Return and Refund Policy

HTH South Africa

Last updated: 1 January 2026

At HTH South Africa, we are committed to providing our customers with quality swimming pool care products and a reliable shopping experience. If you experience an issue with your order, we are here to help.

This Return and Refund Policy explains the circumstances under which products may be returned, exchanged or refunded.

1. Eligibility for Returns

We accept return requests in accordance with applicable South African consumer protection laws.

To help us process your request, please provide your order number, proof of purchase and a description of the issue.

For products being returned because of a change of mind, we may require that the product:

• Is unused and unopened.

• Remains in its original packaging, with all seals and labels intact.

• Has not been damaged, tampered with or improperly stored.

Due to the nature of swimming pool chemicals and water-treatment products, opened or partially used products may not qualify for voluntary change-of-mind returns. This restriction does not affect any rights you may have under applicable consumer protection laws.

2. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incomplete or different from what you purchased, please contact us as soon as reasonably possible.

When contacting us, please include:

• Your order number and proof of purchase.

• Photographs of the product and packaging, where safe and appropriate.

• A brief explanation of the issue.

Where a return, replacement or refund is required under applicable law, HTH South Africa will arrange an appropriate remedy. We will provide instructions for returning the affected product and advise you on any collection or delivery arrangements.

Please do not use a damaged, leaking or potentially unsafe chemical product. Follow the safety instructions on its packaging and contact us for guidance.

3. Change-of-Mind Returns

If you change your mind after purchasing a product, contact our customer service team to determine whether your order qualifies for a return.

Change-of-mind returns are subject to the product's condition, applicable legal requirements and any relevant cooling-off rights.

Products that have been opened, used, contaminated or altered may not qualify for a voluntary return, except where a return or refund is required by law.

4. Refunds

Once an eligible return has been assessed, we will notify you of the outcome.

Approved refunds will generally be processed using the original payment method, where possible. Processing times may vary depending on your payment provider or financial institution.

Where South African consumer protection laws prescribe a particular remedy or refund period, those requirements will apply.

Shipping fees will be handled in accordance with the circumstances of the return and applicable law.

5. Exchanges and Replacements

Where a product is eligible for an exchange or replacement, we will assess the issue and confirm the available options.

Replacement products are subject to stock availability. If a replacement is unavailable, an appropriate alternative remedy will be offered in accordance with applicable law.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation. Once an order has been dispatched, cancellation may instead be handled under the applicable returns process.

Nothing in this section limits any statutory cancellation or cooling-off rights available to you.

7. Important Information About Pool Chemicals

Swimming pool chemicals must be handled, stored and transported according to their product-specific safety instructions.

For safety reasons, please do not send chemicals back without first contacting our customer service team and receiving appropriate return instructions. Do not dispose of chemicals in ordinary waste or drains unless the product instructions and applicable requirements permit it.

This safety requirement does not remove any consumer rights you may have in respect of defective, unsafe or incorrectly supplied products.

8. Your Consumer Rights

This policy is intended to operate alongside the South African Consumer Protection Act 68 of 2008 and other applicable legislation.

Depending on the circumstances, you may have rights relating to defective goods, goods that are not of acceptable quality, incorrect deliveries and qualifying online purchase cancellations.

Nothing in this policy is intended to exclude, restrict or waive any rights that cannot lawfully be excluded or restricted.

9. Contact Us

For assistance with a return, exchange, cancellation or refund, please contact our customer service team.

Business: HTH South Africa
Email: support@hthonline.co.za
Telephone: +27 12 783 9037

Please include your order number in all return and refund enquiries so that we can assist you efficiently.

Thank you for choosing HTH South Africa. We appreciate your trust in our products and services.