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Return Policy

Pool Emporium: RETURNS, REPAIRS AND REFUNDS POLICY
Effective Date: 15 May 2026 | Version 3.0 | poolemporium.co.za

INTRODUCTION

This policy governs all returns, repairs and refunds for goods purchased from Pool Emporium (pool pumps, pool chemicals, sand and filter media, pool accessories and related products), whether at our physical store or via our online store at poolemporium.co.za.

Our terms comply fully with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Where our voluntary policy extends rights beyond the statutory minimum, this is indicated clearly. Nothing in this policy diminishes or overrides your statutory rights.

YOUR RIGHTS AT A GLANCE

  1. DEFECTIVE / UNSAFE GOODS:
    Right: Repair, replacement or full refund (your choice).
    Timeframe: Within 6 months of delivery.
  2. ONLINE PURCHASE COOLING-OFF (UNOPENED):
    Right: Cancel for any reason, no penalty.
    Timeframe: Within 7 calendar days of receiving goods.
  3. CHANGE OF MIND (VOLUNTARY POLICY):
    Right: Return in new, unused, unopened condition.
    Timeframe: Within 14 days of purchase / delivery.
  4. REPAIRED GOODS RE-FAIL:
    Right: Replacement or full refund (your choice).
    Timeframe: Within 3 months of the repair.

 

  1. STATUTORY WARRANTY FOR DEFECTIVE GOODS (CPA SECTIONS 55 & 56)

1.1 THE IMPLIED WARRANTY OF QUALITY
Under Section 56(2) of the CPA, every product sold by Pool Emporium carries an implied warranty of quality. Within 6 months of delivery, if a product fails, you may return it at our risk and expense and elect:

  • A full refund of the purchase price;
  • Replacement of the defective goods; or
  • Repair of the defective goods.
    The choice of remedy belongs to you, the consumer.

1.2 WHAT MAKES GOODS "DEFECTIVE"
Under Section 55(2) of the CPA, you have the right to receive goods that are:

  • Reasonably suitable for their intended purpose;
  • Of good quality, in good working order and free of defects;
  • Useable and durable for a reasonable period; and
  • Compliant with applicable public regulations/standards.

1.3 SPECIAL RULES FOR POOL CHEMICALS
(a) GENUINE DEFECTS COVERED:

  • Sealed products found to contain incorrect contents, visible contamination, or improper solidification upon first opening.
  • Products causing unexpected adverse reactions despite strict adherence to manufacturer dosing instructions and correct water balance.

(b) CLAIMS WE CANNOT ACCEPT:

  • Partially or fully used goods. Once a chemical is dosed into a pool, the warranty right is generally extinguished as the product has been altered.
  • Dissatisfaction with treatment speed (e.g., algae not clearing fast enough) without evidence of product defect.
  • Incorrect application (overdosing, mixing incompatible chemicals, etc.).
  • Degradation due to poor storage or exceeding shelf life after purchase.

IMPORTANT: If you believe a chemical is defective, DO NOT use all of it. Retain the container and remaining product. A fully consumed product cannot be assessed for a refund.

1.4 BURDEN OF PROOF
Within the 6-month period, defects reported promptly are presumed to be supply defects unless misuse or negligence is evident. We may request a pool water analysis report to assist in the assessment.

1.5 EXCLUSIONS
Warranty does not apply if:

  • You were informed of a specific defect before purchase.
  • Goods were altered or damaged after leaving our control.
  • Damage results from misuse or storage contrary to instructions.

1.6 TECHNICAL EQUIPMENT ASSESSMENT
For pumps, filters, and chlorinators, we may send items to the manufacturer for technical assessment. This does not override your right to choose your remedy once a defect is confirmed.

1.7 WARRANTY ON REPAIRED GOODS (CPA SECTION 57)
If a repair fails within 3 months (the same defect recurs or a new one arises), you are entitled to a replacement or full refund.

 

  1. ONLINE PURCHASES: 7-DAY COOLING-OFF PERIOD (ECTA SECTION 44)

2.1 EXERCISING THE RIGHT
You may cancel an online purchase within 7 calendar days of receipt for any reason.

  • Cancellation must be in writing (email admin@poolemporium.co.za).
  • You are responsible for the direct cost of returning the goods.
  • A full refund will be processed within 30 days of return.

2.2 CHEMICALS AND THE COOLING-OFF RIGHT

  • SEALED/UNOPENED: The 7-day cooling-off right applies.
  • OPENED/BROKEN SEAL: The cooling-off right is extinguished. Opened chemicals cannot be safely resold. Defects in opened chemicals must be handled via the CPA Section 56 warranty (Section 1 above).
  1. VOLUNTARY CHANGE-OF-MIND RETURNS (POOL EMPORIUM POLICY)

This is a goodwill policy extending beyond the CPA:

  • TIMEFRAME: Within 14 calendar days of purchase/delivery.
  • CONDITION: Items must be unused, unopened, and in original undamaged packaging with factory seals intact.
  • PROOF: Original tax invoice is required.
  • NO RESTOCKING FEE: For items returned in perfect resaleable condition.

 

  1. GOODS EXCLUDED FROM CHANGE-OF-MIND/COOLING-OFF RETURNS

The following cannot be returned for "change of mind" once opened or used:

  • Pool chemicals and water treatments with broken seals.
  • Filter sand, glass media, and cartridges once exposed to water.
  • Custom-made or cut-to-specification goods (e.g., custom pool covers).
  • Installed pumps or motors.
  • Sensitive electronic spare parts with opened packaging.

 

  1. HOW TO RETURN GOODS

5.1 IN-STORE:
Bring goods and invoice to: Shop 63A, Monument Park Shopping Centre, Pretoria East.

5.2 COURIER:
Contact us for a return reference number first.

  • DEFECTIVE GOODS: Pool Emporium arranges and pays for courier.
  • CHANGE OF MIND/COOLING-OFF: Customer arranges and pays for courier.

5.3 CONTACT:

 

  1. REFUND PROCESSING
  • Approved refunds are processed to the original payment method.
  • Please allow 7 to 10 business days for funds to reflect.
  • Cash refunds over R500 are processed via EFT for security.
  • No administration fees are charged for valid CPA returns.

 

  1. DISPUTE RESOLUTION

If dissatisfied, you may escalate to:

  1. Pool Emporium Management: 064 506 9855
  2. Consumer Goods and Services Ombud (CGSO): cgso.org.za | 0860 000 272
  3. National Consumer Commission (NCC): thencc.org.za | 012 428 7000

 

  1. ONLINE SUPPLIER DISCLOSURE (ECTA SECTION 43)
  • Business: Pool Emporium
  • Address: Shop 63A, Monument Park Shopping Centre, Pretoria East, South Africa
  • Phone: 064 506 9855
  • Email: admin@poolemporium.co.za
  • Performance: Orders dispatched within 30 days unless agreed otherwise.

 

  1. CONTACT SUMMARY

Pool Emporium
Shop 63A, Monument Park Shopping Centre, Pretoria East.
Phone: 064 506 9855
Email: admin@poolemporium.co.za
Web: poolemporium.co.za

LEGAL NOTICE: No provision of this policy limits or reduces any right conferred by the CPA or ECTA. Any term that purports to do so is void under Section 51 of the CPA.