Refund policy

Refund and Returns Policy - Pool and Spa Direct

Our fault - Wrong items sent / supplied
If we by chance have sent the incorrect product, We will organise return freight at our expense. We will supply you with a Return Authority Number (RAN) and organise to post / email you a return shipping label.  We will then dispatch the correct goods ASAP if still required. If we have dispatched incorrectly and the goods are no longer required we will process the refund on the return receipt of the goods. 

Their Fault - Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Get in contact with us by email so we can supply you with a Return Authority Number (RAN) and organise to post / email you a return shipping label. We will then dispatch the replacement goods ASAP.

Your fault - Incorrect product order or change of mind
If a customer has ordered the incorrect product or changed their mind, Pool and Spa Direct will not be liable and no refunds will be made. We will however exchange the item with another stocked item of their choice as long as the item is in unused and is in it's original packaging. Please note that customers will be responsible for all postage and handling costs in this instance.

In the event that Pool and Spa Direct agrees to a refund any unwanted item, there will be a 30% restocking fee.

*Will only refund payments made without restocking fee if the order has not yet been dispatched for incorrectly ordered goods or change of mind*

The fine print - Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products such as special orders or items which are on sale. Please get in touch with us before you purchase if you have questions or concerns about your specific item.

*Unfortunately, we cannot accept returns on sale gift cards.*

Yes we can - Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any price difference between the item you had purchased and the new item will be charged or refunded at the time of processing. 

The process - Returns and conditions:

• You must contact us within 30 days of purchase to obtain RAN (Return Authority Number) in order to return the item.
• The returned item has to be in unused in its original condition and in original packaging.
• Shipping costs are not refundable.
• All items attract 30% restocking fee.*
• Customer is responsible for the return freight costs.*

To start a return, you can contact us at admin@poolandspadirect.com.au or call us on 1300 883 907 to obtain your RAN (Return Authority Number). 

If your return meets our refund conditions, we’ll supply you with an address label with our return address and RAN number. This Label is to be attached to the goods with the original invoice / docket and shipped at customers expense.  as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question on 1300 883 907 or email us at admin@poolandspadirect.com.au 

*Any items returned without a RAN number will be sent at owners risk, Pool and spa direct take no responsibility for any goods returned without a Return Authority Number (RAN)*

Product Warranty

As Pool and Spa Direct are a reseller only most of the items sold by us have a warranty provided by the manufacturer which passes on to the purchaser starting from the date of purchase. If the product supplied has a warranty we will facilitate the process for you once the warranty has been qualified.

Fault Finding:-

It is reasonable of us to ask for the customer to prove that they have tried to fix any issue with a product bought from Pool and Spa Direct prior to claiming a warranty.  Follow the fault finding guide in the user manual to help eliminate any installation or set up issues. 

Technical Products:-

Due to the technical nature of some of our items it may sometimes be best to get a local industry expert to inspect the item prior to contacting us to ascertain if the issue is site related or a product fault. 

Once the product has been inspected by professional and it is deemed to be a warranty issue with supporting proof,  it will be approved for either repair or replacement by Pool and Spa Direct or a suitable approve warranty agent of the manufacturer in the area. 

Pool and Spa Direct may on a case by case basis take on and carry out the warranty repair or replacement on behalf of the manufacturer under certain circumstances.
No labour charges for installation, removal or diagnostics incurred are covered by Pool and Spa Direct unless other wise stated on the individual product under this warranty.

All conditions regarding installation and qualifications required, and procedure for claims, as detailed under their section must be adhered to.

*All technical products may need to be returned to us or taken to a local authorised repair agent for warranty replacement or repair*

General Products:-

General products are non technical products witch if fail or are found to have a manufacture fault (not wear and tear) will usually be repaired or replaced depending on the product.  Some of these products may be shipped or posted directly from the manufacturer or direct from us like spare parts or items which are generally replaceable by the customer.  Other general products like accessories will usually be replaced and posted or shipped out by us directly. 

*Some general products may need to be returned to us or taken to a local authorised repair agent for warranty replacement or repair*

The Process:-

If after reading the instruction manual (if supplied), carrying out fault finding and having tried to fix any environmental or onsite issues with an industry professional,  you believe that there is still a warranty issue with an item you have purchased off us. It is now time to submit a warranty claim for us to investigate.

Claiming a warranty:-

All warranty claims are to be processed through our online warranty claim form found here.  Once filled out it is also required that an email is sent to admin@poolandspadirect.com.au with supporting documents of the claim.

See below...

Please provide us with the following information to help fast track your claim:-

• Send us an email outlining the issue in detail.
• Attach any photos or videos outlining the issue with the product.
• Attach any invoice or report from an industry professional
• Attach the proof of purchase

Not happy? - Dispute resolution
In the unlikely event that your are not satisfied with the product you have purchased from Pool and Spa Direct, you can contact us within 30 days to help provide a satisfactory solution. 

*If no satisfactory warranty solution is available within reason warranty you can return it to us within 30 days of the purchase date for refund or store credit.*

Refund Process
Once we have received the returned in good order and have checked the item your refund to be approved. Once approved, we will notify you by email and process either a refund of your payment, exchange or issue a store credit within 5 business days.