CUSTOMER SERVICE
Shipping & Delivery
www.balancepoolandspa.com.au offers three delivery methods including Parcel Post, Courier and Pick-up.
Parcel Post is available for all non-dangerous goods that fit the size and weight requirements for regular post. Parcel post charges are calculated using the Australia Post Estimator Service taking into consideration item size, weight and distance to delivery address.
Courier delivery is available on all items so you may select this if you prefer. For bulky items that do not fit within the regular post size requirements, courier delivery or pick-up will be the only options provided.
It is the purchasers responsibility to ensure they, or an authorised person, are available to sign for goods delivered by courier. You will be sent a shipping email to advise when your goods are likely to be delivered so that you may arrange someone to be available to receive your item(s). If no one is available to sign for the items, goods may be returned to depot and you will be charged for any subsequent delivery attempts unless alternative arrangements are made. www.balancepoolandspa.com.au accepts no responsibility for subsequent delivery attempt charges, or for items not signed for, that are left outside your property, at your request.
Alternatively, you may wish to collect your order from our physical store located at 9 Stott Rd, Welshpool WA. The store is open Mon – Sat, 9am – 5pm WST. Please await confirmation by email that your goods are available prior to attempting collection. For all order enquiries please call: (08) 9282 9020 during store hours.
Privacy & Security
By creating an account and/or making a purchase on www.balancepoolandspa.com.au you agree for your personal and/or order information to be stored by the Website Owner. >
We will store all information securely and agree not to disclose your details to third parties.
In the case that you opt-in to receive newsletters from www.balancepoolandspa.com.au, we reserve the right to send you occasional newsletters and/or promotional updates at our discretion.
Click Here to view our complete Privacy Policy.
Returns & Refunds
Please choose items carefully. We reserve the right to refuse refund and/or exchange if you simply change your mind.
A replacement product will be provided in the case that goods are damaged or faulty at time of delivery and the damage is not deemed to be a result of postage and handling and/or mishandling of the product.
A refund or exchange will be offered if the product is not deemed fit for purpose.
All goods returned for exchange or refund must be returned within 7 days of delivery, in original condition - complete and in packaging.
Ordering
All orders are processed Mon-Sat, 9am-5pm WST. Once you have placed an order, you should receive an email confirming that the order has been sent to our warehouse. If an email does not arrive promptly, please check your junk mail folder or contact us for further assistance.
Once processed and prepared, you will receive an email confirming that the order has been picked and is ready to send. This should be followed by an email confirming shipment of your order.
Please note that we are unable to track goods sent by regular parcel post once they have been dispatched. However, in the instance that your order has taken longer than 3 business days to arrive and you are a resident of Australia, please contact us for further assistance.
Payments & Pricing
Our preferred payment method is by credit card. You will be offered the opportunity to provide your credit card details during the checkout process. We use the latest Secure Sockets Layer technology and 512 Encryption software to protect order information and payment details sent through www.balancepoolandspa.com.au. For your added security, we will not store credit card details once payment for your order has been processed.
Please note that we are unable to accept credit cards issued by banks outside of Australia.
To arrange an alternative payment method, including Electronic Funds Transfer or Cash-on-Collection (available only with pick-up items), please contact us.
All prices are shown in Australian Dollars.
Viewing Orders & Updating Account Information
Before placing an order through www.balancepoolandspa.com.au we highly recommend that you register to the site. This will allow you to log-in at a later date to view the progress of your orders and change your billing details. You will be invited to register during the check-out process and asked to provide an email address and password to set-up your account. Once completed, to access ‘My Account’ please click on log-in located in the top right corner of the homepage and enter the user and password created.