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.

 

🚫 Items Not Eligible for Return

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

 

📝 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.

 

💎 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