Shipping, Returns & Warranty

Acceptance of this Policy 

Before completing payment, every customer must read and actively accept this Returns & Refund Policy by ticking the checkbox(es) presented at checkout. By placing an order with My Online Pool Shop, you confirm that: 

• you were shown, and had the opportunity to read, this Returns & Refund Policy before payment was taken; 
• you understand which products including robotic and electric pool cleaners, pool heaters, covers, rollers and other bulky/heavy items are excluded from change-of-mind returns;
•  you accept the re-stocking fee and return shipping fee that apply to change-of-mind returns. We record the date, time, IP address and exact wording you agreed to against your order number for our records.

Robotic & Electric Pool Cleaners 

Once a robotic or electric pool cleaner has been unboxed, connected to power, or placed in a pool, it cannot be returned for change of mind, perceived incompatibility with your pool, or because it did not meet expectations. This exclusion exists for hygiene and resale-value reasons and does not affect your rights under the Australian Consumer Law for items that are faulty or not as described.

At My Online Pool Shop, we aim to provide our customers with quality pool equipment, competitive pricing and reliable service. Please read our Shipping, Returns & Warranty Policy carefully before placing an order.

• Free Standard Shipping on orders over $150, Excluding remote areas & bulky items*
• $11.95 Standard Shipping for orders under $150.
• Bulky, oversized and remote-location deliveries may incur additional freight charges, calculated at checkout or quoted separately.

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 shipping fee are

WA: 6000-6999
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 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.

Delivery Timeframes

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.

Missing, Damaged or Delayed Deliveries

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.

Incorrect Delivery Addresses & Re-Delivery

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.

Bulky & Oversized Deliveries

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.

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.

Change-of-Mind Returns

30-Day Returns on Eligible Full-Priced Items:

My Online Pool Shop accepts change-of-mind returns on eligible full-priced products within 30 days of delivery, subject to the conditions outlined below.

All approved change-of-mind returns are eligible for store credit only. Refunds to the original payment method are not available for change-of-mind returns. Bulky and special order products will incur a re-stocking fee.

To qualify for a change-of-mind return:

• The return request must be submitted within 30 days of delivery.
• The item must be full-priced and eligible for return.
• The item must be unused, unopened and in its original packaging.
• All original accessories, manuals, components and packaging must be included.
• The product must be in its original, undamaged and resaleable condition.
• The return must be approved by My Online Pool Shop before the item is sent back.

My Online Pool Shop reserves the right to decline change-of-mind returns that do not meet these requirements.

These conditions do not apply where a customer is entitled to a remedy under Australian Consumer Law.

Products Excluded from Change-of-Mind Returns

Due to their size, weight, nature or specialised supply requirements, the following products are not eligible for change-of-mind returns included but not limited to:

• Pool covers and pool rollers
• Pool heaters, including heat pumps and gas heaters
• Filtration media, including sand and glass
• Mineral salts
• Pool slides and diving boards
• Acoustic boxes and pool equipment enclosures
• Bulky, oversized or heavy products identified as non-returnable before purchase
• Custom-made, special-order or made-to-measure products identified as non-returnable before purchase

Sale, Discounted & Promotional Items

All items purchased on sale, at a discounted price or as part of a special promotional offer are considered final sale for change-of-mind purposes.

These items are not eligible for change-of-mind returns, exchanges or store credits.

This exclusion does not affect any rights or remedies available under Australian Consumer Law.

Return Freight Costs

All freight costs associated with change-of-mind returns are the responsibility of the customer.

My Online Pool Shop does not provide free return shipping or prepaid return labels for change-of-mind returns.

Customers are responsible for arranging and paying for return freight using a suitable carrier.

We recommend using a tracked and insured freight service and ensuring that goods are securely packaged to prevent damage during transit.

Change-of-mind returns must arrive in their original, undamaged and resaleable condition to qualify for store credit.

Original delivery charges are non-refundable for change-of-mind returns.

Return Approval & Inspection

All change-of-mind returns must be approved by My Online Pool Shop before goods are returned.

Customers must contact hello@myonlinepoolshop.com.au within 30 days of delivery, providing their order number, product details and reason for return.

If approved, return instructions will be provided by email.

Once the returned goods have arrived, My Online Pool Shop will inspect the products to confirm that they meet our change-of-mind return requirements.

We aim to assess returned goods within 10 business days of receipt.

If the returned goods do not meet the eligibility requirements, the return may be declined. Customers will be contacted to discuss available options, including arranging return freight at their expense.

Store Credit

Following successful receipt, inspection and approval of an eligible change-of-mind return, My Online Pool Shop will issue a store credit.

The store credit will reflect the eligible product purchase price less the applicable  restocking fee.

Store credit will be provided electronically via email to the email address associated with the original order.

Store credit will not be issued before the returned goods have been received, inspected and approved.

Store credit is redeemable towards future purchases from My Online Pool Shop and is not exchangeable for cash.

These store-credit conditions apply only to voluntary change-of-mind returns and do not limit any refund entitlement under Australian Consumer Law.

Faulty, Damaged or Incorrect Products

My Online Pool Shop is committed to assisting customers with products that are faulty, damaged or incorrectly supplied.

If you believe your product is faulty, damaged or not as described, please contact us at hello@myonlinepoolshop.com.au with your order number, a description of the issue and photographs or videos where available.

We may request additional information or arrange an inspection or assessment to determine the nature of the issue.

Faulty Products

All products sold by My Online Pool Shop are subject to applicable consumer guarantees under Australian Consumer Law.

Where a product fails to meet a consumer guarantee, customers may be entitled to a repair, replacement or refund, depending on the circumstances and whether the failure is major or minor.

For a major failure, customers are generally entitled to choose between a refund and a replacement, subject to the provisions of Australian Consumer Law.

For a minor failure, My Online Pool Shop is entitled to provide an appropriate remedy within a reasonable time. If the issue cannot be remedied within a reasonable time, further remedies may be available under Australian Consumer Law.

Any applicable refund will be provided in accordance with Australian Consumer Law and will not be restricted to store credit.

The restocking fee does not apply to remedies required under Australian Consumer Law.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible.

We recommend retaining the original packaging and providing photographs of the damage, shipping label and packaging to assist with our investigation.

My Online Pool Shop will assess the circumstances and arrange an appropriate remedy where required under Australian Consumer Law.

Incorrect Items Supplied

If you receive an item different from what you ordered, please contact us as soon as possible with your order details.

Where My Online Pool Shop has supplied an incorrect product, we will arrange an appropriate resolution, including return freight where applicable, at no additional cost to the customer.

Please contact us before returning an incorrectly supplied item so that suitable arrangements can be made.