Virtual Pool Store will gladly exchange or refund your purchase where the goods do not perform the function as outlined on our website. In some cases we may offer an exchange option for goods purchased incorrectly. All returns will require a RMA (Return Merchandise Authorisation) and no goods will be accepted without an RMA number displayed clearly on the outside of a parcel. You will be required to pay for the return freight if the reason is not due to faulty merchandise or function.

Q. The product that I have received was not the one ordered.

If you receive your order, and you were sent the wrong products, please call us for an RMA.

 

 

Q. I’ve ordered the wrong product (colour, size)

The products must be in their original packaging. You are required to prepay return freight & 15% restocking fee and insure the shipment or accept the risk of loss or damage during shipment.

 

 

Q. I no longer want the product, can I return it?

If you receive the product and you do not want it Virtual Pool Store does not refund for change of mind but if the product does not match the description on the site we will gladly refund or exchange your purchase of equal value.

The products must be in their original packaging. You are required to prepay return freight & 15% restocking fee and insure the shipment or accept the risk of loss or damage during shipment.

 

 

Q. The package was damaged when the product arrived and the item does not function.

If the goods are defective upon receipt, please contact us immediately for an RMA (Return Merchandise Authorization).

 

 

Q. The product is faulty, or does not perform the functions outlined on your site.

Please email or contact our technical office on (07) 3103 0403 or email tech-q@virtualpoolstore.com.au . If the product is found not to perform the function specified on our website, we will organise for the goods to be collected and an RMA (Return Merchandise Authorization) will be provided for you to return the goods for a full refund of your purchase price.

 

 

Q. Can I cancel my order

Any orders that are cancelled after payment has been processed due to incorrect selection or any other reason, please contact us immediately on (03) 9016 4357 or (07) 3103-0403. Orders cancelled after they have been confirmed will incur a 15% restocking fee and non-refund of freight charges.

Products are covered by manufacturers’ warranty. We honour all warranties and will negotiate with the manufacturer on your behalf. Alternatively, your local brand dealer can handle all warranty issues.  To the extent permitted by law, VPS’ entire responsibility with respect to warranties for the Products is to pass onto Customer the benefit of any such warranties. To the extent permitted by law, the manufacturers’ warranties, whether implied by statute or otherwise (including implied warranties with respect to merchantability and fitness for purpose) and all such terms, conditions and warranties are expressly excluded.

Certain legislation may imply warranties or conditions or impose obligations upon VPS which cannot be excluded, restricted or modified or cannot be excluded, restricted or modified except to a limited extent. These Terms must be read subject to those statutory provisions. If those statutory provisions apply, to the extent to which VPS is able to do so, its liability will be limited, at its option, to:

• In the case of products: the replacement of the products or resupply of equivalent products; repair of the products; payment of the cost of replacing the products; or the payment of the cost of having the products repaired; and
• In the case of services: the supply of the services again; or the payment of the reasonable cost of having the services supplied again.

VPS does not warrant that repair facilities or parts will be available to respect of any of the Products.