Refund policy

We want you to be happy with every Velcrest Prime purchase.

14-day returns. Unused items in their original, undamaged packaging may be
returned within 14 days of delivery or collection for a refund or exchange, in
line with the Consumer Protection Act. Proof of purchase is required.

Non-returnable items. For safety and hygiene, opened pool chemicals,
personal-care items, and special or made-to-order goods cannot be returned once
opened or used, unless faulty.

Faulty or incorrect items. If an item arrives faulty, damaged, or not as
ordered, contact us within 7 days at pools@velcrest.africa. Larger appliances
and branded goods (e.g. Zodiac, Sunbeam, Telefunken) may be covered by a
manufacturer warranty and handled through the brand's service process — we'll
guide you.

Refunds are made to the original payment method within 7–10 business days of
us receiving and inspecting the return. Original delivery charges are
non-refundable except where the return is due to our error or a faulty item.
Return shipping is the customer's responsibility unless the item is faulty or
incorrect.

To start a return, email pools@velcrest.africa with your order number.