Refund policy

Pool Safety Warehouse — Refund & Return Policy

At Pool Safety Warehouse, we want to help you pass your pool safety inspection with zero hassle. We understand that measuring up for compliance can be tricky, so we keep our return process as simple and transparent as possible.

1. 30-Day "Wrong Size" Exchange Policy (Change of Mind)

We want you to get your compliance certificate! If you purchase a standard, pre-made product and realise it’s the wrong size for your setup, we will happily accept a return or exchange within 30 days of delivery, subject to the following conditions:

  • Original Condition: The item must be completely unused, undamaged, and in its original packaging with all protective plastic film intact. We cannot accept returns on plastic panels if the protective film has been peeled off, as the surface can scratch and the item cannot be resold.

  • Return Shipping: The buyer is responsible for the return shipping costs. We highly recommend using a tracked service with protective packaging, as we cannot refund items that are damaged in transit back to us.

2. Damaged in Transit (Our Guarantee)

Plastic can be fragile during transport, but we’ve got you covered. If your order arrives cracked, broken, or damaged by the courier:

  • Report within 48 Hours: Please email us at info@poolsafetywarehouse.com.au within 48 hours of delivery.

  • Provide Photos: Include clear photos of the damaged item and the packaging it arrived in.

  • The Resolution: Once verified, we will dispatch a replacement immediately at absolutely zero cost to you.

3. Faulty or Non-Compliant Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure.

  • If an item has a manufacturing defect (e.g., a failed weld or incorrect fabrication angle), we will cover all return shipping costs and provide a full refund or replacement.

  • Please note: Standard wear-and-tear, physical abuse (such as impact damage from lawnmowers or pets), or damage caused by incorrect DIY installation (like cracking the plastic while drilling your own holes) are not covered under warranty.

4. Custom-Cut or Bespoke Items

  • No Returns on Custom Orders: If we custom-cut or fabricate a specific size panel or barrier for you, these orders cannot be returned or refunded for change of mind or incorrect ordering. Please double-check your measurements carefully before completing your purchase.

How to Start a Return

  1. Email our team at info@poolsafetywarehouse.com.au with your Order Number and the reason for your return.

  2. Our team will review your request within 24 business hours and provide you with a Return Authorisation and the correct warehouse delivery address.

  3. Package your item securely (using the original box and bubble wrap if possible) and ship it back to us.