Returns, Refunds & Warranties

Because you bought online without seeing the item in person, the Electronic Communications and Transactions Act (ECTA), section 44 gives you 7 days from the day you receive your order to cancel it. You do not need to give a reason, and there is no penalty.

• You may open it. This right does not depend on the packaging being sealed — you are allowed to have looked at what you bought.
• If it comes back unopened in its original packaging, there is no charge at all. If it has been opened or used, we may deduct a reasonable amount for that use, as the Consumer Protection Act allows.
• We refund the balance within 10 business days of receiving the item back (the law allows us up to 30 days; we do not need them).
• You pay the direct cost of returning the goods to us, unless the item is faulty or we sent the wrong thing — then we pay.

Some things cannot be returned under this right, as the Act allows: goods made or mixed to your specification — for us, made-to-measure pool covers — and anything that by its nature cannot be returned: pool chemicals whose seal has been broken, and filter sand or salt once opened. An unopened, sealed container can come back. Equipment we have already installed is covered by the fault and workmanship rights below rather than by a change of mind.

Separately from the 7-day right above, the Consumer Protection Act (CPA), section 56 gives you 6 months from delivery to return anything that is defective, unsafe, or not fit for its ordinary purpose.

Within those 6 months the choice is yours, not ours — you may ask us to repair it, replace it, or refund you, and we may not charge you for the return. If we repair something and the same fault comes back within 3 months, you may then demand a replacement or a refund.

This does not apply where the fault came from misuse, neglect, or normal wear — a pump run dry, a cleaner used outside its rated pool size, or damage from lightning or a power surge, for example.

Installations and repairs we do carry our own 6-month workmanship guarantee on the labour and the parts we fit — see the Terms of Sale.

Most equipment we sell also carries a warranty from the manufacturer or supplier. This is in addition to the two rights above, and it differs from product to product — a pump, a chlorinator and a bag of chemicals are not covered on the same terms.

We will confirm the warranty on any item before you buy — just ask. Where a manufacturer warranty is longer than 6 months, you keep the benefit of it after the CPA period ends, and we will help you claim against it.

We deliberately do not publish a single blanket warranty figure, because it would be wrong for most of the catalogue.

1. Contact us on 081 577 5051 or sales@crystalreef.co.za with your order number (it starts with CR-) and what is wrong.
2. We confirm whether to collect it or whether you send or drop it back.
3. Once we have the item and have checked it, we refund to the account you paid from, within 10 business days. Refunds on card payments go back through PayFast to the same card.

If we cannot agree, you may refer the matter to the National Consumer Commission or a recognised consumer-goods ombud.

This website is operated by Crystal Reef Pool and Marine Services (Pty) Ltd, trading as Crystal Reef Pool Services.

• Registration number: 2025/912121/07
• Address for service of legal documents: Block 5, Central Office Park, 257 Jean Avenue, Die Hoewes, Centurion, Gauteng, 0157
• Location: Centurion, Gauteng, South Africa
• Telephone: 081 577 5051
• Email: sales@crystalreef.co.za
• Website: www.crystalreef.co.za
• Not a VAT vendor. No VAT is charged and no VAT is shown on any price, invoice or receipt.