HELP CENTRE
Frequently asked questions
Any questions? We have the answers.
Orders & Payment
What payment methods do you accept?
You can pay securely online with major credit and debit cards (Visa, Mastercard, American Express) and PayPal. Card details are handled by the payment provider and are never stored on our website.
Are your prices in Australian dollars and do they include GST?
Yes. All prices are in Australian dollars (AUD) and include GST. Delivery charges, where applicable, are calculated at checkout.
Do I need an account to place an order?
No, you can check out as a guest. Creating an account lets you view your orders, save your details for next time and keep a wishlist.
When is my order confirmed?
Your order is accepted once we send you an order confirmation email.
Can I cancel or change my order?
Orders can be cancelled before dispatch by contacting us. Once an order has been dispatched, cancellation may no longer be possible.
Can you get a product that isn’t listed on the website?
Yes. We stock and can source far more than what is shown online. Request a quote with the make and model. Please note that special-order items are generally non-returnable.
Shipping & Delivery
Where do you deliver?
We deliver throughout Perth and Western Australia. For other locations, please contact us before ordering.
How much does delivery cost?
For WA postcodes up to 6699, delivery is free on orders of $99 or more and $19 on orders under $99. Postcodes 6700 and above have a $35 delivery fee. Pool covers and rollers are $35 flat rate across WA. Bulky items such as sand filters may cost more, and we will confirm this before dispatch. All prices include GST, and the delivery charge is shown at checkout before you pay.
How quickly will my order be dispatched?
Orders placed before 2:00 PM AWST are generally dispatched the same business day, subject to stock availability.
How will my order be delivered?
Most orders are shipped via postal courier, and tracking details are emailed once your order has been dispatched. Oversized items, including certain sand filters, are delivered via dedicated courier. Specialty pool covers and rollers are manufactured locally and shipped directly from our supplier: 2–3 business days production, then 1–3 business days metro delivery (regional: an additional 5–7 business days).
Can I track my order?
Yes. Tracking details are emailed to you once your order has been shipped.
Do I need to be home to sign for my delivery?
Orders are normally delivered with a signature requirement. If nobody is available, a card is left so you can collect the parcel from the nominated post office. If you choose a safe drop, you accept responsibility for the parcel once it has been delivered.
Returns & Refunds
Can I return an item if I change my mind?
Change-of-mind returns are accepted within 30 days of purchase. A 30% restocking fee applies, and the item must be unused, in original resaleable condition, with its original packaging, accessories, proof of purchase and a Return Authorisation Number (RAN).
How do I return a product?
Request a Return Authorisation Number (RAN) through our contact form with your name, phone, product, order number and reason for return. RANs are issued by email. Pack the item securely with all accessories and proof of purchase, address it to “Attn: Returns – [RAN], Clearpoint Pool Services”, and use a trackable service.
When will I receive my refund?
Once your return has been received and inspected, we will email you. Approved refunds are processed within 14 days to the original payment method. If you have not received it after 14 days, contact us and we aim to respond within 3 business days.
Who pays for return shipping?
For change-of-mind returns, return shipping is the customer’s responsibility and is non-refundable. Where applicable, it may be deducted from the refund.
Can I return sale or special-order items?
Sale items are non-refundable and special-order items (sourced at your request) are generally non-returnable, unless required by law.
Do you offer exchanges?
We do not offer exchanges for change-of-mind purchases. Defective products can be submitted for a warranty assessment.
What if my item arrives faulty or damaged?
Please contact us as soon as possible with details and photos. We will work with you to resolve it in line with Australian Consumer Law. None of our policies limit your rights under that law.
Read the full Purchase & Returns policy → Terms & Conditions →
Warranty
Are your products covered by warranty?
Many products carry a manufacturer’s warranty, and we supply products backed by local Western Australian warranties. Warranty terms vary by product and manufacturer; check the product page or ask us. Your rights under Australian Consumer Law always apply.
How do I make a warranty claim?
Fill in our warranty claim form with the product, purchase date and a description of the problem, and attach your proof of purchase and any photos. We assess the claim and, where applicable, refer it to the manufacturer.
What do I need for a warranty claim?
Your proof of purchase (receipt or invoice), the product name or model, the purchase date and a clear description of the fault. Photos help us assess it faster.
Should I send the product to the manufacturer?
No. Please send products to Clearpoint Pool Services, not directly to the manufacturer.
How long is the warranty on a heat pump?
It depends on the brand and model. For example, Sensaheat heat pumps list 25 years on the heat exchanger, 5 years on the compressor, 2 years on parts and 1 year on-site labour. See each product page for its warranty.
What warranty comes with a Daisy solar pool cover?
The manufacturer’s pro-rata warranty depends on the model: 250B has 3 years; 350i and 400B have 5 years; and the 525B, 525TB, 525TG and 525TC UltraDome range has 10 years. Conditions and exclusions apply. Your rights under Australian Consumer Law also continue to apply.
Are pool cover rollers covered by warranty?
Yes. The manufacturer provides different warranty periods for different roller ranges. Selected 5 Star mechanical rollers have a 10-year pro-rata warranty, while selected UTC rollers have a 5-year pro-rata warranty. Powered parts and other models may have different cover, so check the warranty for the exact roller purchased.
How do I make a pool cover or roller warranty claim?
Keep your invoice or receipt showing the product and date of purchase. You will also need the pool or roller size, a short description of the problem, and at least four clear photos showing both the affected area and the full product. Contact us with these details so we can help you identify the appropriate claim process.
