Refund & Return Policy

1. Change of Mind Returns

We do not offer refunds or exchanges for change of mind purchases. Please choose carefully and ask our team for advice before committing to a product. Nothing in this policy overrides your rights under the Australian Consumer Law.

2. Faulty or Defective Products

In accordance with the Australian Consumer Law, customers are entitled to a repair, replacement, or refund if a product has a fault. If the failure is major, the customer may choose a refund or replacement. If the failure is minor, we may choose to repair or replace the item within a reasonable time. Proof of purchase (receipt or tax invoice) is required. We reserve the right to inspect and assess the product before approving a return.

3. Warranty Claims

Many of our products are supplied with a manufacturer’s warranty. Alice Pool & Spa Centre can assist customers in lodging a warranty claim and will liaise with the manufacturer or supplier where required. Please allow reasonable time for the supplier or manufacturer to assess the product.

4. Pool Equipment & Electrical Items

Due to the specialist nature of pool and spa equipment, electrical items such as chlorinators, pumps, and heaters cannot be returned once installed unless they are faulty or a remedy is required under Australian Consumer Law.

5. Spare Parts

Spare parts are non-refundable for change of mind purchases. If an incorrect part was supplied by us, or the item is faulty, we will provide an appropriate remedy in accordance with Australian Consumer Law.

6. Water Testing & Chemical Products

Chemicals cannot be returned once opened or used unless the product is faulty. Water testing advice is based on the sample provided by the customer. Pool chemistry results may vary depending on pool conditions, weather, equipment operation, and correct application of chemicals. Customers are responsible for following all dosing instructions provided on chemical packaging.

7. Return Process

To initiate a return or warranty claim please contact our team and provide proof of purchase along with a clear description of the issue. Items may need to be returned to our store at 85 Smith Street, Ciccone NT 0870 unless otherwise advised. We will inspect the item and process the claim as quickly as possible. Approved refunds will be issued using the original payment method where possible.

8. Shipping Costs

If the return is due to a confirmed fault, incorrect item supplied, or another error on our part, Alice Pool & Spa Centre will cover reasonable return shipping costs. If the return is not due to a fault or error by us, return postage will be the responsibility of the customer.

Australian Consumer Law Notice

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 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.