Returns & Warranty
You may return most new, unopened pool and spa products within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Our goods 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure
The benefits of this warranty are in addition to any rights and remedies imposed by Australian State and Federal legislation that cannot be excluded. Nothing in this warranty is to be interpreted as excluding, restricting or modifying any State or Federal legislation applicable to the supply of goods and services which cannot be excluded, restricted or modified.
If a defect appears in the Product before the end of the warranty period and MPAS finds the Product to be defective in materials or workmanship, MPAS will, in its sole discretion, either: (a) Replace or repair the Product or the defective part of the Product free of charge; or (b) Cause the Product or the defective part of the Product to be replaced or repaired by us, an approved service agent free of charge. MPAS reserves the right to replace defective parts of the Product with parts and components of similar quality, grade and composition where an identical part or component is not available.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. WARRANTY CLAIMS 1. If a fault covered by warranty occurs, the customer must first contact AstralPool at the contact address listed below, or an Authorised AstralPool Service Agent.
2. Any warranty claim must be accompanied by: (a) Proof of purchase; (b) Full details of the alleged defect; and (c) Appropriate documentation (such as historical and maintenance records).
3. The customer must make the Product available to us, the Authorised AstralPool Service Agent for inspection and testing. Us, the Authorised AstralPool Service Agent will attend the premises where the Product is installed for inspection and testing. If the Product is installed: (a) Outside a capital city metropolitan area; and (b) is not within a 20 km radius of an Authorised AstralPool Service Agent; Then the customer may have to pay a travel fee.
4. If such inspection and testing finds no defect in the Product, the customer must pay MPAS usual costs of service work and testing. If such inspection and testing finds a defect that is not covered by this warranty, the customer must pay MPAS usual costs of service work plus any parts and labour required to repair the Product, unless recoverable from AstralPool on the failure of any statutory guarantee under the ACL. Exclusions The warranty will not apply where:
(a) The customer is in breach of the Terms and Conditions of Sale;
(b) The Product was used for a purpose other than one it was intended for;
(c) The Product was repaired, modified or altered by any person other than MPAS;
(d) The Product has not been installed, maintained and/or operated in complete compliance with the installation and operating instructions and any instructions by AstralPool; (e) The Product has been subject to accident, negligence, alteration, abuse or misuse. The warranty does not extend to: a) normal wear and tear; b) weather and other environmental conditions including but not limited to storm, flood, and/or heat wave damage; or c) Service and maintenance items.
This express warranty offered by MPAS is in addition to your manufacturer warranty and any legal obligation under ACL