Shipping & Returns

Secure Shipping

We use reputable couriers that provide a secure and reliable service across Australia.

Our couriers provide a tracking system so you can track your order.

We will take responsibility in the unlikely even that your order is damaged in transit.  

You have the option to specify where you would like your products left if you are not at the delivery address when delivered.  Some products cannot be left if you are not at the delivery address if the item is sent insured. 

If you do not specify an option a calling card will be left for further arrangements between the courier and yourself.  Please keep in mind, if you do choose for your order to be left and there is an issue such as it goes missing this is at your own risk.  

Correct delivery addresses must be entered at the time of ordering.  Should you enter the wrong address and re-delivery is required this is at your own expense.

 

$10 Flat Fee Shipping*

It doesn't matter how many products you order and where you are located Australia wide we charge a flat shipping fee of $10.00. This excludes any products that fall within large, heavy or bulky. 

Large, Bulky and Heavy Items
Large, bulky and heavy items that cannot be shipped with the daily courier will incur additional charges.  These are products such as (not limited) to heaters, filter media and sand filters.

Pool Covers and Rollers are considered bulky and have a slightly different flat charge rate.  

 

Hassle-free Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.  This applies if this was our mistake or your mistake.

Additional non-returnable items:
Gift cards
Special Orders

Our Mistake
If we have recommended a product to you and it is not suitable we offer a hassle-free exchange.

If the product you received is not the product you ordered or is defective we will cover the cost of returning the item.  

For defective goods and wrong products received please contact us immediately by email.  Email admin@poolshop.com.au

Your Mistake
If you no longer want your product due to change of mind a restocking fee of 20% applies or you may take a store credit to the same value.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

It is your responsibility to prepay any freight charges and insure the shipment or accept the risk of loss or damage during shipment.  

Completing Your Return
To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable).

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.

Any item that is returned more than 30 days after delivery will not be refunded unless agreed.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email or phone you 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 credit card or by the original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at admin@poolshop.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  Firstly Contact Us and we will advise you of the next steps. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

We'll match any price

We are extremely competitive and in the unlikely event that you come across a better price, we will BEAT IT

In order to beat the price, the product must be in stock and advise by email admin@poolshop.com.au who the Australian authorised pool competitor is.

 

Quick dispatching on orders

Orders will be dispatched daily Monday - Friday.  Your order will be dispatched same day if placed by 1.00pm (AEST).

Daisy Pool Covers and Rollers are manufactured and sent directly from the manufacturer.  Please allow 1-7 business days for delivery from time of order.  Tracking details will not be supplied as Daisy Pool products are sent directly from their factory.

Delays may incur during the pool industry's peak season.  The peak season begins in October and finishes in February.

Items that are not in stock will need to be ordered in from the manufacturer / supplier.  Please allow 3 business days for the items to be delivered to our warehouse before we send to you.

All orders received after 2.00pm (AEST), weekends and public holidays will be dispatched on the following business day.

We cannot guarantee nor provide exact delivery times.  For major capital cities we estimate 1-5 business days and for remote locations delivery may take longer. 

From time to time, delays may occur from our couriers that we have no control over.  

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