Shipping, Returns & Warranty
Shipping and delivery
● Free Standard Shipping on orders over $100, Excluding remote areas*
● $11.95 Standard Shipping for orders under $100
Free Standard Delivery excludes remote locations such as islands from the Australian mainland. Free standard shipping includes land transport only, any deliveries that require marine or aerial logistics is not included under the Free Shipping offering. Customers will be required to cover any additional delivery costs or you may be asked to collect your article from the nearest depot.
*Due to some regions of Australia being remote, we cannot ship to these locations for free of charge. If we can ship to them a cost will be calculated at checkout, if there is no shipping option at checkout our carriers cannot reach your location.
Current postcodes that are classified as remote which incur a small shipping fee are
WA: 6100-6999
TAS: 7100-7999
SA: 5100-5999
NT: 0800-0899
Once order is confirmed, delivery date or delivery address changes cannot be guaranteed. If you are not available to take delivery on the agreed delivery date, and a card is left and the item now collected within required time frame and is Returned to Sender (us) you will be required to pay a re-delivery fee of $11.95 to have the item resent, preferably to an address that can collect the order.
As we ship many bulky items directly from third party companies to save on shipping and maintain lower costs we will advise you of a tracking number and any details via email as soon as the item(s) are sent.
The delivery times provided by My Online Pool Shop and associated carriers are estimates only. My Online Pool Shop will not be held accountable for late deliveries or loss or damage relating to late deliveries. In the event that multiple items are ordered, part deliveries may be made where stock is not available. All reasonable attempts to notify you will be made using the details you provided. By agreeing to our terms and conditions you acknowledge all information set forth under our shipping pages.
Disputed non-deliveries need to be made within 20 days of shipping notification, as carriers cannot open investigations with items that have not been delivered past 20 days. As the customer you need to proactively contact us if your order has not been received 20 days after receiving the shipping notification to allow 30 days for an investigation if required.
After 30 days the customer assumes all responsibility for the order and we as the retailer consider the item delivered. After 30 days no reimbursement, refund or replacement will be sent due to a shipping dispute.
Disputed "damage in transit", "damaged on arrival" or "incorrect order received" orders need to be made within 24 hours of delivery with sufficient photo evidence Failure to do so will result in ownership of the product in its delivered form.
The shipping address for your order is shown in the checkout and on your order confirmation and shipping confirmation emails. In the event that an incorrect address was entered, address changes can only be made until the order begins processing. My Online Pool Shop cannot accommodate all address change requests.
My Online Pool Shop takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss or costs associated with redelivery or replacement due to user error.
Some international orders may incur a customs or import duty charge. My Online Pool Shop does not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office.
All charges are to be paid by the customer on delivery of order. Orders cannot be returned to the sender and My Online Pool Shop will never pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and My Online Pool Shop will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.
Orders that are obviously large, heavy and bulky will be sent on a pallet, and may require a forklift to unload, OR if a forklift is not available, hand unload will be required. This is the customer's responsibility entirely, and if delivery cannot be made to the address due to accessibility or unload reasons, it will be taken back to the depot for pick up from the customer or possible re-delivery. Please note that if there are additional charges for re-delivery etc this will be the responsibility of the customer.
Note - Bulky and oversized items cannot be returned due to change of mind. This includes but not limited to - Pool covers, rollers, heaters, filtration media (glass and sand), slides and diving boards. Bulky & Oversize Products - Items marked as "Bulky & Oversized" will incur a shipping charge at checkout calculated by your location.
Warranty Claims
Any warranty claims will need to be directed to the manufacturer of the product. Please refer to the warranty document or manual supplied with your item for warranty information, alternatively you can refer to the following links:
● Davey - https://www.daveywater.com/au/support/warranty
● Onga - https://www.onga.com.au/terms-of-use/
● Pentair - https://www.pentairpool.com.au/36/Terms-of-use
● Zodiac - https://www.zodiac.com.au/warranty-information
● Astral Pool - https://www.astralpool.com.au/warranty-information
● Madimack - https://www.madimack.com.au/service-request
● Daisy Pool Covers & Rollers https://www.daisy.com/warranty-information/
Important Notes
All products sold on My Online Pool Shop, as created by mutiple manufacturers incuding Astral Pool, Daisy, Zodiac, Maytronics and more, are designed to be used only in pools with water that has been balanced in line with the Australian Standard AS3633-1989. This refers to having a pH range of 7.0-7.8. Chlorine reading should not exceed 4ppm.
In the event that the pool has not been maintained within these standards and parameters, the manufacturer or supplier will not be held responsible for the damage caused to the product, including corrosion, scaling or stress loading.
Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (“Consumer Guarantees“). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
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.
Damaged or Faulty Items
If your order arrives damaged or faulty in any way please let us know ASAP by emailing hello@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 hello@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.