Refund Policy

Effective: 30/05/2025

At Premium Pool Equipment, we take pride in supplying high-quality pool products backed by a service standard that’s transparent, fair, and customer-first. If something isn’t right with your order, we’re here to help — efficiently and professionally.

What Can Be Returned?

You may return most new, unused, and unopened items within 30 days of receiving your order if they meet the following conditions:

• Items must be in original, resaleable condition with all manuals and accessories
• Packaging must be undamaged and original
• Proof of purchase (invoice or order confirmation) must be provided
• You must obtain a Return Authorisation Number (RAN) from our team before returning any item

Returns sent without a valid RAN may not be accepted.

What Happens After Return Approval?

Once the returned item is received and inspected:

• We will issue a refund to your original payment method
• Or you may request a store credit for future use
• We aim to process all returns within 3–5 business days

Return Shipping Details

• Change-of-mind returns: You are responsible for return shipping costs
• Faulty, incorrect, or damaged items: We’ll provide a prepaid return label or reimburse reasonable return freight
• Bulky or oversized items: Special courier arrangements may be required – we’ll guide you through the process

Restocking Fees

In some cases — especially for large, custom, or special-order products — a restocking fee of up to 15% may apply. This will always be communicated clearly during the return approval process.

Restocking fees apply to change-of-mind returns only. We never charge a restocking fee, and never withhold your original delivery charge, on an item that is faulty, incorrect or damaged.

Items Not Eligible for Return

The exclusions below apply to change-of-mind returns.

To maintain health, safety, and product quality standards, we cannot accept returns on:

• Chemicals, pool salts, or water treatment consumables
• Custom-built equipment or made-to-measure covers
• Items that have been used, installed, or altered
• Clearance items marked as “Final Sale”
• Products returned outside the 30-day window

These conditions do not apply where an item is faulty, incorrect, damaged on arrival or otherwise fails a consumer guarantee. In those cases your rights below apply — whatever the item is, whatever it cost, and whenever the fault appears.

How to Lodge a Return (Step-by-Step)

1. Email us at admin@premiumpoolequipment.com with:
• Your order number
• The reason for return
• Clear photos if the item is faulty or damaged
2. We will issue a Return Authorisation Number (RAN) and provide shipping instructions
3. Securely pack the item and return it to the provided address
4. Once received, we will inspect the product and issue a refund or credit promptly

Our Promise — Hassle-Free Returns with Confidence

We know that buying pool equipment online can come with uncertainties. That’s why we’ve built a returns process designed to offer peace of mind — with transparency, professionalism, and fairness at the core.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These rights sit alongside the returns process above and apply regardless of any time limit, sale price or packaging condition.

If a product has a major failure — it is unsafe, significantly different from its description, or cannot be fixed within a reasonable time — you may choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss. If the failure is minor, we will repair or replace the item within a reasonable time at no cost to you.

Refunds are made to your original payment method unless we agree otherwise, and we do not reduce a refund to account for use you have had of the product. Where a faulty item is large, heavy or already installed, we arrange and pay for its return or collection. No refund is given if you have simply changed your mind.

Why Choose Premium Pool Equipment?

• WA-Based Business: Faster communication and support for West Coast customers
• Professional Support Team: Clear advice for all return and product-related questions
• Trusted Courier Partnerships: Secure and efficient freight solutions for all item sizes
• Return-Friendly Approach: We make the process as simple and stress-free as possible
• No Hidden Fine Print: Transparent return terms to build customer confidence