Pool Express - Returns and Refunds

Should your goods arrive in a damaged condition, please contact us at your first opportunity. We will then arrange for collection of the damaged goods and dispatch of replacements.

Please keep in mind – Many of our products are Custom Made for each client – according to their size selections – If your selections do not meet your needs, we cannot automatically accept returns of these such custom prepared products.

Fair Trading obligations notwithstanding, we do not automatically permit clients to return products for refund (either for original purchase price or for store credit).

Hence we advise clients to choose their purchases with care, as we cannot provide refunds in cases where clients simply change their minds.

We may at our discretion permit certain returns, but only upon application by clients. Pre-approval of such return must be expressly approved by Pool Express beforehand.

Clients must not simply send back purchased items. Items returned without pre-approval will not be considered for purposes of refund.

Application for pre-approval of return should be made to admin@poolexpress.com.au. Please include the original order number and reason for requesting a return.

Once a item return is pre-approved, we will provide the client specific instructions regarding return shipping method, return address and package identification (referencing).

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. Once your return is received and inspected, we will send you an email 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 original method of payment, within a certain amount of days.