1. Change-of-Mind Returns

If you've purchased an item and changed your mind, please contact us as soon as possible.

Eligible products may be returned provided that:

The product is unused and has not been installed.

The product is in its original, undamaged packaging.

All accessories, manuals, components and other items supplied with the product are included.

The product is in a condition suitable for resale.

You have valid proof of purchase.

The return meets any applicable legal requirements and return periods.

Where a return is simply because you have changed your mind, return delivery or transport costs may be for your account, subject to your rights under applicable law.

Please contact us before returning an item so that our team can confirm the return process.

2. Incorrect Products

If we supplied you with the wrong product, please contact us as soon as possible after receiving your order.

Where Leisure Pools & Pool Retail has supplied an incorrect product, we will arrange the appropriate replacement or other remedy at no additional cost to you, subject to inspection and confirmation.

Please keep the product, packaging and accessories in their original condition wherever reasonably possible.

3. Damaged Products

Please inspect your products as soon as possible after receiving or collecting them.

If an item arrives damaged, please contact us as soon as possible and provide:

Your order or invoice number

A description of the damage

Photographs or video showing the damage, where possible

Photographs of the packaging where relevant

This helps us assess what happened and resolve the issue as quickly as possible.

4. Faulty or Defective Products

Our products are subject to the protections provided by applicable South African consumer law.

Where a product is found to be defective, unsafe, unsuitable for its intended purpose or otherwise fails to meet the applicable legal standards, you may be entitled to a repair, replacement or refund in accordance with the Consumer Protection Act.

Where applicable, qualifying defective goods may be returned within six months after delivery without penalty, subject to the provisions of the Consumer Protection Act.

We may inspect or test the product to establish the nature and cause of the fault.

This does not remove or reduce any rights you may have under the Consumer Protection Act.

5. Pool Pumps, Filters, Chlorinators and Other Equipment

Pool equipment must be installed and operated according to the manufacturer's instructions and applicable installation requirements.

A product may not qualify as defective where the problem resulted from circumstances such as:

Incorrect installation

Incorrect electrical supply or connection

Running equipment without sufficient water

Incorrect plumbing

Misuse or negligence

Improper maintenance

Unauthorised modifications or repairs

Normal wear and tear

Damage occurring after delivery that was not caused by a product defect

Where necessary, equipment may need to be assessed before the cause of the problem can be confirmed.

Any manufacturer's warranty supplied with a product may also apply in addition to your statutory rights.

6. Pool Chemicals

For health, safety and product-integrity reasons, pool chemicals may be subject to additional return restrictions.

Unless required by law, we generally cannot accept pool chemicals for change-of-mind returns once:

The container or seal has been opened or broken.

The product has been partially used.

The chemical has been improperly stored.

The product may have been contaminated.

The product is no longer in a condition in which it can safely be resold.

If you receive the wrong, damaged or defective chemical product, please contact us before opening or using it wherever reasonably possible.

7. Special Orders and Custom Products

Products that have been specially ordered, manufactured, cut, modified or sourced specifically for you may not qualify for change-of-mind returns.

This may include certain:

Special-order pool equipment

Customised products

Specially manufactured components

Products ordered specifically according to customer requirements

This does not affect your rights where the product is defective, incorrectly supplied or where you otherwise have a legal right to return it.

8. Installed or Altered Products

Please make sure you have received the correct product before installation.

Products that have been installed, connected, modified, cut, altered or incorporated into another product or property may not qualify for a change-of-mind return.

Where an installed product is believed to be defective, please contact us before removing or modifying it so that we can advise you on the appropriate assessment process.

9. Online Purchases

Customers purchasing products online may have additional cancellation or cooling-off rights under the Electronic Communications and Transactions Act and other applicable South African legislation.

Where these statutory rights apply, Leisure Pools & Pool Retail will process the return and refund in accordance with the applicable legislation.

Nothing in this policy is intended to exclude those rights.

10. Refunds

Once a returned product has been received and, where appropriate, inspected, we will advise you of the outcome.

Approved refunds will be processed using the original payment method wherever reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

Where legislation specifies a particular refund period, the refund will be processed in accordance with that requirement.

11. Return Delivery Costs

Responsibility for return transport or courier costs will depend on the reason for the return.

Where a product is returned simply because you changed your mind, you may be responsible for the return costs.

Where the product was incorrectly supplied, defective or otherwise qualifies for return at our expense under applicable law, Leisure Pools & Pool Retail will carry the applicable return costs.

12. Proof of Purchase

Please retain your invoice, receipt, order confirmation or other proof of purchase.

We may request this information when processing a return, warranty claim, exchange or refund.

13. How to Request a Return

Before returning a product, please contact Leisure Pools & Pool Retail.

Please provide:

Name:
Order/Invoice Number:
Product:
Reason for Return:
Description of Issue:
Photos or Video, if applicable:

Our team will review your request and advise you on the next steps.

Questions?

If you're unsure whether your product qualifies for a return, please contact Leisure Pools & Pool Retail before returning or shipping the product.

We'll assess the situation and help you determine the appropriate next step.