Refund & Returns Policy — Pool Robots (New Zealand)
This policy sets out when and how you can return products and obtain a refund or replacement. It operates alongside — and does not limit — your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).
1. Faulty, damaged or not-as-described goods (CGA rights)
Every product we sell comes with the CGA guarantee that it is of acceptable quality, fit for its usual purpose, matches its description, and is delivered on time.
If a product has a fault that could not reasonably have been noticed before purchase, contact us as soon as possible with your order number and a description (photos help).
Major failures (e.g. the product is significantly different from its description, unsafe, or cannot be remedied) entitle you to a refund or replacement.
Minor failures may be remedied at our option by repair or replacement within a reasonable time. If we cannot remedy the issue within a reasonable time, you may keep the product and be compensated, or return it for a refund.
You do not need the original packaging to exercise CGA rights.
2. Change-of-mind returns
Products bought for personal use may be returned under a change of mind where:
You contact us within 14 days of delivery;
The product is unused, in its original packaging, and in resalable condition with all accessories and manuals;
You can provide proof of purchase.
Approved change-of-mind returns are refunded to the original payment method, less any reasonable freight costs we incurred. Return shipping is at your cost unless the return is due to our error. Note: change-of-mind returns are a goodwill policy, not a legal requirement.
3. How to make a return
Contact us via the contact page with your order number and reason for return.
We will confirm whether the return is approved and provide return instructions and the return address.
Ship the item securely (we recommend tracked freight). Keep the tracking number.
4. Refund processing
Refunds are processed to the original payment method once the returned item is received and inspected (typically within 5–10 business days of receipt).
Where a refund is due for a CGA failure on a faulty item, we also refund reasonable return freight costs.
5. Warranty
Products carry their stated manufacturer's warranty (as displayed on the product page or packaging) in addition to CGA rights.
A warranty claim does not replace your CGA rights; you may choose the route that best suits your situation.
6. Items that cannot be change-of-mind returned
Products that have been used, installed, or modified contrary to instructions.
Clearance items expressly marked as final sale (any CGA faults are still covered).
7. Cancellations before dispatch
If you need to cancel an order that has not yet shipped, contact us as soon as possible. If we cannot stop the order in time, use the change-of-mind process above.
8. Contact
To start a return, refund or warranty claim, contact us via the contact form on this website or the email address on our contact page, quoting your order number.
Last updated: 10 September 2026. This policy may be updated occasionally; the current version is always published here.
