 WhatsApp: +27 63 294 2372
📧 Email: info@poolpondspa.com