Shipping & Returns

Last updated: 26 August 2026

In plain terms

Delivery: usually 5 to 7 days, to your door. Your pool is already in Australia — it doesn’t travel from overseas after you order.
Delivery cost is shown before you pay — on the product page and again at checkout. Never after. Delivery is charged; it isn’t free.
No customs, no duties, nothing to pay on delivery. Your pool was imported and cleared before you ordered it.
It arrives as one big, heavy box. We tell you now so delivery day isn’t a shock.
Something wrong with it? Australian Consumer Law covers you — major failure, you choose refund or replacement; smaller fault, we put it right.
Pool fencing laws apply to this pool. Before you buy, not after. What that means →

1. Where we ship, and where from

Where your order ships from: stock we already hold in Australia. Your pool is imported and cleared through customs before you order it, and sent to you from within the country. That’s why delivery takes days rather than weeks — and why no customs charge ever lands on your doorstep (§3).

2. How long delivery takes

These are estimates, and we give them honestly. If your order is going to be late, we’d rather tell you than let you find out.

Peak season. Orders placed at peak times take longer. We’ll say so on the product page when it applies, not in a footnote afterwards.

3. What delivery costs, and what you actually pay

Delivery cost is shown before you pay — on the product page and at checkout.
Nothing extra to pay on delivery — no customs duty, no import charge, no clearance fee. Your pool was imported and cleared before you ordered it, and it’s sent to you from stock inside Australia. The total you see at checkout is the total you pay.

4. Delivery day: what to expect

A Hippool arrives as one large, heavy box. Practical points, because we’d rather you knew:

Have a second pair of hands available, or somewhere the carrier can leave it safely.
Check the box before you sign, if the carrier gives you the chance. If it’s visibly damaged, note it and photograph it.

5. Damaged, missing or wrong on arrival

It happens. Here’s the fastest way to get it fixed:

Email us at contact@hippool.com with your order number.
Send photos — of the damage, and of the box it came in.
We reply within 48 hours (Monday to Friday) and tell you exactly what happens next.

Missing a part? Tell us which one — we hold spare parts in stock, including pumps, battery-powered electric inflators and seal fittings.

Don’t send anything back before you’ve spoken to us — we’ll almost always resolve it without a return, and returning a box this size costs everyone money for nothing.

6. If your pool is faulty

This is where Australian Consumer Law protects you, and it protects you well. Full detail on the Warranty page; the short version:

Major failure — it’s substantially unfit for use, unsafe, very different from its description, or can’t be fixed within a reasonable time. Who decides: You choose. What you get: A refund or a replacement — your choice — plus compensation for any other reasonably foreseeable loss or damage.
Minor failure — it can be put right within a reasonable time. Who decides: We choose the remedy. What you get: A repair, a replacement, or a refund. If we don’t fix it in a reasonable time, you can reject it and get a refund, or have it fixed elsewhere and recover the reasonable cost from us.

Who pays to send a faulty pool back? We do. Where goods can’t be returned without significant cost because of their size, weight or nature — and a Hippool box is exactly that — collection is at our expense. You don’t pay to return something that failed.

How long do these rights last? There’s no expiry date on them. The law asks how long a reasonable person would expect a product like this, at this price, to last. See Warranty.

Proof of purchase can be your order confirmation email, your order number or your bank statement. We won’t ask you for a receipt you can’t produce.

7. If you simply don’t want it any more

Australian Consumer Law gives you strong protection when something is wrong with what you bought. It does not give you a legal right to send a product back simply because you’ve decided you’d rather not keep it — in Australia, that’s a policy each retailer sets for itself.

Whatever you’ve bought and whatever you decide, talk to us — contact@hippool.com, and we’ll come back to you within 48 hours. We’d rather hear from you than not.

8. Pool safety in Australia

Pool fencing laws apply to this pool. Every Hippool holds water deeper than 300 mm, and that’s the depth at which pool barrier requirements are triggered in every Australian state and territory — portable and inflatable pools included.

The legal duty to install and maintain a compliant barrier is on the pool owner — you — not on us. We tell you before you buy.
Requirements converge closely across the country: a barrier of at least 1.2 m, a ground gap of no more than 100 mm, and a self-closing, self-latching gate. Several jurisdictions also require registration and/or inspection of the pool.
The exact rules, and any registration duty, are set by your state or territory. Check with your local council or state authority before you fill the pool.

And the part no fence replaces: children have drowned in portable swimming pools. Active adult supervision at all times, children within arm’s reach, never unsupervised in or around the pool.

9. Contact

Email us: contact@hippool.com — we answer within 48 hours, Monday to Friday.

Write to us: BME Consulting (Hippool), 113 rue Marietton, 69009 Lyon, France.

Related pages: Warranty · Terms of Sale