FAQ

 

What Is Your Returns Policy?

60 DAY EASY RETURNS*

Worried about purchasing online? Not a problem!

Mr Pool Man offers easy returns for standard domestic orders, so ordering is risk free.

Simply return any unwanted items in the condition you received them by using our Returns Center (located on our Returns page, which you can locate by clicking on our Returns tab or "Returns" in the footer of this page under "Information") and we will gladly refund them.

Returns Policy*

- All products - 60 Days to refund
- All returns made using our Returns Center incur a $10 return shipping label fee which is deducted from the refund
- Any initial shipping costs are not refunded
- Orders placed using a discount code are eligible for store credit only

What is your warranty policy?

Mr Pool Man offers a range of warranties dependent on product, brand and manufacturer, these warranties are applicable on all products from the date of purchase against manufacturing defects. Our warranty policy does not cover reasonable wear and tear or misuse of products, however, we use consideration when dealing with warranties, so if you’re not sure, get in touch via contacting us with your order details

Each manufacturer may have different warranty periods or service standards for faulty items. Mr Pool Man works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty. We do our best to ensure all warranty issues are resolved

How do I return an item?

1. Submit a return by using our Returns Center (located on our Returns page, which you can locate by clicking on our Returns tab or "Returns" in the footer of this page under "Information"). You will be prompted to enter your order number and email address. You must enter both exactly as they appear on your order confirmation.
2. You will then select what item(s) you are returning and the reason why
3. You'll then be prompted to download your label which will be sent to your email. Simply print it out and attach it to your parcel and take it to your nearest Australia Post

- All returns made using the Returns Center incur a $10 return shipping label fee that will be deducted from your refund
- We can then track the return from the moment you send it, right up to when it arrives back with Mr Pool Man
- Your return will be processed within 10 days of being delivered at Mr Pool Man
- Any initial shipping costs are not refunded
- Orders placed using a discount code are eligible for store credit only
- If you are returning an order that is outside of the 60 day easy returns window, please contact us with your order details
- If you are returning an order due to a fault, warranty claim or incorrect order being received, please contact us with your order details

I've deleted the email that had my invoice in it, 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 your return has been delivered, it may take up to 10 working days to action your refund. If 10 working days have passed and you’ve received no refund notification, get in touch.

If you’ve returned two orders in one parcel, please allow an extra 10 working days for the second return to be processed.

Do you pay for my return shipping?

All items can be returned within 60 days of purchase using our Returns Center, a $10 freturn label shipping fee will be deducted from your refund when using the Returns Center.

If you wish to return an order that has lapsed outside of these return periods, lease contact us for further instructions

You, the customer, will be responsible for the way of postage and postage costs of returning your items to us. We recommend using a registered post service, as Mr Pool Man will not be responsible for lost return articles

If you are returning an order due to a fault, warranty claim or incorrect order being received, please contact us with your order details for further instructions

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 with your order details

I've received a faulty item, what do I do?

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

- Your order number
- Which item is damaged
- A description
- Photographic evidence

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

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

I've received the wrong item, what do I do?

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 it's 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.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item

Can I exchange my order?

We’re sorry, but at this time, we do not accept exchanges. You are welcome to return your order for a refund or store credit and place a new order online