Returns Policy

If your order arrives and it is not right, we will fix it, NO NONSENSE, we promise. You must process your return via Mr Pool Man’s return portal. Your Return Number (eg. #BEF13E) MUST be visible on your Return Label or marked on the OUTSIDE of your return box/satchel. If your return number is not clearly visible, delays in processing your return will occur.

Australian customers are eligible for 60 day easy returns, All other countries will have to contact us with their order details to organise a return.

How to Submit a Return

Submit a return by using our Returns Center. This should take you 1 minute to complete!

  1. You will be prompted to enter your sales order number and email address. You must enter both exactly as they appear on your order confirmation that was emailed to you at time of purchase.
    - Please note this is not your eBay / Amazon order number, this is a Mr Pool Man Sales order number, the returns portal will not work with any other order number. If you cannot locate your order number please contact us.
  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.

 

Returns FAQ

Returns Policy (a.k.a. the fine print)

  • All Orders that were incorrectly purchased or “change of mind” will incur a flat $10 return shipping label fee that will be deducted from your refund.
  • Your return will be processed within 10 business 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
  • Pool Cover(s), Pool Roller(s) and Pool Heater(s) are not eligible for Returns or Refunds due to orders being of custom sizes. All Pool Cover(s) Pool Roller(s) and Pool Heater(s) sales are final unless standard warranty policies apply.
  • Items must be returned within 60 days from the day you've received your order, transit times are not included within this time.
  • Mr Pool Man currently does not offer exchanges, a refund against your original payment method will be processed upon receiving your return minus any return fees if applicable. If you require a different product, you'll need to place a new order via the website for this product.
  • Returned products must be unused and in original condition. Any items found to be in poor condition or missing components will not be accepted and returned back to you.
  • If you have purchased and used a product, we cannot accept a return because of a change of mind. eBay and online forums are excellent resources if you have a used item you do not want that can no longer be returned to Mr Pool Man. All items are thoroughly inspected before any action is taken.
  • Orders placed separately (unique reference numbers), must be returned separately. Combining orders being returned in one package will significantly slow down refund processing speed.
  • Any item being returned must be registered through our Returns Center. Following this process will ensure a resolution (refund) is processed as quickly as possible.
  • If returns are not raised through Returns Center processing refunds may take longer than 5 working days. Please keep a copy of any postage receipts and necessary tracking information as proof of return as you are responsible for the safe delivery back to Mr Pool Man of the item for processing.
  • If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.
  • All refunds will be returned via the payment method used at checkout. In the event that we're unable to refund directly to your account, we will contact you for other options.

How will I know my returns have been processed?

We will notify you by email once this has been processed. If your return is marked as delivered, sit tight, our returns team will get to it.

If you’ve returned numerous orders in one parcel, please allow extra time as we will have to locate the order and process manually.

How long does it usually take?

Australia Returns - Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) once received to be processed.

International Returns - Depending on the service used to return your item(s), it can take between 10 - 21 days (excluding weekends & public holidays) once received to be processed.

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.

How long do I have to return an item?

You have up to 60 days from the day of delivery to register and return an item (excluding Pool Covers, Rollers and Heaters).

How much does it cost to return an item?

All items can be returned within 60 days of purchase for $10 using our Returns Center. This $10 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, 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. Please contact us for further instructions.

Something's wrong with the Return Center

If you are having errors please be sure to check the following -

  1. Only Australian orders are eligible to use our Returns Center. If you are returning from an International location please contact us with your order details to organise a return.
  2. Ensure you are using your Mr Pool Man Sales order number. eBay, Amazon and other numbers will not work. Your sales order number was emailed to you when the order was placed.
  3. Ensure you are using the same email in the Returns Center as your original order as a different email will not allow it to process.

 

If you are still encountering problems please get in contact with us and we'll sort it out ASAP.

I'm an International Customer, how do I return?

Unfortunately we do not support International returns through our Return Center at this point in time.

We will have to manually process your returns.

Please contact us for return instructions.

Can I get a refund if I used a discount code?

Orders placed using a discount code are eligible for store credit only.

Are shipping charges refunded?

All shipping charges, gift cards, 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. Mr Pool Man 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 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. 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.

Warranty Procedures

Most manufacturers offer an additional warranty period which covers against 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 Items

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!

If anything is unclear or if you have a special circumstance, give us a shout! We can be reached by phone at 1300 511 901 or shoot us a message.

Ready to Start the returns process? Click the button below