Our returns and refunds policy differs depending on the product type and how it was purchased. Please read the relevant section for your situation.
Our returns and refunds policy differs depending on the product type and how it was purchased. Please read the relevant section for your situation.
1. Overview
AquaVale sells two categories of products — pool equipment available for direct online purchase, and fibreglass pool and spa shells available following a consultation. The returns and cancellation terms for each are different and are set out below.
Regardless of product type, your rights under the Australian Consumer Law (ACL) always apply and cannot be excluded. See section 5 for details.
2. Pool equipment — online purchases
Change of mind
We do not offer refunds or returns for change of mind on pool equipment purchased online. Please review your order carefully before completing checkout.
Faulty or damaged items
If your equipment arrives faulty, damaged, or not as described, please contact us within 7 days of delivery. See section 4 for how we handle these claims.
Returns must be authorised by AquaVale before any item is sent back. Unauthorised returns will not be accepted and may be returned to sender at the customer’s cost.
3. Pool and spa shells — consultation-based orders
Change of mind
Because most pool and spa shell orders are placed following a consultation, we understand that circumstances can change. If you have had a consultation with our team and wish to cancel your order, please contact us as soon as possible.
Change of mind cancellations are assessed on a case-by-case basis, taking into account the stage of your order at the time of the request:
- Before production has commenced — we will do our best to accommodate a cancellation with a full or partial refund, depending on any costs already incurred
- Once production is underway — a cancellation fee will apply. Any deposit or partial payment already made may be retained to cover production and administrative costs incurred to that point
- Once the shell is complete or dispatched — cancellation may not be possible, or significant costs may apply
The earlier you contact us, the more options we have to find a fair outcome. If your circumstances have changed, don’t hesitate to get in touch — we’ll always try to work with you.
Faulty or damaged shells
If your shell arrives with damage or a defect, please document this at the time of delivery and contact us within 48 hours. Do not proceed with installation of a shell you believe to be faulty without first speaking with our team. See section 4 for how we handle these claims.
4. Faulty or damaged items
If a product you have received is faulty, damaged in transit, or not as described, please contact us with the following:
- Your order number or confirmation details
- A description of the issue
- Clear photographs showing the fault or damage
- For shells: photographs taken at the time of delivery, before unloading if possible
We will assess your claim promptly and, where valid, offer one of the following remedies depending on the nature and severity of the issue:
- Repair or rectification
- Replacement of the product or affected component
- A partial or full refund
We are not liable for damage caused by incorrect installation, misuse, modification, failure to follow manufacturer or product guidelines, or normal wear and tear.
5. Your rights under Australian Consumer Law
Our products 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 be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes, or modifies any right or guarantee you have under the ACL that cannot lawfully be excluded or modified.
6. How to make a claim
To initiate a return, refund, or cancellation request, please contact us directly. We aim to respond to all claims within 2 business days.
AquaVale
Email: [email protected]
Hours: Monday – Friday, 9:00 am – 5:00 pm AEST