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Refunds & Returns Policy

Effective Date: 07 October 2026
Store Name: Backyard Pools
Website: www.backyardpools.co.za
Email: INFOBACKYARD@gmail.com

At Backyard Pools, customer satisfaction is important to us. If there is a problem with your order, please contact our support team and we will assist you in accordance with this policy and applicable South African consumer law.

1. Returns

Eligible products may be returned within 14 days of delivery, subject to this policy and any rights you may have under applicable law.

To qualify for a change-of-mind return, the product should generally be:

  • Unused and in its original condition

  • In its original packaging

  • Complete with all accessories, manuals, and components

  • Accompanied by proof of purchase or your order number

Please contact us at INFOBACKYARD@gmail.com before returning an item so that we can provide the appropriate return instructions.

2. Pools & Inflatable Products

For hygiene, safety, and resale reasons, pools, inflatable products, and similar water-related products that have been used, filled with water, installed, or materially altered after delivery may not qualify for a change-of-mind return.

This does not limit your rights where a product is defective, damaged, incorrectly supplied, unsafe, or otherwise covered by applicable consumer protection law.

3. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, contact us at INFOBACKYARD@gmail.com as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the problem

  • Clear photographs or videos showing the issue where appropriate

  • Photographs of the packaging if the product arrived damaged

We will assess the issue and provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, refund, or another suitable resolution.

4. Change-of-Mind Returns

Where a return is requested simply because you have changed your mind, return delivery costs may be the customer's responsibility where permitted by law.

The item must meet our return conditions before a refund can be approved.

Original delivery charges may not be refundable for change-of-mind returns except where required by applicable law.

5. Non-Returnable Items

Subject to your statutory consumer rights, we may be unable to accept change-of-mind returns for:

  • Products that have been used or damaged after delivery

  • Pools that have already been filled with water

  • Inflatable products that have been used

  • Products missing parts or accessories

  • Products returned without their original packaging where this materially affects resale

  • Items damaged due to misuse, negligence, incorrect installation, or failure to follow product instructions

  • Personalised or specially ordered products, where applicable

These exclusions do not override rights relating to defective or non-compliant goods under applicable South African law.

6. Refunds

Once an eligible returned product has been received and inspected, we will notify you regarding the outcome of your return.

Approved refunds will generally be processed to the original payment method.

Depending on your bank or payment provider, it may take additional business days for the refund to reflect in your account after it has been processed.

7. Exchanges

Where appropriate and stock is available, an eligible product may be exchanged.

If the requested replacement product is unavailable, we may offer an alternative resolution or refund where applicable.

8. Order Cancellations

If you need to cancel an order, contact