Refund policy

Last updated: 7/10/2025
Legal Entity: Pool & Spa World (ABN 68 282 187 801)
Postal Address: PO Box 471, Kings Meadows TAS 7249, Australia
Contact: info@poolandspaworldtas.com.au

Overview

Pool & Spa World is committed to providing quality products and excellent service.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If a product you purchase is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in accordance with the ACL.
This policy explains your rights and how we handle returns, exchanges, and refunds.

1 – Change of Mind Returns

We understand you may occasionally change your mind.
To request a change-of-mind return:

  • The item must be unused, unopened, and in original packaging.

  • You must contact us within 14 days of delivery to request authorisation.

  • Return freight costs are the responsibility of the customer.

Change-of-mind returns are not available on:

  • Spa chemicals, water treatments, or consumables once opened or used.

  • Electrical components or parts once installed.

  • Clearance or sale items.

  • Custom-ordered or special-order products (including spas, swim spas, and covers made to order).

Approved change-of-mind returns will be refunded to the original payment method less any shipping charges incurred.

2 – Damaged or Faulty Products

If an item arrives damaged or develops a fault within a reasonable period:

  1. Contact us promptly at info@poolandspaworldtas.com.au with your order number and photos showing the issue.

  2. We’ll assess the claim and, if required, arrange inspection, replacement, or return.

  3. If the product is confirmed faulty, Pool & Spa World will cover return shipping costs or provide a prepaid return label.

If the issue is found not to be a manufacturing fault (for example, damage caused by misuse, incorrect installation, or lack of maintenance), return freight and repair costs may be charged to the customer.

3 – Incorrect Items Received

If you receive an incorrect product, please notify us within 7 days of delivery.
We’ll arrange replacement or exchange at no cost to you.

4 – Australian Consumer Law Rights

Our goods and services come with guarantees that cannot be excluded under the ACL.
You are entitled to a replacement or refund for a major failure and to have the goods repaired or replaced if the failure is not major.
Nothing in this policy limits your statutory rights under the ACL.

5 – Returns Process

  1. Email info@poolandspaworldtas.com.au to request a Return Authorisation Number (RA#).

  2. Include: order number, item name, reason for return, and photos (if applicable).

  3. Once approved, you’ll receive return instructions.

  4. Package items securely; we recommend using a tracked service, as we can’t guarantee receipt without tracking.

Please do not return any product without prior approval.

6 – Refunds

Once a return is received and inspected:

  • You’ll receive an email confirming approval or rejection.

  • Approved refunds are processed to your original payment method within 5–10 business days.

  • Shipping charges are non-refundable, except where a product is confirmed faulty or incorrectly supplied.

7 – Large or Bulky Items (Spas, Swim Spas, Saunas & Gazebos)

For large products delivered via freight:

  • Please inspect goods upon delivery before signing.

  • Note any visible damage on the delivery docket and notify us immediately.

  • Claims for transport damage must be made within 24 hours of delivery.


8 – Non-Returnable Items

For health, safety, and quality reasons, the following items cannot be returned unless faulty:

  • Opened or used spa chemicals, sanitiser, test kits, or fragrances

  • Water-care consumables or perishable goods

  • Custom or special-order items

  • Gift cards

9 – Order Cancellations

Orders may be cancelled before dispatch by contacting us at info@poolandspaworldtas.com.au.
Once an order has been shipped, it is subject to the Returns Policy conditions above.

10 – Shipping Costs for Returns

  • If returning due to our error or a faulty item, we cover return freight.

  • For change-of-mind or incorrect-order returns, the customer pays return freight.

  • Shipping costs are non-refundable except where required by law.

11 – Contact Us

For all return, exchange, or warranty enquiries, please contact:
info@poolandspaworldtas.com.au
PO Box 471, Kings Meadows TAS 7249, Australia