Refund policy
Last updated: April 2026
Chilli Pool is a brand operated by SPAS Manufacturing Australia Pty Ltd (ABN 60 652 474 998). This Refund Policy applies to all purchases made through chillipool.com.au.
Our products 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Change of Mind
We do not offer refunds or exchanges for change of mind purchases. Please choose carefully before placing your order. If you have questions about a product before purchasing, contact us at hello@chillipool.com.au or call 1300 766 543.
Faulty or Damaged Goods
If your product arrives faulty or is damaged in transit, you must notify us within 7 days of receiving your order. To make a claim, submit the contact form on our website and include:
- Your proof of purchase
- A clear description of the fault or damage
- Photographic or video evidence of the issue
Claims submitted outside the 7-day window may not be accepted. This policy applies to goods on arrival and is separate from your warranty entitlements, which are set out in the product warranty documentation.
Incorrectly Delivered Goods
If you receive an incorrect item, contact us within 7 days of receipt. We will arrange return shipping at our cost and dispatch the correct item once we receive the incorrect goods back. Items must be returned in their original, unopened packaging.
Condition of Returned Goods
Products that have been installed or used cannot be returned. Products that have been opened but are returned in their original packaging and in as-new condition may be accepted at our discretion. We reserve the right to decline a return where goods show signs of use, misuse, modification, or damage not covered under these terms.
Return Shipping
Where a return is the result of our error - including faulty, damaged, or incorrectly delivered goods - we will cover the cost of return shipping. In all other circumstances, return shipping costs are the responsibility of the customer.
Refunds
Approved refunds will be processed to the original payment method via Stripe within 14 business days of us receiving the returned goods or approving the claim. Processing times may vary depending on your financial institution.
How to Initiate a Return
To initiate a return or make a claim, submit the contact form on the Website and include your proof of purchase and details of the issue. We will respond within two business days to advise next steps.
For questions, contact us at hello@chillipool.com.au or call 1300 766 543. Our team operates Monday to Friday (excluding public holidays in Melbourne, Australia), 9am to 5pm AEST/AEDT.
