Last Updated: 16th May 2026

1. Scope and Purpose of Policy
This Returns Policy outlines the procedures and requirements for returning swimming pool parts and accessories purchased from UniPumps (“the Company”). Our goal is to ensure that while we protect the consumer’s right to receive goods of high quality, we also safeguard our manufacturing integrity against improper handling of specialized components.

This policy must be read in conjunction with our Terms & Conditions and Refund Policy. By purchasing from UniPumps, you agree that the return of any goods is subject to the conditions set out below, which are designed to comply with South African consumer law while accounting for the technical nature of pool equipment.

2. Statutory Right of Return (Section 56 of the CPA)
In accordance with Section 56 of the Consumer Protection Act (CPA), all goods supplied by UniPumps carry an implied warranty of quality. This means that the customer has the right to receive goods that are reasonably suited for the purpose for which they are intended, are of good quality, and are free of any material defects.

If a product fails to meet these standards within six (6) months after delivery, the customer may return the product for repair, replacement, or a refund. Please note that this statutory right only applies to “material defects” existing at the time of sale or arising from faulty manufacture, and does not cover damage caused by the customer’s negligence, improper pool chemical balancing, or incorrect installation.

3. Discretionary Returns (Change of Mind)
UniPumps understands that a customer may occasionally purchase an incorrect part. Outside of the 7-day cooling-off period provided by the ECTA (which applies only to non-custom items), UniPumps may, at its sole discretion, accept the return of standard stock items for store credit or exchange, provided the request is made within 14 days of delivery.

Discretionary returns are subject to a 15% handling and restocking fee. This fee covers the administrative costs and the technical inspection required to ensure the item is still fit for resale. Any shipping costs associated with a “change of mind” return are the sole responsibility of the customer.

4. Exclusions from the Returns Policy
Due to the technical and bespoke nature of our product range, certain items are strictly excluded from being returned unless they are found to be defective by our technical team. These exclusions are consistent with Section 42 of the ECTA and the safety regulations of the pool industry.

Non-Returnable Items include:
4.1. Custom-Manufactured Goods: Any parts made to customer-provided measurements.
4.2. Electrical/Electronic Components: Including Capacitors and Pool Lights. These items can be damaged instantly by a faulty power supply or incorrect wiring, making it impossible for UniPumps to verify their internal integrity for resale once they have left our facility.
4.3. Opened Gaskets and Seals: These items are considered “consumable” once the seal is broken, as their performance in pressurized water environments is compromised after handling.

5. Condition of Returned Goods
To qualify for a return (outside of a manufacturing defect), the goods must be in their original, unopened packaging. The items must be unused, uninstalled, and in the same condition that you received them. All manuals, accessories, and promotional items that accompanied the product must be included.

If an item is returned and, upon inspection, shows signs of having been installed, used, or damaged by the customer, the return will be rejected. In such cases, the item will be made available for the customer to collect, or it can be shipped back to the customer at their own expense.

6. The Return Authorization Process
No returns will be accepted without a prior written Return Merchandise Authorization (RMA) from UniPumps.

To initiate the process, you must:
6.1. Email sales@unipumps.co.za with your order number and clear photographs of the item and its packaging.
6.2. State the reason for the return (e.g., “Defective” or “Ordered Incorrect Size”).
6.3. Wait for our team to issue an RMA number and shipping instructions.
6.4. Goods sent to our warehouse without a valid RMA number may be refused or delayed indefinitely.

7. Inspection and Testing of Returned Goods
Once a return is received at our Johannesburg facility (26 Tennyson Dr, Tulisa Park), it will undergo a technical inspection. Our technicians will test the product to verify the reported defect. This process typically takes 3 to 5 business days.

If the defect is confirmed as a manufacturing fault, we will proceed with the customer’s choice of repair, replacement, or refund. If no fault is found, or if the fault is found to be caused by external factors (such as a power surge or incorrect installation), the return claim will be denied.

8. Courier Logistics and Risk of Loss
The risk of loss or damage to goods being returned remains with the customer until the goods are physically received and signed for by a UniPumps representative. We strongly recommend using a reputable courier service with tracking and insurance for all returns.

For valid defect-related returns under the CPA, UniPumps will arrange for our courier to collect the item at our expense. For all other returns, the customer must arrange and pay for the transport. UniPumps will not be held liable for items lost in transit during a return process initiated by the customer.

