Refund policy

1. INTRODUCTION
The Pool Team (Registration No. 2014/2760667/07) ("we", "us", "our") is committed to providing our customers with quality pool products and a fair, transparent after-sales experience. This Refund and Return Policy sets out the terms and conditions under which returns and refunds are accepted and processed.

This policy is to be read in conjunction with our Terms and Conditions and is governed by the Consumer Protection Act 68 of 2008 (CPA) and all other applicable South African legislation. By placing an order on www.thepoolteam.co.za you confirm that you have read and accepted this policy.


2. NON-RETURNABLE ITEMS
⚠ IMPORTANT: We do not accept returns on electrical items or chemical products under any circumstances.

The following categories are strictly excluded from our standard return process:

  • Electrical items:
  • Electrical items – including but not limited to pool pumps, motors, lights, control systems, transformers,
    and any other electrically powered equipment.
  • Chemical products – including but not limited to pool chlorine, algaecides, pH adjusters, clarifiers, and all
    other pool treatment chemicals.

If you believe an electrical or chemical product is defective or unsafe, please contact us immediately at enquiries@thepoolteam.co.za. Such items will be handled on a case-by-case basis in accordance with the CPA and the supplier's warranty terms.


3. ELIGIBLE RETURNS
Subject to the exclusions in Section 2 above, you may request a return of eligible pool products under the following conditions:

  • Timeframe: A return request must be submitted within 7 (seven) calendar days of receiving your
    order. Requests submitted after this period will only be considered at our sole discretion.
  • Proof of purchase: You must provide your original order confirmation or tax invoice.
  • Original condition: Items must be unused, in their original packaging, with all original accessories, manuals, and tags intact. Items that have been opened but not used may still be eligible, subject to a handling fee (see Section 5).
  • Assessment of used items: If the item being returned has been used in any way, it will be subject to a formal assessment by The Pool Team before a refund is approved. We reserve the right to decline a return if the item has been damaged, altered, or used in a manner inconsistent with its intended purpose.


4. DEFECTIVE OR UNSAFE GOODS (CPA RIGHTS)
In terms of Section 56 of the Consumer Protection Act 68 of 2008, all goods sold carry an implied warranty of quality for a period of 6 (six) months from the date of delivery. If a product is found to be defective, unsafe, or not reasonably suitable for the purpose for which it was intended within this period, you are entitled to:

  • Have the goods repaired or replaced at no charge; or
  • Receive a full refund of the purchase price.
    This statutory right applies to all eligible goods, including electrical items, and cannot be waived by this
    policy. The 15% handling fee referred to in Section 5 does not apply to returns made under this section.

Note: CPA warranty claims on electrical items must be reported within 6 months of delivery. We may refer the item to the relevant manufacturer or supplier for assessment. Please contact us at enquiries@thepoolteam.co.za to initiate a warranty claim.


5. HANDLING FEE
The Pool Team reserves the right to apply a handling fee of up to 15% (fifteen percent) of the purchase price of the returned item. The applicable fee will be determined at our discretion based on the condition, category, and restocking requirements of the returned item.

The handling fee may be applied in the following circumstances:

  • Items returned in opened or incomplete packaging
  • Items that show signs of use or handling beyond what is required to inspect the product
  • Items returned after the 7-day return window (where accepted at our discretion)
  • Items requiring special restocking, cleaning, or repackaging
    The handling fee will be deducted from the refund amount prior to processing the EFT payment. You will be informed of the applicable handling fee before the return is finalised.

No handling fee will be charged on returns made under the CPA implied warranty of quality (Section 4 above) or where the return is due to an error on the part of The Pool Team.


6. HOW TO INITIATE A RETURN
To initiate a return, please follow these steps:

  • Step 1 – Contact us: Email enquiries@thepoolteam.co.za with your order number, the item(s) you wish to return, and the reason for the return. Please include photos of the item and packaging where
    relevant.
  • Step 2 – Await authorisation: Do not return any item without first receiving a written Return Authorisation (RA) from us. Unauthorised returns will not be accepted.
  • Step 3 – Ship the item: Once authorised, return the item to us in its original packaging. The cost of return shipping is for your account unless the return is due to an error on our part or a defective product under the CPA.
  • Step 4 – Assessment (if applicable): If the item has been used, it will be assessed by our team. We will notify you of the outcome and any applicable handling fee within 5 (five) business days of receiving the item.
  • Step 5 – Refund: Once the return is approved, your refund will be processed via EFT (see Section 7).


7. REFUNDS
All approved refunds are processed exclusively via Electronic Funds Transfer (EFT). Please allow up to 7 (seven) business days for the funds to reflect in your bank account after your refund has been approved.

The following conditions apply to all refunds:

  • Refunds are only issued to the original purchaser and to the bank account provided by the customer.
  • You will be required to provide valid South African banking details (account holder name, bank name, branch code, and account number) for EFT processing.
  • The Pool Team does not issue refunds via cash, credit card reversal, gift card, or store credit unless otherwise agreed in writing.
  • Any applicable handling fee (Section 5) will be deducted from the refund amount prior to processing.
  • Refunds will not be processed until the returned item has been received and assessed by The Pool Team.
  • Original shipping costs are non-refundable unless the return is due to an error on our part or a defective
    product claim under the CPA.

 

8. EXCHANGES 
We do not offer direct exchanges. If you would like a different product, please follow the return process in Section 6 to obtain a refund (where eligible) and place a new order for the desired item on www.thepoolteam.co.za.


9. INCORRECT OR MISSING ITEMS
If you receive an incorrect item or your order is incomplete, please contact us within 48 hours of delivery at enquiries@thepoolteam.co.za. Please include your order number, a description of the discrepancy, and photographs where applicable.

In such cases, The Pool Team will arrange collection and re-delivery or issue a full refund at no additional cost to you. No handling fee will be applied.


10. ITEMS DAMAGED IN TRANSIT
If your order arrives visibly damaged, please:

  • Note the damage with the courier at the time of delivery where possible.
  • Take clear photographs of the damaged packaging and item.
  • Contact us at enquiries@thepoolteam.co.za within 48 hours of receipt.

We will assess the claim and, where the damage is confirmed to have occurred in transit, arrange a replacement or issue a full refund. No handling fee will be applied to transit damage claims.


11. YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT
Nothing in this policy limits or overrides your statutory rights as a consumer under the Consumer Protection Act 68 of 2008. Key rights include:

  • Section 20 – Right to return goods (direct marketing): If you purchased goods as a result of direct
    marketing, you have the right to return them within 5 business days of delivery for a full refund.
  • Section 55 – Right to safe, good quality goods: You are entitled to receive goods that are reasonably
    suitable for their intended purpose, of good quality, and free of defects.
  • Section 56 – Implied warranty of quality: All goods carry a 6-month implied warranty. Defective
    goods may be repaired, replaced, or refunded within this period.
  • Section 19 – Right to delivery: You have the right to receive the goods you ordered within the agreed
    time period.

If you feel that your consumer rights have been infringed, you may contact the National Consumer Commission at www.thencc.gov.za or call 012 428 7000.


12. CONTACT US
For any return or refund related queries, please contact us:

 

13. CHANGES TO THIS POLICY
We reserve the right to update or amend this Refund and Return Policy at any time. Changes will be posted on www.thepoolteam.co.za with a revised "Last Updated" date. We encourage you to review this policy before making a purchase.