Return Policy

1. Return Period

You can return items within 30 calendar days from the date of receipt. This period provides sufficient time to familiarize yourself with the product and make a decision regarding its compliance with your expectations.

For pool maintenance services, if you are not satisfied with the service provided, please contact us within 48 hours of the service being performed so we can address your concerns promptly.

2. Return Conditions

For a successful return of products, the item must meet the following requirements:

• Item must be in original packaging
• All labels and tags must be preserved
• Item must be unused and in sellable condition
• All components and accessories must be included
• Receipt or proof of purchase must be retained

For services, the following conditions apply for refund requests:

• The service must not have met our stated quality standards
• You must provide detailed information about the issue
• We must be given a reasonable opportunity to address the problem

3. Return Shipping Costs

Return shipping costs depend on the reason for return:

• Customer's responsibility: if the item doesn't fit, changed mind, or wrong selection
• Seller's responsibility: if the item is defective, damaged, or doesn't match the description

For on-site services, there are no shipping costs involved, but similar principles apply to service call charges for reassessment or correction work.

4. Return Process

To initiate a return for products, follow these steps:

1. Fill out the online return form on our website
2. Specify the order number and reason for return
3. Receive confirmation and shipping instructions
4. Pack the item according to the received instructions
5. Send the item to the specified address

To request a refund for services, please:

1. Contact our customer service team within 48 hours of service completion
2. Provide your service reference number and details of your concerns
3. Our technician will assess the situation and may schedule a follow-up visit
4. Based on the assessment, a refund decision will be made within 5 business days

5. Exceptions - Items Not Eligible for Return

The following categories of items are not eligible for return:

• Personal hygiene items (toothbrushes, cosmetics after opening packaging)
• Items on sale with appropriate marking
• Digital products (software, e-books, music)
• Custom-made items
• Perishable items (food products, chemicals already mixed for specific pool treatments)

The following service situations are not eligible for refund:

• Services requested and performed according to specifications, even if the result was not what you expected (e.g., requested chemical treatment that was properly performed but did not achieve desired results due to underlying pool conditions)
• Problems arising after our service due to external factors beyond our control (e.g., weather conditions, improper maintenance between service visits)
• Service issues not reported within the 48-hour window

6. General Legal Requirements

Under Australian Consumer Law, you have certain rights that cannot be excluded. Nothing in this policy limits those rights.

7. Cancellation Policy

Cancellation Timeframes

To receive a full refund, you must cancel your booking according to the following schedule:

• Standard services: Cancel at least 24 hours before the scheduled appointment
• Premium services: Cancel at least 48 hours before the scheduled appointment
• Group sessions: Cancel at least 72 hours before the scheduled session

Refund Structure

The amount of refund depends on when you cancel:

• Full refund (100%): Cancellation within the specified timeframe above
• Partial refund (50%): Cancellation less than the required notice period but more than 2 hours before service
• No refund (0%): Cancellation within 2 hours of service or "no-show" without cancellation

Cancellation Process

You can cancel your booking through the following methods:

1. Online account: Log into your personal account and select "Cancel Booking"
2. Phone: Call our customer service at +61 432 222 039 during business hours
3. Email: Send cancellation request to [email protected] with your booking reference
4. Cancellation form: Fill out the online cancellation form on our website

Refund Processing Time

• Cancellation confirmation: 2 hours
• Refund processing: 3-5 business days
• Credit to original payment method: 5-10 business days

Cancellation Exceptions

Special conditions apply in the following circumstances:

• Force majeure events: Full refund available regardless of timing (natural disasters, government restrictions, etc.)
• Medical emergencies: Full refund with appropriate documentation
• Service provider cancellation: Full refund plus compensation if applicable
• Non-refundable packages: Certain promotional packages and discounted services may be non-refundable (clearly marked at time of purchase)
• Membership services: Monthly memberships require 30-day cancellation notice

8. Refund Procedure

Refund Methods:

• To the bank card used for payment
• As store credit (at customer's request)

Refund Timeline:

• Processing return request: 2-3 business days
• Inspection of returned item: 3-5 business days
• Credit to card: 5-10 business days

For service refunds, the assessment and approval process typically takes 3-5 business days from the time we receive your request or complete any follow-up inspection.

Contact Us

If you have any questions regarding returns, cancellations, or refunds, please contact our customer support team:

• Email: [email protected]
• Phone: +61 432 222 039
• Address: Forest Lake QLD 4078, Australia

Our customer service team is available Monday-Friday 8:00 AM - 6:00 PM and Saturday 9:00 AM - 4:00 PM AEST.