Returns & Warranty
What Is Your Returns Policy?
MrPoolMan.com.au is committed to customer satisfaction - we aim to make all aspects of ordering as hassle free as possible, especially returns. If you are unhappy for any reason you may return the item within 30 days of receipt for an 80% refund of the order total minus any extra shopping costs incurred (such as express shipping). The item must be returned unused and in the original packaging. You will be responsible for shipping costs including the original postage charge even if your item was “Free Postage” (which is the 20% re stocking fee). Please choose carefully. We do not give full refunds if you simply change your mind or make a wrong decision.
Mr Pool Man does not offer exchanges in any way, shape or form. Your item in need must be puchased in a completely new transaction.
If the product being returned is either an incorrect order or change of mind by the customer, Mr Pool Man will issue the customer with an 80% refund of the total purchase price of the single item (exluding delivery/shipping costs) due to a 20% restocking fee.
Customer must contact Mr Pool Man customer service in order to obtain an RMA (Return Merchandise Authorisation) number to include with their item being returned, before returning their item. If the customer does not follow this procedure and does not obtain and clearly mark the box/satchel with their RMA, Mr Pool Man is not responsible for the items delay in being processed once received.
Free returns are offered to orders which are damged or the incorrect item has been received only. If in any circumstance you pay for return shipping Mr Pool Man will not reimburse postage costs. One return label will be issued via PDF email attached if Mr Pool Man is paying for the return postage.
Returns must be in as new condition with tags attached unless faulty. We recommend sending returns via registered post as we do not accept responsibility for lost items. Gift cards and promo codes cannot be applied to exchanges. Returns must be made within the timeframe listed on the returns page unless faulty. Should your item in need request be unavailable a refund will be provided. Mr Pool Man does not accept cash as a form of payment and takes no responsibility for cash sent via post.
Any items returned outside of this period (unless faulty) or items returned damaged or soiled (unless faulty) will be the responsibility of the customer to retrieve. Mr Pool Man will not pay to return these items to you.
Upon return of faulty goods, our returns department will assess and forward on to the manufacturer. If the item is being repaired, we will inform by email the RA number and estimated date of completion. The repaired item will then be posted back to you free of charge. If the item is being refunded, we will process this as usual, ensuring to have your refund as quickly as possible after assessment.
What is your warranty policy?
Mr Pool Man offer a warranty on all items sold which will be the manufacturer’s warranty. We are unable to give a warranty on damaged or misused goods. Please read installation and warranty literature prior to the use of new equipment where applicable. Failure to do this may void warranties in some circumstances.
The warranty will not cover products that have been previously been repaired or altered by others, damaged due to misuse, accidental damage or improper maintenance. The person submitting the warranty must be the original purchaser and be able to provide a copy of the original tax invoice. Mr Pool Man will cover the postage costs however the buyer must contact Mr Pool Man first to try to resolve the issue by phone or email and received authorisation from us before returning the item. Mr Pool Man will not cover postage costs should an item be returned to us without prior authorisation or the item is returned and deemed not faulty.
If the product/s are deemed faulty or defective Mr Pool Man will either 1. Repair the product using new or re-furbished parts of an equivalent standard, 2. Exchange the product with a product of similar condition, performance and reliability of the original or 3. Refund the purchase price of the product. Where the product was sold as a package or as part of a kit we will only fulfil the warranty obligation on the defective product.
We may run through some standard questions and ask you to perform a few tests before returning the item. This is to ensure that the item is indeed faulty. Once we receive the item we will test it ourselves and ensure that it is faulty and if so will offer you a full refund or replacement. We will of course also refund your return postage. If we find the product works fine, we will not approve a replacement or refund, and will return it to you at your cost.
How do I return an item?
If for any reason you would like to return your product to us please follow the simple steps below:
1. Contact our Customer Service team via phone or email to obtain an RMA (Return Merchandise Authoristion) number for your returning item. We must create an RMA for you in our system so that we know the procedure to follow for your partricular situation once your item arrives instore.
2. Once you have been issued with an RMA number (which you must include on the box/satchel of the returning item) you will be instructed to attend your local Post Office and send your return item to:
Mr Pool Man Returns Department
3/5 Brooks Avenue
Wyoming, NSW 2250
We strongly suggest insured registered post as MrPoolMan.com.au is not liable for lost return parcels.
3. Once we receive your item back instore, you will receive email notification once your refund has been processed via the method the original payment was made.
I have deleted my electronical Invoice. What do I do?
Just message our friendly customer service team, and we will be able to re-send it to you.
What happens to my return when it reaches Mr Pool Man?
Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your refund as quickly as possible. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.
Refunds for credit card payments will be automatically issued to your bank account, please allow 2-5 business days for the refund to show in your account due to bank processing time. Our customer service team may contact you in regards to your supplied credentials for the refund.
Refunds for PayPal payments will be issued back to your PayPal account within 24 Hours of your email confirmation of return.
Refunds for Bank Deposit payments will be issued upon confirmation of your bank details. A member of our Customer Service team will email you requesting your bank details and process them within 24 hours.
In the unlikely event that you do not receive an email from us within 10 days of posting your order back to us, please contact our Customer Service Department and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.
Do you pay for my return shipping?
If the returned item was what you ordered but you changed your mind or made a wrong decision, Mr Pool Man will not pay for your return shipping. Customers that did not qualify for free returns will need to attend an Australia Post location to return their goods. We will however cover the cost of shipping the new item in need in the new transaction to you via Standard Post (Express Post extra).
Free returns are offered to orders which are damaged or the incorrect item has been received only. If in any circumstance you pay for return shipping Mr Pool Man will not reimburse postage costs. One return label will be issued via PDF email attached if Mr Pool Man is paying for the return postage.
Returns must be in as new condition with tags attached unless faulty. We recommend sending returns via registered post as we do not accept responsibility for lost items. Returns must be made within the 30 day timeframe unless faulty.
Where do I ship my return?
Address the return yourself and send the item to:
Mr Pool Man Returns Department
3/5 Brooks Avenue
Wyoming, NSW 2250
I returned an item and it was incorrectly processed?
We are very sorry if your request was not met. If you were expecting a refund and your request was not met, please contact our Customer Service Department.
Can I return items that we purchased as a gift?
Yes though the same regulations apply as to whether it was a gift or personal choice. If the return is due to a wrong decision or change of mind, Mr Pool man will only issue an 80% refund due to a 20% restocking fee.