RETURNS

Because We Care

Unless otherwise stated, all products are sold under the manufacturer’s warranty and conditions from the date of purchase.

Replacement products or refund will be provided where:

  • The product is faulty or not of acceptable quality; or

  • The product is not fit for its intended purpose; or

  • The product does not match the sample or Aus Pool Supplies descriptions; or

  • The product was damaged during delivery; and

  • You can provide proof of purchase with the Aus Pool Supplies receipt

We understand that you might need to return something to us for a number of reasons. Please contact us before sending anything back.

 

Items must be returned to us via tracked postage or courier only once a Return Authorisation (RA) is supplied by us.

Without a verifiable tracking number, you accept full risk of the item not reaching us.  Returns not received by us will not qualify for replacement or refund.

1.   The item arrived damaged or not complete

  • All orders leave our warehouse in brand new, undamaged condition. If your item arrives damaged or not complete as per description advertised, we will gladly replace it for you (or if stocks are exhausted, offer an alternative or refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. 

  • All claims for damaged items must be made within 2 business days of receiving your order. It is important that you open your order as soon as you get it and notify us immediately if there is any damage.

  • Please take photographs of any damage and send them to us via info@auspoolsupplies.com.au before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.

  • You will be issued a RA which is required before sending the item back to us.

 

2.   The item is faulty

  • All our products sold are supplied with a 12 month Return to Base warranty (or manufacturer's warranty - whichever is greater), unless stated otherwise within the items description.

  • Should the item you receive be faulty in any way, please contact us via info@auspoolsupplies.com.au and we’ll make sure the correct process is followed so the issue can be addressed as quickly as possible for you.

  • You will be issued a RA (number which is required before sending the item back to us.

  • Each product we sell comes with automatic guarantees that cannot be excluded under Australian law.

  • Replacement product or refund will only be completed upon receipt and inspection of items that are deemed faulty or incorrectly supplied

  • Where a warranty fault has been recognised and accepted by us, shipping expenses will be refunded. 

 

3: Exchanges

Exchanges will only be provided on products that are clean, unused and in a saleable condition. This means that the product must be in its original packaging, including manuals and all accessories, and the product(s) is unopened, unused and in its original condition. All electrical components cannot be returned if packaging seal is broken.