Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase, but due to the nature of our products—and our great pricing—we must have specific rules to ensure safety, fairness, and compliance with industry standards. Please note, we are not a “Swap it and See” service. Items cannot be used for diagnostic purposes and then returned.

Warranty & Faulty or Damaged Items

For items that arrive damaged or for warranty-related claims, please refer to our Warranty Policy.

Change-of-Mind Returns

We cannot accept returns for change of mind on the following, as they are final-sale products:

  • Electrical components (such as circuit boards, controllers, fuses, heaters, sensors, transformers, touchpads, pumps), unless otherwise agreed to prior to purchase.
  • Used, installed, connected, or modified items.
  • Special items, Special Order, Final Sale, and Clearance items.

For all other standard items:

  • Returns must be requested within 30 days of delivery.
  • Items must be unused, in original condition, with all packaging intact. 
  • Proof of purchase is required.
  • All returns incur a 15% restocking fee, with up to an additional $22 shipping charge on orders that qualified for Free Shipping. This covers unavoidable costs such as merchant fees, postage, repackaging, inspection, administration, and necessary supplies.
  • Return shipping costs are the customer’s responsibility. If you request a return label for change-of-mind returns, the cost of the label will be deducted from your refund.

Important Notes

  • All return requests must be made via email or our online contact form.
  • We may be unable to process walk-in or phone-based returns immediately.
  • Unauthorised returns may be refused or returned to sender.
  • Items sent back without approval may not be processed.

How to Request a Return

To start a return, please email us at info@poolparts.com.au or use our contact form with:

  • Your order number
  • Photos (if applicable)
  • A clear description of the issue and reason for return

We will respond and, if it’s an approved return, please pack the item securely and send it back using a tracked & insured postal service. We are not responsible for parcels lost, undelivered, or items damaged in transit.

To Return an Item

Please ensure the item is securely packaged, with all original (OEM) packaging intact, and in resellable, as-new condition.

Send the item with tracking to the address below, and email us the tracking number once dispatched.

Return Address:
PoolParts.com.au – Returns
14 Iluka St
Safety Beach Vic 3936