RETURNS & EXCHANGES POLICY

The Pool Club — thepoolclub.life

We want you to love what you ordered. If something is not right, we are here to help.

CHANGE OF MIND RETURNS

We accept change of mind returns within 3 days of delivery.

To be eligible:
  • The item must be unused and in its original condition
  • The item must be in its original packaging
  • Proof of purchase (order confirmation or receipt) is required

Please note: Change of mind returns are at the customer's expense. We recommend using a tracked service, as we are not responsible for items lost in return transit.

Once we receive and inspect your return, we will process a store credit or exchange. Refunds for change of mind are issued as store credit only.

FAULTY OR DAMAGED ITEMS

If your item arrives faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law.

Please contact us within 30 days of receiving your order at returns@thepoolclub.life with:

  • Your order number
  • A brief description of the issue
  • One or two photos showing the fault or damage

Depending on the nature of the fault, we will offer a replacement, repair, or refund. We will cover return shipping costs for any item confirmed as faulty.

EXCHANGES

We are happy to exchange for a different size, colour, or product of equal value within 30 days of delivery, subject to stock availability.

Items must be unused, in original condition, and in original packaging.

To request an exchange, email us at returns@thepoolclub.life with your order number and the item you would like instead.

Return shipping for exchanges is at the customer's expense. We will cover the cost of sending the replacement to you.

NON-RETURNABLE ITEMS

The following items cannot be returned or exchanged:

  • Items that have been used, washed, or installed
  • Items not in original packaging
  • Items purchased on final sale or marked as non-returnable at time of purchase
  • Gift cards
HOW TO START A RETURN OR EXCHANGE
  1. Email returns@thepoolclub.life with your order number and reason for return
  2. We will respond within 2 business days with instructions
  3. Pack your item securely and send it to the address we provide
  4. Once received and inspected, we will process your store credit, exchange, or refund
REFUNDS

Refunds (where applicable) are processed to your original payment method within 5–7 business days of us receiving and approving the returned item. Processing times may vary depending on your bank or payment provider.

AUSTRALIAN CONSUMER LAW

Our returns policy does not limit or replace your rights 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

QUESTIONS?

Email us at admin@thepoolclub.life and we will get back to you within 2 business days.

Formal Terms


Pre-order terms?

Products marked "Pre order" are not yet in stock and will ship once production and freight are complete. The estimated ship date shown at the time of purchase is our genuine best estimate and is not a guaranteed delivery date. We will notify customers by email of any material change to an estimated ship date.

Payment for pre-order items is processed in full at the time of order. Customers may cancel a pre-order and receive a full refund at any time before the order ships, by contacting admin@thepoolclub.life.
Nothing in these pre-order terms limits or excludes any consumer guarantee available under the Australian Consumer Law, including guarantees relating to acceptable quality, fitness for purpose, and matching description.

Pre-order FAQ


What does “pre-order” mean?

It means you're securing your POOLY or Ithaki Classic Beach Towel ahead of stock arriving, at founding Member pricing. Your payment is processed today, and your order ships once stock reaches our warehouse.

When will my order ship?

We show an estimated ship window on every product page. It's a genuine estimate based on our production and freight timeline — not a guaranteed date. If that timeline changes, we'll email you before your order ships, not after.


Will I be charged now or later?

Now, in full, at checkout. There's no second charge or deposit balance to pay later.


What happens if the ship date changes?

We'll email you directly with the new estimate as soon as we know. We'd rather tell you early than stay quiet and hope it works out.


Can I cancel my pre-order?

Yes — you can cancel and receive a full refund any time before your order ships. Contact us at admin@thepoolclub.life and we'll process it promptly.

What if my item arrives faulty or not as described?

Your consumer guarantees under Australian Consumer Law apply in full to pre-orders, exactly as they would to any other purchase — nothing about pre-ordering reduces your rights to a repair, replacement, or refund.


Will pricing be the same in future releases?

Founding Members receive the most favourable pricing we'll offer. Later Priority Access rounds may have different offers — details are shared with list members before each round opens.