Returns & Refunds Policy

At Pool Guys and Clorogene, we want you to be happy with your purchase. If something isn't right, please get in touch and we'll do our best to help.

This policy applies to purchases made through our websites and is subject to your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and other applicable New Zealand laws.

Faulty or Damaged Products

If a product you receive is faulty, damaged, defective, unsafe, does not match its description, or is otherwise not of acceptable quality, please contact us as soon as possible.

Depending on the circumstances and your rights under the CGA, we may:

• repair the product;
• replace the product; or
• provide a refund.

Where the issue is covered by the CGA, we will provide the appropriate remedy required by law.

If a product needs to be returned because of a fault or other issue covered by the CGA, we will work with you to arrange the return or collection of the product where appropriate.

Change of Mind

If you have simply changed your mind about a purchase, you are not automatically entitled to a refund or exchange under New Zealand consumer law.

However, we may choose to accept a return or exchange at our discretion. Any such return must be agreed with us before the product is sent back.

For change-of-mind returns:

• the product must generally be unused and in its original condition and packaging;
• proof of purchase may be required;
• return delivery costs are the customer's responsibility; and
• any refund or exchange is subject to our approval.

Some products may not be suitable for return due to their nature, including products that have been opened, used, mixed, decanted or otherwise altered.

Incorrect Product

If we have sent you the wrong product, please contact us as soon as possible.

We will arrange an appropriate solution, which may include replacing the product with the correct item or providing a refund.

We will cover reasonable return delivery costs where the incorrect product was supplied by us.

Products Damaged in Transit

Please contact us as soon as possible if your order arrives damaged.

Where appropriate, please provide photographs of the damaged product and packaging. This helps us investigate the issue with our courier or delivery provider.

We will assess the issue and arrange an appropriate remedy in accordance with your rights under New Zealand consumer law.

Products That Have Been Used or Altered

Products should be used in accordance with the instructions provided with the product.

We may not be responsible for problems caused by misuse, incorrect storage, failure to follow instructions, alteration of a product, or use of a product for a purpose for which it was not supplied.

This does not limit any rights you may have under the Consumer Guarantees Act.

Chemical and Dangerous Goods Products

Some of our products are chemicals or are classified as dangerous goods and have specific storage, handling and transport requirements.

For safety reasons, we may not be able to accept returns of certain opened, used, mixed or decanted chemical products unless the return is required under the Consumer Guarantees Act or another applicable law.

Please contact us before returning any chemical or dangerous goods product. Do not send chemical products back without first contacting us and receiving instructions from us.

Refunds

Where a refund is approved or required under New Zealand consumer law, we will arrange the refund using the original payment method where reasonably possible.

The timing of the refund may depend on your payment provider or bank.

Where a refund is provided because we have failed to meet our obligations under the Consumer Guarantees Act, we will handle any applicable refund of associated costs in accordance with your legal rights.

How to Request a Return or Refund

Please contact us with:

• your order number or proof of purchase;
• the product name;
• a description of the issue; and
• photographs where relevant.

Please do not return a product until we have contacted you and confirmed the return arrangements.

Your Consumer Rights

Nothing in this policy limits, excludes or replaces your rights under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.

Where the CGA applies, your legal rights take precedence over this policy.

If you have a problem with a product, please contact us first. We will work with you to find a fair and appropriate solution.