9. Statutory Disclosures (ECTA Compliance)
Full Company Information In accordance with Section 43 of the Electronic Communications and Transactions Act (ECTA), the following details are provided for consumer protection:
9.1. Full Name: [UniPumps cc]
9.2. Registration Number: [Insert Registration Number]
9.3. Directors: Tony Pereira
Aidan Pereira
Ken De Kock
Eric Mtshali
9.4. Physical Address for Legal Service: 26 Tennyson Dr, Tulisa Park, Johannesburg, 2197
9.5. Complaints and Disputes: Should a dispute regarding a return remain unresolved, the consumer has the right to refer the matter to the National Consumer Commission (NCC) or the relevant industry ombud.

10. Refund Timelines and Methods
Processing of Refunds * Once a return is approved following our technical inspection, UniPumps will process the refund within 10 to 14 business days.
10.1. All refunds will be issued using the original payment method used during the initial transaction (e.g., Credit Card, EFT, PayPal, Ozow or PayFast).
10.2. Please note that depending on your banking institution, it may take additional business days for the funds to reflect in your account.

11. Gift Returns and Reseller Provisions
Gifts and Third-Party Returns * Items received as a gift may be returned for store credit or exchange only, provided they meet all other return conditions (unopened and original packaging).
11.1. Refunds for gift items can only be processed to the original purchaser’s payment method.
11.2. B2B and Reseller Returns: These terms apply primarily to B2C (Business-to-Consumer) transactions. Bulk purchases, wholesale orders, and B2B contracts are governed by the specific terms of the individual Service Level Agreement (SLA) or Dealer Agreement and may not be subject to discretionary “change of mind” returns.

12. Enhanced SADC Logistics & Customs
Regional Customs Documentation (SADC) * For returns originating from SADC member states (e.g., Botswana, Namibia), the customer must clearly mark the package as “GDR – Goods Duty Returned” on all waybills and customs declarations.

The customer is responsible for providing a copy of the original export invoice and a SADC Certificate of Origin (where applicable) to ensure the item is not treated as a new import by the South African Revenue Service (SARS). * Any import duties, VAT, or clearance fees incorrectly levied due to incomplete documentation by the customer will be deducted from the final refund or credit amount.

13. Digital and Smart System Exclusions
Software and Smart Controllers
13.1. Any pool automation systems, “smart” controllers, or products requiring a digital license or software activation are strictly non-returnable once the seal on the software packaging is broken or the device has been registered/activate. * Defects in these items will be handled strictly under the manufacturer’s warranty and repair protocols.

14. SADC and Regional Return Requirements
For customers in SADC countries (e.g., Namibia, Botswana), returns are subject to cross-border logistics. Customers must ensure that all “Return of Goods” customs documentation is correctly completed to avoid unnecessary import duties upon the item’s re-entry into South Africa.

UniPumps is not responsible for any foreign customs duties and/or taxes incurred during the return process. Due to the high cost of international shipping, we encourage SADC customers to double-check all technical specifications before ordering custom-made parts to avoid the need for returns.

15. Damages During Transit
Customers must inspect the packaging of their order upon delivery. If the packaging is visibly damaged, you must either refuse the delivery or note the damage on the courier’s waybill.

Any claims for “Damaged on Arrival” must be reported to UniPumps within 24 hours of receipt, accompanied by photographic evidence. Failure to report transit damage within this timeframe may result in the claim being rejected, as we are unable to hold the courier liable after a “clean” delivery has been signed for.

16. Warranties on Manufactured Parts
UniPumps warrants that its manufactured parts are free from defects in materials and workmanship. The duration of this warranty varies by product and will be specified on the product page or invoice.

This warranty is a “Carry-In” warranty, meaning the customer is responsible for getting the part to our service centre for evaluation. The warranty is strictly limited to the replacement or repair of the part itself and does not include the cost of labour for installation or any consequential damage to the swimming pool or surrounding property.

17. Contact Information for Returns Department
For all return-related inquiries, please use the following contact details:
• Address for Returns: 26 Tennyson Dr, Tulisa Park, Johannesburg, 2197
• Email: sales@unipumps.co.za
• Phone: 011 907 1092
• Hours: 07h00 – 16h00 (Monday – Friday)

Terms & Conditions
Privacy policy
Refund Policy
Returns policy
Shipping policy