Refund policy
Aqua Supply Direct is operated by The One Renovation Melbourne Pty Ltd.
Contact: info@aquasupplydirect.com.au
CHANGE-OF-MIND RETURNS
We accept eligible change-of-mind return requests within 14 days of delivery or collection.
To qualify for a change-of-mind return, the product must be:
• Unused and uninstalled
• Unopened and in its original packaging
• Complete with all accessories, manuals and components
• In a clean and resalable condition
• Accompanied by proof of purchase
To request a return, email info@aquasupplydirect.com.au with your order number, the product details and the reason for the return.
Products must not be returned without written approval from Aqua Supply Direct. Unauthorised returns may not be accepted.
CHANGE-OF-MIND EXCLUSIONS
Change-of-mind returns are not accepted for:
• Opened pool or spa chemicals
• Custom-cut or specially ordered pool blankets
• Products manufactured, modified or ordered specifically for the customer
• Installed, connected, used or filled pool equipment
• Products damaged through misuse or incorrect installation
• Clearance products or display models identified as such before purchase
• Electrical products that have been opened, connected or installed
• Products without their original packaging, manuals or accessories
These exclusions do not limit any rights available under Australian Consumer Law.
RETURN SHIPPING
Customers are responsible for return shipping costs for approved change-of-mind returns. Original delivery charges are not refundable for change-of-mind returns.
Customers should use a tracked and appropriately insured delivery service. Aqua Supply Direct is not responsible for change-of-mind returns that are lost or damaged while being returned.
If a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description, Aqua Supply Direct will meet its obligations under Australian Consumer Law, including reasonable return costs where applicable.
FAULTY OR DAMAGED PRODUCTS
Please inspect your order as soon as it arrives. If a product is damaged, faulty, incorrect or missing components, contact info@aquasupplydirect.com.au promptly.
Please provide:
• Your order number
• A description of the issue
• Photographs or videos showing the product, packaging and damage where possible
• The product serial number where applicable
We may ask for reasonable information or arrange an inspection to determine the appropriate remedy.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under Australian Consumer Law.
Depending on the circumstances and whether the failure is major or minor, the available remedy may include a repair, replacement, refund or another remedy required by law.
WARRANTIES
Manufacturer warranties are additional to, and do not replace, rights under Australian Consumer Law.
Warranty conditions may require products such as pumps, chlorinators, filters, robotic cleaners and heat pumps to be installed, operated and maintained according to the manufacturer’s instructions. Certain products may require installation by a licensed tradesperson.
Keep your invoice, serial number and installation records as they may be required for warranty assessment.
REFUNDS
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days after approval for the refund to appear. Your bank or payment provider may require additional processing time.
If more than 15 business days have passed since we approved your refund, contact info@aquasupplydirect.com.au.
ORDER CANCELLATIONS
Contact us as soon as possible if you need to cancel an order.
Orders may be cancelled before dispatch unless the product has already been specially ordered, customised, cut, transferred, prepared or dispatched.
If an order has already been dispatched, it will be handled under the applicable return conditions above.
Aqua Supply Direct may cancel an order if a product is unavailable, incorrectly priced, affected by a technical error or cannot be supplied. If we cancel a paid order, the amount paid will be refunded.