Refund and Returns Policy

Australis Pool Covers & Poolcoversandrollers.com.au

At Australis Pool Covers & Poolcoversandrollers.com.au, we stand behind the quality of our products. If something isn’t quite right, we’re here to help.

If you experience an issue with your delivery — whether it’s sizing, an incorrect item, or freight damage — please email us at info@poolcoversandrollers.com.au as soon as possible.

To help us resolve things quickly, please include:

  • Your invoice number

  • Clear photos (if relevant)

  • A brief explanation of the issue

  • Your contact details

Our team will work with you to find the best possible outcome.

Your Consumer Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a repair, replacement or refund if a product:

  • Is faulty or unsafe

  • Does not match its description

  • Is not fit for its intended purpose

  • Does not perform as represented

This policy operates in addition to your rights under Australian Consumer Law.

Ordered the Wrong Size?

We understand mistakes happen.

If your domestic solar or thermal pool cover is unused, still boxed and unopened, you may return it within 30 days of purchase for a refund.

Conditions and restocking adjustments (outlined below) may apply depending on the cover’s condition.

Cover Returns & Adjustments

Because pool covers are large, specialised products, return options depend on their condition.

If the Cover Is Too Short (Width)

If your cover is slightly too short, we may be able to professionally weld additional material to increase the width once the cover is returned to our NSW facility.

  • Additional material costs will be charged accordingly

Please note:
If the cover has already been cut to shape, modifications may affect its fit. Australis Pool Covers & Poolcoversandrollers.com.au cannot guarantee repair results once a cover has been cut.

Weld flexibility may also reduce over time (typically after approximately one month).

If the Cover Is Too Narrow (Length)

Unfortunately, covers that are too narrow in width cannot be satisfactorily extended. In this case, a replacement cover will be required.

 

Cut Covers or Returns After 3 Months

We are unable to accept returns or provide credit if:

  • The cover has been cut to shape; or

  • More than three months have passed since the invoice date.

Replacement Covers & Freight

Replacement covers are invoiced as new orders. Standard freight charges apply.

Credits are processed after the returned cover has been received and inspected at our WA or NSW facility.

Freight charges apply for redelivery of repaired or modified covers.

Pre-Cut Covers

Pre-cut covers are custom made to order. For this reason, Australis Pool Covers & Poolcoversandrollers.com.au are unable to accept these products for return or credit.

Winter Covers (WinterKleen)

Winter covers are also made to order and are not eligible for return or credit.

If you need assistance with modifications, please contact our team at info@poolcoversandrollers.com.au — we’ll always try to help where possible.

Rollers

Stock-size domestic rollers (not custom-built units) may be returned for credit provided:

  • The return is within three months of purchase

  • The packaging remains unopened and original

  • The roller is unused, undamaged and unassembled

  • All components are included

Custom rollers and rollers returned after three months are not eligible for credit.

Refunds are issued once the roller is returned to and inspected at our WA or NSW facility.

Condition of Returned Goods

While products are in your care, you are responsible for keeping them in good condition.

If goods are damaged due to misuse or improper handling, repair charges may apply, or a refund may be declined if the item is not repairable.

We do not accept returns for goods that have been used unless covered under Australian Consumer Law.

Refund Processing

Refunds are processed after goods have been received and assessed at an Australis Pool Covers & Poolcoversandrollers.com.au facility.

Proof of purchase is required.

Approved refunds will be issued back to the original payment method.

If goods are returned and found not to be faulty, or are damaged due to misuse, additional fees may apply.

Need Help?

We pride ourselves on taking a fair and reasonable approach to every situation. If you’re unsure about your options, please reach out to our team at:

info@poolcoversandrollers.com.au

We’re here to make sure you end up with the right solution for your pool.