Refund Policy

At iPOOLGO Australia, we want you to be confident when purchasing from us. This policy explains our change-of-mind return process and your rights when a product is faulty, damaged, incorrect or does not meet the consumer guarantees under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law. Consumer guarantees apply automatically and may continue for a reasonable period depending on the product, regardless of any separate manufacturer’s warranty.

1. Change-of-Mind Returns

We offer a 30-day change-of-mind return period.

You have 30 calendar days from the date your order is delivered to request a return.

To qualify for a change-of-mind return, the product must:

be unused and uninstalled;
be in its original condition;
include all components, accessories, manuals and fittings;
be returned in its original packaging;
show no signs of inflation, filling, assembly, installation or water exposure; and
be accompanied by your receipt or other proof of purchase.

For hygiene, safety and product-integrity reasons, pools that have been inflated, filled with water, installed or used cannot generally be returned for change of mind.

We may ask you to provide photographs of the product and packaging before approving the return.

2. Requesting a Return

Before sending a product back, contact:

Email: [insert customer-service email]

Please provide:

your name;
order number;
the product you wish to return;
the reason for the return; and
photographs of the product and packaging where requested.

Returns must be approved before being sent.

Products returned without prior approval may be refused or returned to the sender.

Approved returns must be sent to:

iPOOLGO Australia
[Insert return address]
[Suburb, State, Postcode]

Do not send products to the manufacturer or another address unless we provide written instructions.

3. Return Freight for Change-of-Mind Returns

You are responsible for arranging and paying the return freight for an approved change-of-mind return.

Because many iPOOLGO products are large and bulky, return freight costs may be significant. We recommend obtaining freight costs before deciding to return your order.

The product remains your responsibility while in transit back to us. We recommend using a tracked and insured freight service.

Original delivery charges are not refundable for change-of-mind returns unless required by law.

Any freight, redelivery or collection costs we incur because of an incorrect address, refused delivery or uncollected shipment may be deducted from the refund where lawful and reasonably incurred.

4. Inspection of Returned Products

All returned products will be inspected after arrival.

A change-of-mind return may be declined, or the refund reasonably reduced, where the product:

has been used, inflated, filled or installed;
is damaged after delivery;
is dirty, wet or contaminated;
is missing parts or accessories;
has damaged or missing packaging;
cannot reasonably be resold as new; or
was not packaged securely for return freight.

Any deduction will reflect the actual reduction in the product’s value and will not affect rights available for faulty products under the Australian Consumer Law.

5. Faulty, Damaged or Incorrect Products

Please inspect your delivery as soon as reasonably possible.

the product arrives damaged;
the product is defective;
components are missing;
you receive the wrong product; or
the product is materially different from its description.

Please provide your order number and clear photographs or video showing:

the external packaging;
freight labels;
the product;
the damaged or defective area; and
any missing or incorrect components.

Do not discard the packaging, damaged product or affected components until we confirm whether they are needed for inspection, collection or a freight claim.

6. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy. The available remedy generally depends on whether the problem is major or minor.

Major problems

A product may have a major problem where, for example:

a reasonable consumer would not have bought it had they known about the problem;
it is substantially unfit for its normal purpose and cannot easily be fixed;
it is substantially unfit for a purpose you told us about and cannot easily be fixed;
it is significantly different from its description or sample; or
it is unsafe.

For a major problem, you may be entitled to choose between a replacement or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

Minor problems

Where the problem is minor, we may choose to repair the product within a reasonable time.

If we cannot repair it within a reasonable time, you may be entitled to a replacement, refund or another remedy available under the Australian Consumer Law.

7. Returning Faulty Products

Where a product may be faulty, we may ask you to:

provide photographs or video;
complete basic troubleshooting;
confirm how the product was installed or operated;
provide the serial number or batch number;
return a component for assessment; or
make the product reasonably available for inspection or collection.

We will cover reasonable return or collection costs where the product is confirmed to have a failure covered by the Australian Consumer Law.

For large or bulky products, contact us before arranging return freight. Do not independently return a bulky product unless we have confirmed the return arrangements.

If inspection shows that the product is not faulty or that the issue resulted from misuse, incorrect installation, accidental damage, unauthorised modification or failure to follow instructions, you may be responsible for reasonable inspection, collection and return freight costs where permitted by law.

8. Freight Damage

Visible freight damage should be reported as soon as reasonably possible.

Where possible:

Photograph the package before opening it.
Record visible damage on the delivery paperwork.
Photograph the product and all affected packaging.
Contact us with your order details.

Reporting damage promptly helps us raise a claim with the freight carrier. However, a failure to notify us within a particular number of days does not remove any rights you may have under the Australian Consumer Law.

9. Items Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

pools that have been inflated, filled, installed or used;
pumps, filters or electrical products that have been operated or exposed to water;
opened pool chemicals, filter media or water-treatment products;
customised, special-order or personalised products;
clearance products expressly marked as final sale;
products damaged through misuse or incorrect storage;
products missing parts, packaging or accessories; or
gift cards.

This section applies only to change-of-mind returns. It does not limit remedies available where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

Sale and clearance products remain covered by the Australian Consumer Law.

10. Exchanges

For an approved change-of-mind exchange, the fastest process is generally to:

return the original product;
wait for the return to be approved; and
place a new order for the replacement product.

Price differences and new delivery charges may apply.

Where a product is faulty or incorrect, we will arrange the appropriate remedy in accordance with the Australian Consumer Law.

11. Order Cancellations

We will try to accommodate your request, but cancellation may not be possible after the order has been processed, packed, booked with a freight carrier or dispatched.

Where an order has already been dispatched, it may need to be treated as a change-of-mind return. Return freight, redirection or carrier recall charges may apply.

12. Refund Processing

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds will generally be processed within 10 business days using the original payment method.

Your bank, card provider or payment service may require additional time to make the funds available.

Refunds will normally be issued to the person and payment method used for the original purchase.

Please contact us if more than 15 business days have passed since we confirmed that your refund was processed.

13. Refund Amounts

For an approved change-of-mind return, the refund will usually cover the purchase price of the returned product, less any lawful deductions for:

missing components;
product damage;
deterioration caused after delivery;
reduced value due to handling beyond what was reasonably necessary; or
freight or collection charges payable by the customer.

Where a refund is required because a product has a major failure or otherwise fails to meet the Australian Consumer Law, the refund will be provided in accordance with your statutory rights.

14. Proof of Purchase

We may require reasonable proof of purchase before processing a return, warranty claim or refund.

Acceptable proof may include:

an order confirmation;
tax invoice;
receipt;
bank or card statement; or
another record showing that the product was purchased from iPOOLGO Australia.

15. Contact Us

For return, refund or product concerns, contact:

iPOOLGO Inflatable Pools Australia
Email: [
Phone: [
Return address: [
Website: www.ipoolgoinflatablepools.com.au