Refund policy

Effective Date: November 2024

At Pool Spa and Accessories, we are committed to ensuring your complete satisfaction with our products and services. If you are not entirely satisfied with your purchase, we're here to help.

Returns

• Return Period: You have 30 calendar days from the date of purchase to return an item.
• Eligibility Criteria:
• The item must be unused and in the same condition that you received it.
• The item must be in its original packaging with all accessories and manuals.
• You must provide the original receipt or proof of purchase.

Refunds

• Inspection: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
• Processing Time: Please allow up to 10 days for the refund to reflect in your account, depending on your payment provider's policies and/or payment method.

Exchanges

• We will replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us to arrange the exchange.

Shipping Costs

• Return Shipping: You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
• Faulty or Incorrect Items: If the return is due to an error on our part (e.g., you received an incorrect or defective item), we will cover the return shipping costs.

Exceptions

• Non-Returnable Items: Certain items are exempt from being returned, such as perishable goods, custom-made products, and items on clearance sale.
• Change of Mind Returns: Change of mind returns are not accepted. This includes incorrect selection, ordering the wrong size, colour, model, compatibility issues, or no longer requiring the product. All purchases should be reviewed carefully before confirming an order.
• Partial Refunds: In some cases, only partial refunds are granted if the item is not in its original condition or is damaged for reasons not due to our error.

Consumer Guarantees

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.
• Compensation for any other reasonably foreseeable loss or damage.
• Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How to Return an Item

1. Contact Us: Before returning an item, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number.
2. Packaging: Securely pack the item in its original packaging.
3. Include Documentation: Include the original receipt and any other relevant documentation.
4. Ship the Item: Send the package to the address provided by our customer service team.

Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us during business hours Monday to Friday.

Phone: (02) 4943 7311

Mail:
Attn: Privacy Policy
Pool Spa and Accessories
6 Pacific Highway
Gateshead, NSW, 2290
Australia

Email: sales@poolandspaaccessories.com.au