Last updated: August 2026

Perfect Pools wants customers to be satisfied with their purchases. This Refund and Returns Policy explains how cancellations, returns, exchanges and refunds are handled for products purchased through our online store.

Nothing in this policy limits any rights provided by the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African laws.

1. Order Cancellations

You may request to cancel an order before it has been processed or dispatched by contacting us at info@perfectpools.co.za.

We will make reasonable efforts to cancel the order. However, we cannot guarantee cancellation once an order has been packed, processed or dispatched.

If the order has already been dispatched, it must be handled as a return.

2. Change-of-Mind Returns

Where the statutory cooling-off period applies to an online purchase, you may cancel the purchase within seven days after receiving the goods without giving a reason.

The customer will be responsible for the direct cost of returning a non-defective product. Qualifying payments will be refunded within the period required by applicable law.

For a change-of-mind return, the product must be:

• Unused, undamaged and in a resaleable condition;

• Returned in its original packaging;

• Complete with all accessories, manuals and components; and

• Accompanied by proof of purchase.

Perfect Pools may refuse a change-of-mind return if the product has been installed, used, altered, damaged or returned incomplete.

3. Non-Returnable Products

Unless a product is defective, incorrectly supplied or must be accepted under applicable law, we may not accept returns of:

• Products made or ordered according to the customer’s specifications;

• Personalised or specially sourced products;

• Opened or used pool chemicals;

• Products that cannot be safely resold after opening;

• Products damaged through incorrect installation or use; or

• Clearance products clearly marked as non-returnable where legally permitted.

4. Damaged, Incorrect or Missing Products

Please inspect your order as soon as possible after delivery.

If a product arrives damaged, is different from what you ordered or has missing parts, contact us promptly and provide:

• Your order number;

• A description of the problem;

• Photographs of the product and packaging; and

• Any other information reasonably required to investigate the issue.

Once the issue has been verified, Perfect Pools may arrange collection and offer a replacement, exchange or refund, depending on the circumstances and your rights under applicable law.

Perfect Pools will cover reasonable return costs where an incorrect or damaged product was supplied by us.

5. Defective Products

Qualifying products are covered by the implied warranty of quality provided by the Consumer Protection Act.

If a product develops a material defect within six months after delivery, you may be entitled to return it for a repair, replacement or refund, subject to inspection and applicable law.

A product will generally not qualify as defective where damage was caused by:

• Incorrect installation;

• Improper or unintended use;

• Failure to follow the manufacturer’s instructions;

• Poor maintenance or normal wear and tear;

• Incorrect chemical use or water conditions;

• Power surges or an unsuitable electrical supply;

• Unauthorised repairs or modifications; or

• Use with incompatible equipment.

Manufacturer warranties that extend beyond six months remain subject to the applicable manufacturer’s warranty terms.

6. Return Process

Before returning any product, contact Perfect Pools to request return instructions.

Unauthorised returns may be delayed or refused where legally permitted.

Approved returns should be sent or delivered as instructed to:

Perfect Pools
16 Enterprise Way
Sunningdale
Cape Town, 7441
South Africa

Products should be securely packaged to prevent damage during return transport. Customers may remain responsible for damage caused by inadequate return packaging.

7. Refunds

Returned products will be inspected before a refund is approved.

Approved refunds will normally be issued to the original payment method. Bank and payment-provider processing times may vary and are outside the control of Perfect Pools.

Delivery charges may not be refunded for change-of-mind returns unless required by law. Where a product is confirmed to be defective, damaged or incorrectly supplied, reasonable delivery and return costs will be handled according to applicable consumer law.

8. Contact Us

For cancellations, returns, refunds or warranty enquiries, contact:

Perfect Pools

Telephone:
(0860) 697665
021 556 2840

Email:
info@perfectpools.co.za

Address:
16 Enterprise Way
Sunningdale
Cape Town, 7441
South Africa