Returns Policy - 30-day EASY Returns
If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer easy returns within 30 days of purchase. You can return your product for a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
● Discounted items are final and cannot be returned or exchanged
● Returned items must have tags still on and be returned in the original product packaging.
● Returned items must have no visible signs of wear or use
● Item(s) must be unused, in the original packaging and in resellable condition.
Some products cannot be returned due to change of mind for refund or exchange, these products are:
● Pool Cover(s), Pool Roller(s), Pool Heater(s), Filtration media (glass & sand) Mineral salts, Pool Slides, Heaters, Acoustic Boxes and other bulky/heavy products. My Online Pool Shop will accept returns inline with your consumer rights under ACL.
Any orders that were incorrectly purchased or are being returned due to “change of mind” will incur a flat $11.95 return shipping label fee that will be deducted from your refund (excluding bulky items). Your return will be processed within 10 business days of being received at My Online Pool Shop. Any initial shipping costs are not refunded.∙
Returns Policy for Faulty Items, Damaged in Transit Orders, or incorrect item received.
Customer satisfaction is important to us!
We take full responsibility for the safe arrival of the products that you order from us. We will replace at our expense for any product that arrives in not working condition, damaged during transit or is the incorrect product. Please follow the steps below.
Damaged or Faulty Items
If your order arrives damaged or faulty in any way please let us know ASAP by emailing customerservice@myonlinepoolshop.com.au .
● You must contact us within 7 days of the date the product was received for damaged or incorrect products received.
● Products damaged because of incorrect negligence or misuse will not be accepted.
● All components, accessories and packaging must be returned
● A copy of the original receipt must be included with the return.
Please send a photo of the item (especially if item is received in a damaged way) so we can follow this with the appropriate people and rectify the issue as soon as we can.
Incorrect Item Received
In the event you receive an incorrect item in your order please email us within 7 days of the date the product was received at customerservice@myonlinepoolshop.com.au so we can arrange the next steps. Please advise your name, address, item received incorrectly and item you ordered.
Do NOT send back the item unless you are advised by a customer service team member to do so at which time, we will send you a return label via email.
Additional Notes
● Orders placed using a discount code are eligible for store credit only
● Shipping charges are non refundable due to non reimbursement from carriers
● False claims will result in the items being returned a the customers expense
If you are unsure of anything please let us know!
We are not responsible for lost or damaged returns or packages. It is the customers responsibility to follow all directions and ensure the return is safely packed - if the package is sent back to you with postage due it is the customers responsibility. My Online Pool Shop will not reimburse additional charges.