Refund policy

Grannus Australia – Returns and Refunds Policy

Effective Date: 14/11/2025

At Grannus Australia, we take pride in the quality and performance of our products.
If you are not satisfied with your purchase or believe there is a fault, we’re here to help.
This policy outlines your rights and our procedures for returns, exchanges, and refunds.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We understand that purchasing pool equipment is an important decision.
If you change your mind, we may accept a return at our discretion, provided that:

  • The product is unused, uninstalled, and in original packaging

  • You contact us within 14 days of delivery

  • Proof of purchase is provided

A restocking fee may apply, and return shipping costs are the responsibility of the customer.
Change of mind returns are assessed on a case-by-case basis.

3. Faulty or Damaged Products

If your product arrives damaged or develops a fault within the warranty period, please contact us as soon as possible.
We may ask for photos, proof of purchase, and a brief description of the issue to assist with assessment.

Depending on the situation, we will arrange one of the following:

  • Repair of the product

  • Replacement with an equivalent model

  • Refund of the purchase price

Grannus will cover reasonable return shipping costs for approved warranty or faulty product claims.

4. Incorrect or Missing Items

If you receive an incorrect item or your order is missing components, please notify us within 7 days of delivery so we can resolve the issue promptly.

5. Return Process

To lodge a return or warranty claim, please contact our customer service team:

Email: [Insert Email Address]
Phone: [Insert Phone Number]
Address: [Insert Return Address]

Please include your order number, product details, and a description of the issue.
Once approved, we’ll provide return instructions and shipping information.

6. Refund Method

Approved refunds will be processed using the original payment method.
Please allow 5–10 business days for funds to appear in your account once the refund has been issued.

7. Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned unless faulty:

  • Installed electrical or plumbing components

  • Custom or special-order products

  • Items returned without proof of purchase

8. Contact Us

If you have any questions about returns or refunds, please reach out to our friendly team:

Grannus Australia
Email: support@grannus.com.au
Phone: 03 7037 3925
Address: 8 Adriatic Way, Keysborough VlC 3173