Warranty & Refund Policy
The Customer is entitled to a replacement or refund for a major failure and to have the goods repaired or replaced if the goods fail to be of
acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve the right to offer to repair only.
We reserve the right to not offer a refund or exchange.
We do not refund for a change of mind or circumstance. Deposits are non–refundable.
The Customer shall determine the suitability of the goods for their intended use and acknowledges, agrees and warrants that, as the use of the
goods is outside the control of Captain Nemo’s, the Customer has not relied upon any representation, warranty, guarantee, advice,
recommendation, information, or assistance provided or given by Captain Nemo’s or anyone on its behalf, in respect of the suitability of
the goods for its intended use or purpose, even if that use or purpose is made known to Captain Nemo’s at any time.
Our Best Price Policy
This means that if you find a competitor's lower price (including GST and delivery charges) on the same in-stock item that's available for same-day delivery or collection, we'll match. This excludes trade quotes, stock liquidations, commercial quantities and Marketplace products. Physical Proof of price is required (verbal not accepted).
Delivery Information
All payments are cash before delivery.
For all freight out of Captain Nemo's premises, whether booked/paid for by Captain Nemo's or customer, it is the customers responsibility to organize their own freight insurance. Captain Nemo's will not pay for any damage as a result of transport throughout Australia.
All charges for pool and spa delivery and any extra lifting equipment such as cranes or hiabs shall be payable to the contractor directly,
unless otherwise agreed.
All swimming pool items in stock will be shipped the same day if the order has been received and paid for before 12noon EST or otherwise the next business day depending on our Pool Shop’s stock levels. You will receive an email confirmation once its shipped. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays.
International Orders
International
Captain Nemo’s Pool & Spa Supplies international delivery fees are based on gross cart weight and destination country. Our pool shop will organise freight and call or email you to organise payment. Please note that any applicable import taxes and duties will be the responsibility of the customer.
Multiple Item Orders
Please be aware that our pool shops attempt to ship orders when all items on the order are available to dispatch. However, when there has been a delay in supplying outstanding items, we may split orders and dispatch available items at no extra cost.
Delivery of On-line orders for Large Items
For large item deliveries to metropolitan addresses, we utilise point-to-point couriers. Missed Deliveries for standard items, Captain Nemo’s Pool & Spa Supplies will arrange delivery via a national courier network. If the customer is absent at the time of delivery, items will be taken to a local depot or post office. A calling card will be left at the delivery address containing all relevant contact details.
Remote Locations
Please note remote delivery addresses will not be serviced door-to-door. In these cases, surcharges may apply to the standard rates. Alternatively, couriers may provide delivery to local depots or Australia Post Offices for customer collection of goods. Transport from that point to the destination would need to be arranged by the customer at their own expense.
Delivery Fees for On-line pool equipment orders
Australia
Flat rate per order for Eastern States pool equipment orders
Freight charges for your pool equipment order are set at $12, regardless of how many swimming pool or spa products are in it. Note: sand filters and heaters will incur additional fees. For all other orders, freight will be organised by the store and we will call or email the customer to get approval of charge.
Pick-Up In-Store
Customers can now choose to pick-up their purchase from Captain Nemo’s Pool & Spa Supplies stores. Browse and select your item via our online store and choose a convenient location from which to collect your order. Two pick-up options are available, based on stock levels at our stores.
Same Day (Before Midday)
- If the item is ordered before midday, it should be ready for collection the same day depending on stock levels.
- If the item is ordered after midday, it should be ready for collection the next day depending on stock levels.
- Items can be picked up only after you have received an email confirming that the stock is available for pickup. Please take this email and photo ID with you when picking up your order.
Backorders
In general, all products on this website are usually available from suppliers. From time to time suppliers are not able to supply in the time indicated, and items are placed on backorder. If it appears that your order will not be dispatched on time, you will be informed by our pool shop as soon as possible. You will be offered the opportunity to cancel your order at that time, otherwise your order will be dispatched as soon as the items are available. Unfortunately, we are not able to provide expected dispatch times for backordered items, though items will be sourced and dispatched as soon as possible
Incorrect Supply
Customers must ensure that they enter the correct delivery address details at the time of ordering. If you enter the wrong address Captain Nemo’s Pool & Spa Supplies is not obliged to re-send the order to the correct address at our expense.
The Australian Consumer Law & Your Rights
The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure if the goods fail to be of acceptable quality. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. Consumer Guarantees have no set time limit - depending on the price and quality of goods, consumers may be entitled to a remedy after any manufacturers' or extended warranty has expired. In that circumstance, Captain Nemo’s recommends you contact the manufacturer's customer assistance department (for a list of most manufacturer's customer assistance contact details. We will not refund if you change your mind. If there is an issue with your product it will be dealt with through the manufacture warranty. Even though the manufacturer's warranty may have expired the manufacturer is not only best suited but is obligated to assess the nature, cause and extent of a failure or fault if you have reason to believe there has been a breach of Consumer Guarantees. If at any time you are not satisfied with the manufacturer's remedy in relation to your statutory rights, then contact the Store Manager of your nearest Captain Nemo’s store for assistance.