Refund policy

Refund and Returns Policy

Your rights under Australian Consumer Law

Our products come with guarantees that can't be excluded under the Australian Consumer Law. If there is a major failure, you can choose a replacement or a refund, and you can also claim compensation for any other loss or damage you could reasonably have expected. If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time. Nothing in this policy limits these rights.

Faulty, damaged or incorrect items

Please check your bundle (pool, pump and sand filter, plus a ladder with 3m, 4m and 6m pools; the 2m is step-in with no ladder) when you collect it or when it is delivered. If anything is faulty, damaged or not what you ordered, email info@chemexpools.com.au with your order number, a description of the problem and photos or video. We will assess it and arrange a repair, replacement or refund as required by law. If an item is faulty, we cover reasonable return or collection costs.

Manufacturer warranty

Each pool comes with a 1-year manufacturer warranty and includes a repair kit. The warranty runs alongside your Australian Consumer Law rights and does not replace them. To make a claim, contact us with proof of purchase, photos or video of the issue and any serial or batch number. The warranty may not cover damage from misuse, incorrect setup, punctures from sharp objects, poor water chemistry, unsuitable ground, modification or failure to follow the instructions.

Change of mind

We are not required to give refunds for change of mind, but we offer this: - Request a return within 14 days of collection or delivery. - Items must be unused, not inflated or filled, complete, and in the original packaging, with proof of purchase. - You pay the cost of returning the goods to 116 Edith St, Innisfail (or we can collect from within our delivery area for the $499 delivery fee). - Delivery fees are not refunded. - Once we receive and inspect the goods, we will refund the purchase price to your original payment method.

Payment

Pre-orders are paid in full when you order.

If we can't supply or stock is badly delayed

If we can't supply your order, or the expected arrival date (mid-December) is significantly delayed, we will let you know and you may cancel for a full refund. This is in addition to your rights under the Australian Consumer Law.

Change-of-mind cancellations

If you change your mind and cancel after ordering but before collection or delivery, we will refund your full payment less any reasonable costs we have already incurred for your order (for example, payment processing fees). We will tell you what these costs are before deducting them.