Terms and Conditions

Returns Policy 

Products may be returned because they are: incorrectly ordered, no longer required, have become faulty or damaged in transit to you.  

You must open your package of part(s) from us immediately on receipt to inspect that all parts ordered are correct and accounted for. You need to carefully inspect for any signs of damage at this time. If you received damaged goods from us notification is required immediately.

In all instances an RGA (Returned Goods Authority) must be issued by us prior to goods return, regardless of reason. Goods returned without an RGA may not be accepted.  

All returned goods (incorrectly ordered or warranty) must be sent at your expense . We strongly recommend the use of insured couriers for your protection. Returned items must be packaged as well as or better than when the item was received.  

Returns fall into two categories  1. Incorrectly ordered / no longer required  2. Warranty failure request or parts damaged in transit to you      

1: Policy regarding incorrectly ordered / no longer required parts.  

Goods returned incorrectly ordered or no longer required must be in perfect, UNUSED & UNFITTED resalable condition accompanied by the original invoice. Goods returned that you incorrectly ordered or no longer require are subject to a 15% restocking charge where a refund is desired. No restocking fee applies if a subsequent order to the same or greater value is placed, or alternatively a credit to that value can be placed on your account for future use within a maximum time period of 12 months. FREIGHT CHARGES WILL NOT BE REIMBURSED.  

If incorrectly ordered / no longer required Platinum Pool Centre will not accept the return of parts if : 
- The item was a special order; this includes pool covers, thermal spa covers, heatpumps, gas heatersand solar heating kits. 
- An electrical / electronic component that shows signs of having been fitted / used.   
- A product shows signs of installation or use as they cannot be resold as new.  
EMAIL IMAGES OF ALL PARTS REQUIRING IDENTIFICATION   DO NOT PHSICALLY SEND ANYTHING TO US AS YOU MAY NOT HAVE IT RETURNED TO YOU      
It is your responsibility to determine that the part ordered is correct. If you are unsure about a product you wish to purchase, please contact us BEFORE you order. Do not guess what part is required. Platinum pool and Spa Centre staff are happy to assist in identifying parts via emailed images, but cannot be held responsible for misidentifying your part where images / information supplied prohibit positive ID or an alternate possible match to an obsolete part is suggested. We will provide emailed links to the part suggested for YOU to confirm identification prior to ordering. If you don’t want to take the risk of ordering an incorrect part, please employ a local competent spa technician to identify and carry out repairs.  

2. Policy regarding warranty failure request or parts broken in transit to you   Faulty goods returned will be examined for warranty.

Warranties will be given for failure of goods when due to a manufacturing defect but not if goods are damaged due to improper handling or use. Replacement or repair will be determined in accordance with the Australian Consumer Law – major & minor failure. Damage or failure as a result of any other cause is not warrantable - this includes but is not limited to poor chemical maintenance, dirt and grit fouling goods and physical damage. Electrical and electronic components must be fitted by a qualified tradesperson to maintain warranty. Proof of installation via this person may be required for electrical warranty returns. Goods returned with unauthorised modifications that resulted in the cause or contributed to the failure are not warrantable & will be returned to you at your expense plus a nominal workshop charge. Goods returned that are found to have no fault, will be returned to you at your expense plus a nominal workshop charge.  

Installation of supplied goods - Unless the item is installed by Platinum Pool and Spa Centre,  It is assumed and required that a qualified tradesperson is employed in the installation of electrical goods. It is illegal and dangerous to carry out any electrical work without the appropriate qualifications. You must ensure that your qualified tradesman accurately identifies the required part to affect repair, as any electrical / electronic component including circuit boards purchased from us CANNOT be returned if it shows signs of installation, for reason of incorrectly ordered / no longer required. We highly recommend you utilise our workshop services for electronic repairs to avoid incorrect part ordering.      

Warranty on Products -  All warranties tart from date of supply from Platinum Pool and Spa Centre, NOT date of installation unless stated below:   Davey, Zodiac, Maytronics, crystal Clear, Hayward, Onga and Astral pool warranties are  the responsability of the manufacturer.  Platinum Pool and Spa Centre may on a case by case basis take on and carry out the warranty repair or replacenet on behalf of the manufacturer under certain circumstances. No labour charges for installation, removal or diagnostics incurred are covered by Platinum pool and Spa Centre unless otherwise stated on the individual product under this warranty.   All conditions regarding installation and qualifications required, and procedure for claims, as detailed in this section must be adhered to.      

Pricing Policy -  Whilst we endeavour to maintain correct listed pricing, prices are subject to change without notice and may vary from those advertised. We reserve the right to modify pricing with manufacturer price movements, Any variation from the advertised price will require us to notify you prior to despatch for your authority to alter or cancel your order.      

Freight  - We ship all goods via Australia post eparcel, Startrack Express, Couriesr Please or Fastway couriers. We endeavour to protect all goods against damage. For all products that don't come under the "free shipping" policy there is small charge is added to the actual freight cost to cover processing your order, picking, packaging & dispatch costs. We reserve the right to vary the freight cost from that shown in the shopping cart in instances where goods are being sent to regions deemed remote, isolated, not serviced or for heavy or large items. Any variation will require us to notify you prior to despatch. If you are paying via direct deposit it is recommended you contact us before payment in case there is a variation in freight costs.   Sorry,  we cannot ship to Post Office Boxes - a physical delivery address is required.  

Approximate Freight Costs - Freight is calculated in the shopping cart - freight estimates can be determined prior to finalising your order whilst in the cart.   Satchel Bags - Small packages not exceeding 5kg - maximum of around $16.50 to most Australian locations  Parcels - up to 5kg - maximum of around $45.00 to most Australian locations  Parcels - 5kg to 25kg - determined by weight / deemed weight   AAE International shipments   Please refer to the estimations in the shopping cart for freight costs.   Expect 1-14 working days; most orders that weigh less than 5kg are 1-2 day delivery for Australian destinations. If you require the fastest possible delivery method, please contact us, or make a reference in the order process.  

We do not guarantee immediate dispatch. We may need to order goods into stock which may take from 1 day up to 6 weeks depending if we need to import stock from another country. Once in stock we will then contact you to approve payment & ship (unless it is a special order where we will require pre-payment before importing or stocking).