We want you to be happy with what you buy from Sydney Pool & Equipment Service. This policy explains what to do if something is faulty, damaged, wrong, or simply not what you need.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

If your item arrives damaged, develops a fault, or isn't what you ordered:

1. Contact us as soon as possible on 0440 138 135 or at info@sydneypoolequipment.com.au with your order number, a description of the problem, and photos or a short video if possible.
2. We'll tell you how to return the item, or arrange to inspect it if you're in our Sydney service area.
3. Once the fault is confirmed, we'll repair, replace or refund the item in line with the Australian Consumer Law. We cover the return shipping cost for faulty, damaged or incorrect items.

Some faults are best handled under the manufacturer's warranty. See our Warranty page, but you are always welcome to contact us first and we'll manage it for you.

Change of mind

If you change your mind, you can return an item within 30 days of delivery, provided:

• it is unused, has not been installed or placed in a pool, and is in its original, undamaged packaging with all accessories and paperwork;
• you contact us first to arrange the return. Items sent back without contacting us may be delayed.

For change-of-mind returns, return shipping is at your cost and your original shipping charge is not refunded. Once we receive the item and confirm its condition, we refund the purchase price to your original payment method.

We can't accept change-of-mind returns for items that have been used, installed, or made or ordered specially for you.

Refunds

• Refunds go to the original payment method, including card, Apple Pay, Google Pay or Afterpay.
• We process approved refunds within 5 business days. Your bank or Afterpay may take a few more days to show the credit.
• For Afterpay orders, refunds are applied to your Afterpay account and your instalments are adjusted.

Cancelling an order

If your order hasn't been dispatched yet, contact us and we'll cancel it and refund you in full.

Contact

Sydney Pool & Equipment Service
235 Ray Road, Epping NSW 2121
Phone: 0440 138 135
Email: info@sydneypoolequipment.com.au