Returns, Refunds & Exchange Policy

Effective Date: 11th August 2025
Last Updated: 11th August 2025

Overview

At Poolwise Padbury, we stand behind the quality of our products and want you to be completely satisfied with your purchase. This policy outlines our returns, refunds, and exchange procedures.

Returns & Refunds

Eligible Items

We accept returns for products that are:

  • In original, unused condition
  • In original packaging with all accessories and documentation
  • Free from water damage or chemical exposure
  • Returned within 30 days of purchase

Return Process

  1. Contact us within 30 days of purchase at 08 9403 6000 or info@poolwise.com.au
  2. If purchased online, obtain a Return Merchandise Authorization (RMA) number
  3. Package items securely in original packaging
  4. Include your RMA number and proof of purchase
  5. Ship to our returns address (provided with RMA)

Refund Timeline

  • Refunds will be processed within 5-7 business days after we receive and inspect your return
  • Refunds will be issued to the original payment method
  • Return shipping costs are the customer's responsibility unless the item was defective or incorrectly shipped

Exchanges

We offer exchanges for:

  • Defective products (manufacturer defects only)
  • Incorrectly shipped items
  • Size or specification changes (subject to availability)

Exchanges follow the same 30-day timeframe and condition requirements as returns.

Items We Cannot Accept

Due to the nature of pool maintenance and water chemistry, we cannot accept returns on:

Used Equipment

  • Any equipment that has been exposed to pool water, chemicals, or installed
  • Items showing signs of chemical exposure (discoloration, corrosion, or chemical odors)
  • Equipment affected by extreme pH conditions or high chlorine content

Health & Safety Concerns

  • Products that may have been exposed to algae, bacteria, or other pool contaminants
  • Items that could potentially spread waterborne pathogens between pool systems
  • Chemical products that have been opened or partially used

Non-Returnable Items

  • Special orders or custom-manufactured products
  • Clearance or final sale items
  • Digital products or software licenses
  • Items purchased more than 30 days ago

Warranty Claims

Manufacturer defects are covered under the manufacturer's warranty terms. We will assist in processing warranty claims for eligible products.

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately (within 48 hours of delivery)
  2. Provide photos of the damage/defect
  3. We will arrange return shipping at no cost to you
  4. Replacement or full refund will be provided

Restocking Fees

  • No restocking fees apply to standard returns in original condition
  • Custom orders cancelled after production begins may incur a 25% restocking fee

Contact Information

Returns Department:
Poolwise Padbury
Padbury Shopping Centre, Shop 14/75 Warburton Ave,
Padbury WA 6025
Phone: 08 9403 6000
Email: info@poolwise.com.au
Hours: Monday to Friday 9am to 5pm

Policy Changes

This policy may be updated periodically. Changes will be posted on our website and take effect immediately upon posting.

This policy complies with Australian Consumer Law and your statutory rights as a consumer are not affected by this policy.