Warranties & Returns — Pool Shop Australia

At Pool Shop Australia, we stock the best pool and spa brands available in Australia, and we stand behind the quality of everything we sell. If something doesn't go to plan, we're here to help make it right.

Returns & Refunds

If you need to return a product, please contact us within 14 days of receiving your order to begin the process. To be eligible for a return, all of the following conditions must be met:

• The return must be requested within 14 days of receiving your order
• The item must be in its original, unused condition with all original packaging and components included
• Items that have been installed are considered used and are not eligible for return
• The item must not show signs of damage from misuse, improper handling, or poor storage
• A valid proof of purchase (receipt or order confirmation) must be provided
• To initiate a return, email us at support@poolshop.com.au with your order number and the reason for return. We'll respond within 1–2 business days with next steps.
• Once we receive and inspect the returned item, refunds are typically processed within 5–7 business days to your original payment method. Unless the item is faulty or sent in error, return shipping is the customer's responsibility.
  

Warranty Claims

All products include the manufacturer's warranty. Indicative warranty periods by product type:

• Robotic pool cleaners: typically 2–3 years (varies by brand and model)
• Pool pumps: typically 1–3 years depending on model
• Salt chlorinators: typically 1–2 years on the unit, separate cell warranty
• Pool heaters: typically 1–2 years on parts and labour

To lodge a warranty claim, email support@poolshop.com.au with: your order number, a description of the fault, and photos or video where applicable. We liaise directly with the manufacturer on your behalf. Most claims are assessed within 5–10 business days.
Warranties do not cover damage caused by improper installation, misuse, chemical damage, normal wear and tear, or failure to follow manufacturer instructions.

Your Rights Under Australian Consumer Law

In addition to our store policy, your purchase is protected under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. Nothing in our returns policy limits or excludes your statutory rights under the ACL.

Need Help?

• Phone: (02) 9137 8914
• Email: support@poolshop.com.au
• Contact form: poolshop.com.au/pages/contact-us