Refund policy

Incorrectly Ordered or Unwanted Goods

Cancelling your order prior to it shipping.
You are free to change your mind, cancel your order and ask for a complete refund provided your order has not been shipped. Please contact our Customer Service Team to cancel an order priority to it shipping.

Returning your order once it has been received.
If you have received your order and it is in its original packaging, unopened and meets the below requirements, then it is eligible for return.

Please note;

• You are responsible for the return freight and correct insurance.
  
• A restocking fee of 20% may be applied.
  
• Upon return it will be assessed for damage and confirmed it is in a resalable condition.
  
• Returns are only accepted within 30 days from the point of purchase
  

Refunds

Please be aware that depending on your financial institution, refunds may take up to 14 days. Refunds will be processed back through the payment method you purchased on. You can have your money refunded or used as a store credit.

Faulty Product

Before returning a product, please contact us to ensure correct diagnoses has been done. We can walk you through the correct installation process and fault finding.

Please note:

• Please ensure product is enclosed in a suitable, secure box for freight. Limiting further damage or liquid expelling.
• Please provide your name, phone number a copy of the invoice and return address in the box or it wont be processed.
  
• A pool water sample must be included when returning products for examination for chlorinators, cells & testing equipment 
  
• Once the product has been received please allow 5 business days to diagnose the problem.
  
• If the product has been found to be tampered with or modified then a credit will be denied
  
• Faulty products will be either repaired or replaced at the discretion of EAQuip Pool Products.