We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Faulty Goods
If you receive a faulty item, we will ensure this is rectified as quickly as possible for you with a replacement. You can contact us at admin@poolassist.com.au.
Please provide details and a photo or video if possible.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Returns
All returned items are subject to a 20% restocking fee and our policy lasts 30 days from date of purchase which means you have 30 days after receiving your item to request a return.
Items sent back to us without first requesting a return will not be accepted.
Please see the details at the bottom on how to action a return.
You can always contact us for any return question at admin@poolassist.com.au.
Exceptions / non-returnable items
We 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 or gift cards.
Exchanges
We do not offer exchanges for change of mind but if you have a defective item or a warranty claim.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
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 refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
There are certain situations where refunds will not be granted:
- The item is not in its original condition
- The item is damaged due to misuse
- The item missing parts for reasons not due to our error
- The item is returned more than 30 days after delivery
- The item is not returned with the receipt
Steps for Returning a Product
To return a product simply follow the steps below:
- Submit your details by email to admin@poolassist.com.au to obtain a Return Number (RN). All RN are given by email for record tracking (not by phone). The details to submit in the email are: Name, Email Address, Phone number, Product Description, Order/ Invoice Number, Reason you want to return the item.
- Pack the product in the original packaging and include all of its components and accessories as well as a copy of the original receipt.
- Address the package as below:
Att: Returns (quote the RN)
Pool Assist
Unit 2, 106 Norma Road
Booragoon WA 6154
4. Ship the product to us using a shipping service with tracking
5. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days of receiving the return.
Shipping
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. Shipping costs are influenced by the size and weight of the product and your location.
If you receive a refund, the cost of return shipping will be deducted from your refund even is the item stated Free Shipping as shipping is an expense we have paid in providing the item to you.
If you are shipping an item to us, please use a trackable shipping service or purchase insurance to ensure we receive your return.
