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Returns Policy

NOTE on Pool Heaters: In addition to selling Pool Heaters across Australia, we install Pool Heaters / Pool Heat Pumps in the Sydney Metro. In any event, we will honour the manufacturer product warranties, but where we installed the product, we will come by to inspect, repair or replace the product as required.

Clarity Pool Management offers 60-day returns from the date of purchase. To be eligible for a return:

  • Item(s) have to be initiated for return and placed in the post within 60 days of the purchase date.
  • Item(s) must meet the manufacturer’s warranty requirements.

If you have incorrectly ordered or changed your mind about the products you have purchased, Clarity Pool Management will be pleased to offer you a store credit or refund for the unused and unopened items you return. However, any shipping fee that you paid for the original purchase is non-refundable.

Please note the following:

All items must be returned within 60 days from the date of invoice.

All items must meet the manufacturer’s warranty requirements. In some cases this may require the item be returned in its original packaging, unused, unopened, undamaged and free of any additional shipping labels or marks. In such instances, Clarity Pool Management may not accept resealed items and we also recommend using different external packaging for shipping to ensure goods returned are in good condition.

All incorrectly ordered or unwanted returns will incur a 10% restocking fee.

Returns that are due to ‘change of mind’ or ‘ordered the wrong product’ will incur a $15 return label fee, which will be deducted from your refund.

If these requirements are not satisfied, Clarity Pool Management reserves the right not to offer a credit or refund. All rejected returns will be held for 90 days. If no instruction is received within that time, the rejected item will be disposed of. There will be a shipping fee to return any rejected item back to you.

The following Bulky and oversized items cannot be returned due to change of mind. This includes but not limited to:

  • Pool Heater(s),
  • Pool Cleaner(s)
  • Pool Accessory(ies) 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

 

If an item within warranty is deemed faulty, you are entitled to a repair, replacement, credit or refund, at the discretion of the manufacturer and/or Clarity Pool Management. We reserve the right to decline a repair, replacement, credit or refund claim where any product fault is caused by:

  • Misuse, neglect and abnormal use or abuse
  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage to external or product packaging only.
  • Damage occurring during your own handling and transportation of goods.

Returns FAQ

How long do returns take to process?

Australia Returns can take up to 10 working days (excluding weekends & public holidays) to be sent back to us here at Clarity Pool Management. We will notify you by email once this has been processed. If you’ve returned numerous orders in one parcel, please allow extra time as we will have to locate the order and process manually.

 

Can I exchange my order?

Unfortunately, no. We do not accept exchanges. You are welcome to return your order for a refund or store credit and place a new order online.

 

How long do I have to return a product?

You have up to 60 days from the day the order was placed to register and return a purchased product (excluding non returnable items).

 

How much does it cost to return a product?

All products can be returned within 60 days of purchase for $15. This $15 return shipping label cost is deducted from the refund. If you wish to return an order that has lapsed outside of these return periods, you will be responsible for the postage costs of returning your product(s) to us. We recommend using a registered post service, as Clarity Pool Management will not be responsible for lost return articles.

Are shipping charges refunded?

All shipping charges and store credits are non refundable and non transferable as we do not get reimbursed from the carriers.

Lost or damaged returns

We are not responsible for lost or damaged returns or packages. It is the customers responsibility to follow all directions and ensure the return is safely packed – if the package is sent back to you with postage due it is the customers responsibility. Clarity Pool Management will not reimburse additional charges.

False claims

False claims regarding defective pieces will result in the piece being returned to the customer, at the customer’s expense.

 

I’ve received the wrong / faulty item

In the unlikely event you have received the wrong item, please contact us immediately with the following information:

Your order number

  • The name of the item you did not receive
  • The name of the item you received in its place
  • A photograph of the item you have received

 Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction. We have vendor processes we need to follow to ensure correct documentation for warranty claims.

Please note we need to follow these procedures.

All claims for parcels arriving damaged must be made within 7 days of the delivery date. Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified as quickly as possible.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

About Manufacturer Warranties

Most manufacturers offer an additional warranty period which covers merchandise defects. To determine warranty requirements for a specific item, please contact the manufacturer or contact us for assistance.

Please note warranty processing may take 1-3 weeks and will be subject to the individual manufacturer’s policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.

Damaged Products

Please let us know ASAP if any items on your order arrive damaged. Please keep all original shipping boxes and take pictures if possible. Damaged item claims are handled through the shipping carrier or the vendor if they have been packaged incorrectly. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!