Refund policy

If you are unhappy with your product, you may return it within 14 days of delivery.

If you have decided to return an item, please send us your order number and product details using the contact us form. We will respond quickly with the return instructions that you will need. No returns will be accepted unless authorised by us and you must comply with our return directions.

We can only accept returns for products that you bought directly from us through pooltools.com.au. For purchases made with any other retailer or distributor, please contact the relevant retailer or distributor.

Return conditions:

Return / Restocking Fee

NONE

Validity Period for Returns

Up to 14 days from the date you received your product, based on our tracking records.

Return Shipping Cost

You must pay the shipping cost of returning the goods to us.
Damage Fee*
 Damage fees (up to the price of the product) may apply if returned goods are missing parts or damaged.

Condition of Goods Eligible for Return

Products must be returned in the Original Packaging.

Products must be returned Completely Disassembled. We do not accept any partially assembled products.

No damaged or missing parts (including any replacement parts that you have received)

Returned product must be received into our warehouse within 14 days of our authorisation of their return

Parcels must be marked as “Returned Goods”

You must provide us with the tracking details for the returned goods within 7 days of initiating your return. 

Refund

Will be initiated within 14 working days after the returned product passes our inspection.

Will be processed via the same means of payment used for the initial transaction.

Any shipping costs paid by you when making your purchase will not be refunded. 

Products excluded from this policy and not eligible for return/refund if you have simply changed your mind 

The following items cannot be returned due to change of mind. This includes but not limited to:

  • Pool Chemicals & Treatments,
  • Spare Parts & Accessories.

Estimated shipping costs for returns originating from New South Sales, Victoria and South Australia will be around A$49; Northern Territory and Western Australia, around A$129 and Tasmania, around A$179.

Please follow our return instructions. You are responsible for ensuring that the returned product is properly packed and returned to the correct return address in good condition. We are not responsible for any items that are lost or damaged while in transit or rejected because it was sent to the wrong address.

For high value goods, we encourage you to pay for shipping insurance to safeguard against any loss or damage. You are responsible for any insurance claim filing with the carriers.

All refund amount and return decisions by Pool Tools are final. 

* Damage includes signs of wear and tear beyond what is necessary to establish the characteristics and functioning of the goods. We will assess the amount to be deducted from the refund amount based on the condition of the goods and returned parts and overall packaging at the time we receive the goods.

Warranty

If an item within warranty is deemed faulty, you are entitled to a repair, replacement, credit or refund, at the discretion of the manufacturer and/or Pool Tools. We reserve the right to decline a repair, replacement, credit or refund claim where any product fault is caused by:

  • Misuse, neglect and abnormal use or abuse

  • Normal wear and tear

  • Damage arising from improper assembly or modification

  • Damage to external or product packaging only.

  • Damage occurring during your own handling and transportation of goods.

Most manufacturers offer an additional warranty period which covers against merchandise defects. Warranty terms vary depending on the product. Please refer to the warranty details provided on each product page. If you need further clarification, you may contact the manufacturer directly or reach out to us for assistance.

Please note warranty processing may take 1 - 3 weeks and will be subject to the individual manufacturer's policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.