Refunds & Returns Policy

Effective Date: 8 September 2026

At SplashHaven, customer satisfaction is important to us. We want you to shop with confidence when purchasing inflatable pools, framed swimming pools, and pool accessories from our online store.

This policy explains how returns, exchanges, cancellations, and refunds are handled. It must be read alongside our Terms of Service and applicable South African consumer protection laws.

Website: www.splashhaven.co.za
Email: splash.haveninfo@gmail.com
Contact Number: 068 326 7140

1. Returns and Refund Eligibility

If you receive a product that is defective, damaged, incorrect, or materially different from its advertised description, please contact us as soon as possible.

Depending on the circumstances, you may be entitled to a repair, replacement, or refund in accordance with the Consumer Protection Act 68 of 2008 and other applicable South African legislation.

For change-of-mind returns, eligibility may depend on the type of product, its condition, the circumstances of the purchase, and any applicable statutory cooling-off rights.

We encourage customers to inspect their orders upon delivery and contact us promptly if there is a problem.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, contains a defective product, or includes an item you did not order, please contact our customer support team.

To help us resolve the issue efficiently, please provide:

  • Your order number.

  • A description of the problem.

  • Clear photographs or videos showing the damage, defect, or incorrect item, where possible.

  • Your contact details.

We will assess the issue and advise you of the next steps.

Where a product qualifies for a remedy under applicable law, we will arrange an appropriate resolution, which may include a repair, replacement, or refund. Customers will not be required to surrender statutory rights because packaging has been opened for reasonable inspection.

3. Change-of-Mind Returns

If you change your mind after purchasing a product, please contact us before returning it.

For discretionary change-of-mind returns, we may consider a return where the product is unused, complete, and in its original packaging, subject to applicable law and any specific terms disclosed at the time of purchase.

Because pools and inflatable products are intended for contact with water, products that have been filled, inflated, installed, or used may not qualify for a voluntary change-of-mind return.

However, this does not affect any legal rights you may have regarding defective, unsafe, unsuitable, or incorrectly described goods.

Certain qualifying transactions concluded electronically may also carry statutory cancellation rights under South African law.

4. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at splash.haveninfo@gmail.com or 068 326 7140.

If your order has not yet been processed or dispatched, we will make reasonable efforts to stop it.

If your order has already been dispatched, cancellation may require the return of the parcel, subject to applicable law and the circumstances of the purchase.

Any refund arising from a cancellation will be processed in accordance with the applicable legal requirements and payment-provider procedures.

Nothing in this section removes any statutory cancellation rights that apply to your transaction.

5. Refund Process and Timeframes

Once a return or refund request has been assessed and approved, we will communicate the outcome and any required next steps.

Approved refunds will generally be issued to the original payment method where possible. The time it takes for the funds to reflect may depend on your bank or payment provider.

We aim to process approved refunds promptly and within any applicable statutory timeframe.

If additional information is needed to assess your request, we may contact you using the details provided with your order.

6. Return Shipping Costs

The allocation of return shipping costs depends on the reason for the return and the circumstances of the purchase.

  • Defective, damaged, incorrect, or non-conforming products: Where we are responsible or applicable law requires it, we will arrange or cover the reasonable return costs.

  • Change-of-mind returns: The customer may be responsible for return shipping where the return is voluntary and the applicable terms and law permit this.

  • Incorrect delivery information supplied by the customer: Additional delivery costs may apply where legally permissible and appropriately disclosed.

We will explain any applicable return arrangements before you send a product back.

Please do not return an item without first contacting our support team for instructions.

7. Exchanges

If you receive an incorrect or defective item, contact us so we can determine the appropriate remedy.

Where an exchange is appropriate and available, we will provide instructions for returning the original item and receiving the replacement.

Exchanges are subject to product availability and applicable consumer rights. If a replacement is unavailable, we will discuss the available remedies with you.

8. Products Not Eligible for Voluntary Returns

Subject to applicable statutory rights, voluntary change-of-mind returns may not be accepted for:

  • Pools or inflatable products that have been filled, inflated, installed, or used.

  • Products damaged through misuse, improper installation, or failure to follow manufacturer instructions.

  • Products returned with missing components or accessories, where the missing items are not the result of an original fulfilment error.

  • Products that have been materially altered after delivery.

These conditions do not exclude remedies for products that are defective, unsafe, incorrectly supplied, or otherwise covered by consumer protection legislation.

9. Products Damaged Through Improper Use

Customers are responsible for using and installing pools and related products in accordance with the manufacturer's instructions and safety warnings.

Damage caused by misuse, improper assembly, unsuitable installation surfaces, unauthorised modifications, or failure to follow reasonable care instructions may not qualify for a voluntary refund or replacement.

Each claim will be assessed on its circumstances, and nothing in this policy limits rights that cannot legally be excluded.

10. Consumer Protection and Statutory Rights

SplashHaven operates in South Africa and aims to comply with applicable consumer protection legislation, including:

  • The Consumer Protection Act 68 of 2008.

  • The Electronic Communications and Transactions Act 25 of 2002, where applicable.

Where the law provides a customer with a right to cancel, return goods, or receive a refund, that right takes precedence over any inconsistent provision in this policy.

Nothing in this policy is intended to waive or restrict a consumer's non-excludable legal rights.

11. How to Request a Return or Refund

To request a return, exchange, cancellation, or refund, contact us using the details below.

Please include your order number, the product concerned, the reason for your request, and any supporting photographs or documentation.

SplashHaven Customer Support

Email: splash.haveninfo@gmail.com
Phone: 068 326 7140
Website: https://www.splashhaven.co.za

Our team will review your request and guide you through the next steps.

12. Changes to This Policy

SplashHaven reserves the right to update this policy when necessary to reflect changes in our business practices or legal obligations.

Any revised version will be published on our website with an updated effective date where appropriate. Changes will not unlawfully affect rights already held by customers.

Thank you for shopping with SplashHaven. We appreciate your trust and are committed to providing a positive shopping experience.

SplashHaven – Bring the Splash Home.