Refund policy

 

We're here to make pool life easy, not difficult. If something isn't quite right with your order, we're happy to help.

Returns

You have 30 days from receiving your order to request a return. To be eligible, items must be unused, unopened and in their original condition and packaging, and you'll need your proof of purchase. Bulky or heavy items can also be returned under the same conditions, however a 15% restocking fee applies.

To start a return, you can contact us via email at hello@loopym.com.au. If your return is accepted, we'll provide instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.

We do not cover the cost of return shipping, unless the item is faulty, damaged, or we've sent you the wrong item. We recommend using a tracked postage service, as we're unable to take responsibility for returns lost in transit.

Exceptions / non-returnable items

For safety and quality reasons, chemicals are generally non-returnable, and opened chemicals cannot be returned. Returns of unopened chemicals are at our discretion, so please get in touch with us before sending them back.

We're unable to accept returns on gift cards, or on sale items unless they are faulty.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Warranty claims

Warranty claims can be lodged through the Equipment section of the Loopym app, or by contacting us via email with your order number, a description of the issue, along with any photos or videos.

Exchanges

If you'd like to swap an item for something else, just get in touch and we'll be happy to organise the exchange for you. Exchanges follow the same conditions as returns, so the item will need to be unused, unopened and in its original condition and packaging, and the exchange requested within 30 days of receiving your order. Once your exchange has been approved, we'll let you know the next steps.

Refunds

We'll notify you once we've received and inspected your return, and let you know whether your refund has been approved. Approved refunds are made to your original payment method, less any restocking fee or shipping fee (if organise by us) for bulky or heavy items. Please note it can take some time for your bank or card provider to process the refund.

Contact us

If you have any questions about returns, refunds or warranty claims, please contact us at hello@loopym.com.au or call 0498 019 956.