Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at admin@poolsonline.com.au. Please note that returns will need to be sent to the following address: 4/110 Indian Dr, Keysborough 3173

If your return is accepted, you can then send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@poolsonline.com.au.

Although we have likely subsidsed the original shipping fee, you are liable for all return shipping fees. Please note that most shipping costs exceed the original falt rate shipping fee we charge.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like special order items (such as made to order, or shipped direct from our suppliers), perishable/consubable goods (such as skimmer socks), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items, clearance items, or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item. However we can process an exchange for you and depending on the appropriateness of the exchange, we may at our discretion, choose to void the restocking fee.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
Please note for items that are a 'change of mind', or incorrectly chosen, a restocking fee of 15% will apply. This covers costing including our subsidised shipping and additional handling charges.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve processed your return, please contact us at admin@poolsonline.com.au.