Refund Policy

Faulty Product Returns

At Pool Builders Pool Shop, our aim is to provide you with products of the highest standard and quality. If you receive a product that does not meet that standard or quality, please contact our Customer Service Team as soon as possible so we can assist you with the return process to resolve the issue as soon as possible. To assist the return process, you may be required to send us images of the damage, defect or fault for us to complete a preliminary assessment. You may also get asked to provide further information to support your claim and for us with the evaluation of the claim.

If the product is confirmed to have a default or be faulty, we will provide you with a replacement or refund under the Australian Consumer Law. This decision will also depend on whether the fault or defect is deemed minor or major as per the ACCC.

If you are to receive a refund, you will be refunded the price of the product to your original method (e.g. PayPal). If the product is not deemed to have a defect or deemed out of warranty, we will contact you to establish what you would like to do with the product. If you wish to have the product returned to yourself, this will be done at your own expense.

It does not constitute as a defect if, in our opinion and that of the manufacturer, a product has become of unacceptable quality following the sale due to fair wear and tear, misuse, failure to follow the manufacturers specifications, using it in an unusual way or failure to take reasonable care.

Change Of Mind Refunds

At Pool Builders Pool Shop we follow all guidelines as set out per the ACCC – this includes requesting a refund due to a change of mind. Where there is no fault or defect and simply you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it, you are not entitled to a refund as set out in the Consumer Guarantee.


All our items are shipped from our Head Office in Annerley, QLD.

We aim to deliver products to you at the place of delivery requested by you in the time indicated by us at the time of your order, but we can not guarantee firm delivery dates and times.

We will however let you know if we expect not to be able to meet our estimated delivery date or time, but to the extent permitted by law, we will not be liable to you for any losses, liabilities, costs, damages charges or expenses arising out of a late or delayed delivery.

We will aim to leave the order at your address advised by you at the time of purchase. The day prior we will SMS you a window of delivery being either AM or PM.

By default, you provide authority for us to leave the purchased items at the address specified. If the delivery driver deems the area unsafe at their discretion, your order will be redelivered in the next delivery run (where available) or returned for collection at our Head Office. If delivery or collection is delayed through unreasonable refusal to accept delivery or if you do not within two weeks of our first attempt to deliver or collect your product, then we may do either of the following or both:

  1. Charge you for reasonable storage fees and additional costs incurred by us; or
  2. No longer make the product available for delivery or collection and notify you were are cancelling the applicable order, in which case you will be refunded as per our returns policy, less our reasonable administration charges (including for attempting to deliver and then return the product, and any storage fees and costs provided for the above).

If deemed safe to leave your purchased goods at the discretion of our delivery courier, photos will be taken and uploaded to your file as proof of delivery if you are not home to be in receipt of the delivery. Once delivered and photos are taken, the responsibility and onus is on you the consumer and we will not be liable for loss or destruction of the product.

You must take care when opening the product so as not to damage it, particularly when using sharp objects.