Returns ,Refunds and Exhanges

At POOLMECCA we are committed to 100% customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help.

Have you changed your mind?

• If you decide to change your decision or wish to cancel your order, you have the option to return the goods purchased online. In case you are dissatisfied with your purchase, you have a period of 7 days starting from the day you received your order to return it. The goods must be in unused condition and still in their original sealed packaging. Please note that you may be responsible for the direct expenses associated with returning the goods. It is important to be aware that all returned items will undergo an inspection process to determine their eligibility for a refund.Furthermore, please be advised that POOLMECCA reserves the right to apply handling or service fees, as well as restocking fees, including any charges incurred for items that were originally shipped free of charge.

Is your product defective/damaged?

• You can return a product within the prescribed warranty period  – please contact the on-line customer support on whatsapp message+27 63 294 2372 who will assist in the return of your product.
• Defective returns will be refunded, exchanged or repaired.

Warranty

• We warrant all our new products against any defects for six (6) months from the time we supplied the products unless otherwise stated on the product or product page. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (CPA). These products are all subject to the manufacturer’s warranties and terms & conditions. Any of our products that become defective during the statutory warranty period (six (6) months from the time the products were supplied) may be returned for us to arrange repair, replacement or a refund. Defective products are those that had a defect or were unsafe when we supplied them. You must prove that the products are defective. As soon as we have been contacted by you to facilitate return of the product to us, we will provide you with the necessary return details. Any customer that is a consumer under the CPA may not decide whether we should either repair, replace defective goods or process a refund this deciscion wil be confirmed by the manufacturer or distributor. We will decide how to compensate customers.
• Should a product be found defective within seven (7) days from you having received your order, we will collect and return the product. Subject to the manufacturer or its official distributing agent determining that the product can be honoured in terms of the warranty, we will carry all the costs involved in returning, repairing or replacing the product. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty.
• Should the product be found defective or become defective after seven (7) days from you having received your order and where the product still falls under the warranty period, the cost of returning the defective product will be for your account and we will cover the cost of returning the repaired or replaced product back to you. This will be subject to the manufacturer or its official distributing agent determining that the product can be honoured under the terms of the warranty. If not, the costs for the return of the product will be for your account.
• We do not personally carry out the repair; we send the product to the manufacturer to be repaired.Please factor in collection time and delivery to manufacturer,assesment will take approx 2 to 5 working days and repair can be an additional 2 to 7 working days depending on the extent of the repair and stock availability of the spares. We warrant all our repaired products against any further defect for the remaining portion of the statutory warranty period plus a further three months from the time we returned the repaired products.

Returns

• You are entitled to return or exchange any products ordered on-line provide that:
  • You have the proof of purchase (invoice).
  • The item must qualify as an item that can be returned (see non-returnable items below).
  • The item must be in a re-sellable condition ie: unused and or unopened and not tampered or damaged in any way including packaging, except in the case of damaged or faulty items (saleable condition).
  • It is within seven (7) days of delivery, unless the item is found to be defective.
• Returns for on-line orders will be arranged with online sales support . To initiate the return process, please contact on-line customer support via whatsapp message on +27 63 294 2372 and advise them accordingly. You will need your invoice number or order number as the reference.
• Various options and scenarios exist which could give rise to a return. We have summarised some these below, together with the steps to be taken:

Returns: Change of Mind or Incorrect Item Ordered

• Notification: Please notify our online customer support via WhatsApp at +27 64 545 0088 or +27 63 294 2372 within two (2) days for incorrect items, or within seven (7) days for a change of mind.
• Condition: Items must be unused and in original sealed packaging. All returns undergo an inspection process at our fulfillment center.
• Fees & Free Shipping: We do not charge a fixed collection fee; only the actual courier cost is deducted from your refund. If your order qualified for “Free Shipping,” the actual original shipping cost incurred by poolmecca.co.za will also be deducted from the refund.
• Fulfillment Model: We operate on a fulfillment-based model. Returns are sent to our third-party partner for inspection, repackaging, and restocking. Any handling or restocking fees applied are purely to cover these actual costs charged to us by our partners.
• CPA Compliance: As per the Consumer Protection Act, these charges relate directly to courier, fulfillment, and administrative costs for returns not due to supplier fault.

Cancellations: Orders Cancelled Prior to Dispatch

If you wish to cancel an order, please contact us immediately via WhatsApp. If the fulfillment partner has already processed, picked, or packed the order, a reasonable administrative fee may be deducted to cover those costs. Additionally, non-refundable payment gateway transaction fees may be deducted from the final refund. If the item has already been collected by the courier, it will be treated as a standard return.

Non-returnable products.

Which products CANNOT  be returned?

• Customised products according to your specifications.
• Electrical spare parts,timers,tranformers,capicitors,circuit breakers,pool light globes,uv light spares etc.
• Personalised items.
• Items damaged by LIGHTNING or LOADSHEDDING/POWER SURGE  or any other act of nature.
• Products not used in terms of the product’s user manual or purposefully damaged.
• Items that are likely to deteriorate or expire rapidly.
• Marbelite ,pool paint ,filter sand ,salt or any water treatment or chemical.

Products that are not defective (ie “change of mind”) may be returned to us at your cost within six months from the date of purchase for a refund or an exchange provided that:

(1) you have the original proof of purchase;

(2) the Product is unused;

(3) the Product is in its original packaging;

(4) the Product is in a saleable condition; and

(5) we reserve the right to charge you a restockingor handling  fee.

 If you purchase the Products online, in terms of section 44 of the ECT Act you are entitled to cancel, without any reason and without any penalty, the purchase of any products within 7 days after receiving the products for a  refund.  You will be responsible to pay for the cost of returning the products any restocking fees and initial delivery fees.

In the event of a refund, such refund will be processed as per EFT payment by issuing you with a POOLMECCA voucher for safety reasons. An EFT refund can take up to seven business days before it reflects in your account.

11.7 In the event of a Product return, we may request your personal information, as well as the reasons for the return. The collection and processing of your personal information will be done in accordance with our Privacy Policy.

 How to return goods

(a) Please contact the on-line customer support via whatsapp message on +27 63 294 2372 to return an item by courier or mail OR to be collected by a method we prefer (costs will be for your accound based on the nature of return.

(b) If the Product you are returning is defective or broken, please provide us with pictures of the damage and attach them to the contact form that will be provided to you by the on-line customer support.

(c) If it is a package of small size, a return label to stick on your package will be sent to you.

(d) In the case of a Product that is heavy and/or bulky, once the application has been registered by the Contact Centre, you will be contacted within a period of three business days to arrange collection of the package.

An email will be sent to you to confirm receipt of the item returned by our services.

Are you being refunded?

• Where a refund is due to the customer, this will be processed as soon as is possible.
• It will normally take between 24-48 hours to process the refund.
• Refunds will be approved once the case by case situation has been analysed and approved.
• Kindly note that refunds may take up to 10 days to reflect in your bank account.
• EFT payments are subject to verification of your banking details. Due to card and banking security considerations and the high levels of fraud prevalent around electronic payments, we may request additional validation answers from you based on the information you provided on registration on our site. While answering lots of questions can be frustrating and time consuming, please bear with us as this security checking is in your interest.
• EFT payments can take up to 7 days to reflect in your bank account