Refund policy
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to all products, including sale and clearance items. Nothing in this policy limits them.
Faulty or incorrect items
If an item is faulty, damaged, not as described or not what you ordered, contact us with your order number and photos. We'll arrange a repair, replacement or refund as required by law. We cover reasonable return shipping for faulty or incorrect items.
Change of mind
We're happy to accept change-of-mind returns on parts and accessories that are unused and in their original packaging, within 30 days of delivery.
- Return shipping is paid by you, and original shipping costs aren't refunded.
- A restocking fee may apply. It never applies to faulty items.
We don't accept change-of-mind returns on:
- pools, pool packages and clearance stock pools
- liners and items made or cut to your measurements
- items that have been installed, used or had water through them
- services that have already been performed (e.g. liner installation)
Cancelling an order
You can cancel before your order is dispatched. For pools and made-to-order items, part of the deposit may be kept to cover costs already incurred, depending on how far the order has progressed. We'll tell you the amount before you confirm.
How to request a return
Email store@pooldistributors.com.au with your order number, the item and the reason. Please don't send items back until we've confirmed the return and given you the return address.
Refunds
Approved refunds go back to your original payment method within 14-21 business days of approval, or of receiving the returned item if a return is required.