Refund & Returns

Effective Date: 04/12/25

At Clearwaters Pool Supplies, we stand behind the quality of our products. Your satisfaction is our priority. This policy outlines the terms and conditions for returns and refunds.

1. Eligibility for Returns & Refunds
Due to the nature of our products, we can only accept returns and issue refunds for items that are:

  • Faulty or defective upon arrival.

  • Incorrectly shipped (you received the wrong product).

For health, safety, and hygiene reasons, we cannot accept returns or offer refunds for:

  • Products that have been opened, used, or tampered with.

  • Chemicals, liquids, or pool care products (e.g., chlorine, algaecides, pH test kits).

  • Any item that is not in its original packaging and condition.

2. Return Timeframe
To be eligible for a return, you must notify us of the issue within 48 hours of receiving your delivery. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

3. How to Initiate a Return
To start a return, please contact our customer service team at support@clearwaters.co.za with your:

  • Order number

  • Product name

  • Detailed description of the issue

  • Photographs or video evidence clearly showing the defect or error

We will evaluate your request and, if eligible, provide you with instructions on how and where to send your return.

4. Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days. Please note that your bank or credit card company may take additional time to process the refund and post it to your account.

Please note: Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the return is a result of our error (e.g., we sent the wrong item).

5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an eligible item for the same one, please contact us at clearwaters.help@gmail.com

6. Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded.

7. Warranty Claims
Some products may come with a manufacturer's warranty. Please refer to the documentation included with your product for specific warranty terms and contact information. Clearwaters will assist in facilitating these claims where possible.

8. Contact Us
If you have any questions about our Returns and Refunds policy, please contact us:

  • Email: clearwaters.help@gmail.com

  • Hours: Monday-Friday, 8:30 AM - 5:00 PM SAST