WE ENCOURAGE YOU TO CAREFULLY CONSIDER YOUR PURCHASE AND REACH OUT TO US WITH ANY QUESTIONS ABOUT A PRODUCT’S SUITABILITY BEFORE BUYING. OUR TEAM IS MORE THAN HAPPY TO ASSIST YOU IN FINDING THE BEST OPTION FOR YOUR NEEDS.
We take pride in offering high-quality products from trusted brands that stand behind their workmanship. We are confident you’ll be satisfied with your purchase. The products we supply are backed by comprehensive manufacturer warranties, ensuring reliable performance and ongoing support.
1. GENERAL TERMS
By purchasing from Pristine Pools WA, you agree to the following Purchase & Returns Policy, which is designed to comply with the Australian Consumer Law (ACL) in Western Australia. We aim to provide high-quality products and customer service while maintaining clear and fair policies regarding returns, refunds, and exchanges.
2. AUSTRALIAN CONSUMER LAW (ACL) & YOUR RIGHTS
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality but do not constitute a major failure.
In such cases, Pristine Pools WA will assist you in contacting the relevant manufacturer to facilitate any necessary repairs, replacements, or, where applicable, a refund, in line with the manufacturer’s warranty and consumer law obligations.
3. CHANGE OF MIND RETURNS
- We do not offer refunds for change of mind purchases.
- At our discretion, we may allow exchanges or store credit for unused, unopened products returned within 14 days of purchase (excluding shipping costs).
- The item must be in original packaging and in resalable condition.
- Return shipping costs for change-of-mind exchanges are the customer’s responsibility.
4. FAULTY, DEFECTIVE, OR INCORRECT ITEMS
If you receive a faulty, defective, or incorrect item, we will:
- Offer a repair, replacement, or refund, depending on the nature of the issue.
- Cover return shipping costs if the item is deemed faulty, defective, or incorrectly supplied.
- Require you to provide proof of purchase (receipt or order confirmation) and, where applicable, photos or videos of the issue before processing a claim.
5. WARRANTY CLAIMS
- Many products sold on our website come with manufacturer warranties.
- Warranty claims will be handled in accordance with the manufacturer’s policies.
- Customers may be required to deal directly with the manufacturer for warranty-related issues.
- Warranty does not cover damage caused by misuse, improper installation, or failure to follow product guidelines.
6. NON-RETURNABLE ITEMS
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or not as described:
- Pool chemicals
- Pool Tools
- Sanitization products
- Special order or clearance items
7. PROCESS FOR RETURNS & REFUNDS
- Contact us via admin@pristinepoolswa.com.au within 7 days of receiving your order.
- Provide proof of purchase and details of the issue.
- Await approval before returning any items. Unauthorized returns may not be accepted.
- If eligible, ship the item back to us (we will provide return instructions).
- Once received and inspected, we will process a refund, replacement, or repair accordingly.
8. REFUND PROCESSING
- Approved refunds will be processed via the original payment method within 5-10 business days.
- Shipping costs are non-refundable, except in cases of incorrect or faulty items.
9. LIABILITY LIMITATION
To the extent permitted by law, Pristine Pools WA is not liable for incidental, indirect, or consequential damages, including but not limited to:
- Damage caused by improper use, installation, or maintenance.
- Loss of income or business disruptions due to defective or delayed products.
- Third-party service failures (e.g., courier delays, manufacturer warranty processes, etc.).
10. CONTACT US
For any returns, warranty claims, or refund requests, please complete the below form:
We appreciate your business and will always strive to provide quality products and fair resolutions in compliance with WA Consumer Law.
