Refund policy

Returns Policy – Drive In Pool & Spa Warehouse (Gordon, NSW)

Please read our Returns Policy before placing your order, as exceptions may apply. If you’re unsure, feel free to contact us — we’re happy to help.

At Drive In Pool & Spa Warehouse, we stand behind the quality of our products and are committed to exceptional customer service. If a product you purchased online is faulty, damaged in transit, or not as described, you may be entitled to a repair, replacement, or refund under the following conditions.

1. Return Eligibility

We accept returns for items that are:

Faulty
Damaged on arrival
Incorrect or not as described

To request a return, please email us within 14 days of delivery at driveinpoolspa@gmail.com with:

Your order number
A description of the issue
Photos of the item and packaging (if applicable)

2. Conditions for Return

Returned items must be:

In original, unopened packaging
Unused, unassembled, and complete with all parts and accessories
Accompanied by proof of purchase (e.g. tax invoice or order confirmation)

Returns may be rejected if:

Packaging is missing or damaged
Components are missing
The product shows signs of use

Please do not attach postage labels directly to the product box. Ensure items are securely repackaged for return transit.

3. Shipping & Handling

Customers are responsible for return shipping unless:

The item is faulty or incorrect
The item was damaged in transit and reported within 14 days

Use a registered or express shipping service with tracking and retain proof of shipment. The item remains your responsibility until it arrives at our warehouse.

4. Assessment & Resolution

Once received, your return will be assessed within 14 days. If approved, we will:

Repair, replace, or refund the item
Notify you via email of the outcome

Refunds will be issued to your original payment method. Please note that shipping fees (if applicable) are non-refundable.

5. Damaged or Incorrect Items

If your item was damaged during delivery, notify us within 14 days with photos of the product and packaging.

If you received the wrong item, please notify us immediately with details of both the received and intended items. We’ll arrange a replacement or refund.

6. Warranty & Consumer Rights

All products are covered by manufacturer warranties and your rights under the Australian Consumer Law. You are entitled to a refund, replacement, or repair if an item is:

Faulty
Not of acceptable quality
Not fit for its intended purpose
Different from the description

These rights do not apply if the product has been misused or used abnormally.

7. Order Cancellations

If you wish to cancel an order that hasn’t yet shipped, please contact us as soon as possible. Orders that have already been processed or dispatched cannot be cancelled and must follow the standard return process.

Need Help?

Email: driveinpoolspa@gmail.com
Visit Us: Drive In Pool & Spa Warehouse, Gordon, NSW

We’re here to ensure your pool and spa experience is seamless and stress-free.