Lodge a warranty claim → Warranty terms (Terms & Conditions, section 6) →
Maintenance Plans & Services
What pool maintenance plans do you offer?
Essential Care ($99/month), Premium Maintenance ($149/month), Premium Plus ($199/month) and custom Commercial plans. Compare the plans.
Do you service commercial pools?
Yes. Commercial plans for businesses, resorts, gyms and community pools offer daily, weekly or monthly service, safety compliance and scheduling that minimises disruption.
Do you offer mobile water testing?
Yes. Our team comes to you with an accurate spin-disc testing system and gives tailored advice for your pool.
Do you install equipment?
Yes, quality installations are available in all Perth suburbs. Ask us for a quote.
How do I book a service or plan?
Send us an enquiry and choose “Pool maintenance plan” or “Equipment service / repair”, or call us on 0414 524 071.
Pool Maintenance & Troubleshooting
How often should I clean my pool?
The ideal cleaning frequency depends on how often you swim and how much debris enters the pool. If leaves and debris are heavy, check the skimmer and pump baskets daily. Vacuuming and brushing tiles weekly can help prevent build-up. Clean or backwash the filter when needed for its type, including when the filter pressure indicates that cleaning is due.
How long should you run your pool pump each day?
Pump running time depends on your pool volume and the flow rate of your pump. You can estimate the time needed to circulate the pool water by multiplying the pump’s litres-per-minute flow rate by 60 to get litres per hour, then dividing your pool volume by that figure. Around 8–10 hours a day is a general starting guide, but your pool and equipment may need a different setting.
Pool Cleaners
What types of automatic pool cleaners are available?
The three main options are suction, pressure and robotic pool cleaners. Each removes debris differently, so the best choice depends on the amount and type of debris in your pool, your existing equipment and your budget. We can help you compare options for your pool.
How does a suction pool cleaner work?
A suction cleaner connects to your skimmer box and works while the pool pump is running. It travels around the pool collecting dirt and debris through suction, directing the debris into the pool’s filtration and collection system.
When is a suction cleaner a good choice?
A suction cleaner is worth considering if your pool does not regularly collect heavy leaves or large debris. It is often a more budget-friendly option to install than a pressure cleaner. We can help check whether your pool’s set-up is suitable.
How does a pressure pool cleaner work?
A pressure cleaner uses water pressure from the main pump or a dedicated booster pump to move around the pool. It collects debris in its own bag rather than directing it into the pool filter or pump basket.
What type of cleaner is suited to heavy leaves and gumnuts?
A pressure cleaner is a strong option for pools that collect heavier debris, such as leaves, twigs and gumnuts. Its collection bag helps keep larger debris out of your pool’s filtration system. The right cleaner still depends on your pool’s plumbing and existing equipment.
What are the benefits of a robotic pool cleaner?
A robotic cleaner is a self-contained option with its own motor and internal debris collection bag or cartridge. It operates separately from your pool’s pump and filter and is designed to provide a thorough clean. It can be worth considering if convenience and cleaning performance are your priorities.
Does a robotic pool cleaner need my filtration pump to operate?
No. A robotic pool cleaner uses its own motor and collects dirt and debris inside the cleaner, so it operates independently of the main pool pump and filter.
How do I choose between suction, pressure and robotic cleaners?
Consider what falls into your pool, whether you already have plumbing suitable for a pressure cleaner, how much you want to spend and how you prefer to manage cleaning. Suction models can suit lighter debris, pressure models handle heavier leaf litter, and robotic models clean independently of the filtration system. Ask us for help narrowing down the options.
Pool Equipment & Filtration
What equipment does a swimming pool need to keep the water clean?
Your pool’s main circulation and water-treatment equipment typically includes a pump, filter and chlorinator or other sanitising system. A heater may also be fitted. These components work together to circulate water, remove debris and distribute sanitiser.
What does a swimming pool pump do?
The pool pump circulates water through the filtration system. Where fitted, it also moves water through heating and other connected equipment, helping the pool stay filtered and the treatment chemicals circulate.
What is the advantage of a variable-speed pool pump?
A variable-speed pump can operate at lower speeds when full flow is not needed. This can reduce electricity use compared with running a single-speed pump at full output. We can help you consider a pump suited to your filtration requirements.
What does a pool filter remove?
Your pool filter captures particles such as dirt, hair, sand and fine debris as water passes through its filter medium. Filtration helps keep the water clear, but sanitising the water is a separate job.
What is the difference between sand, cartridge and DE pool filters?
Sand filters are widely used and relatively straightforward to maintain. Cartridge filters are popular and do not require backwashing. Diatomaceous earth (DE) filters can capture very fine particles for high-quality filtration. We can help compare the options with your pump and pool needs in mind.
Does a cartridge pool filter need backwashing?
No. Unlike a sand filter, a cartridge filter does not require backwashing. The cartridge still needs cleaning as part of regular filter maintenance.
How do I choose the correct filter for my pool pump?
The filter must suit the water flow delivered by your pump. Before choosing a replacement, check the pump and filter specifications together. If you send us the model details, we can help you identify compatible options.
Does a pool filter remove bacteria and sanitise the water?
No. A filter removes dirt and particles, but it does not replace pool sanitisation. Your pool also needs appropriately managed water chemistry and a working sanitising system.
What does a pool chlorinator do?
A chlorinator is part of the pool’s water-treatment system. Its role is to provide the sanitising agent needed to help keep pool water properly treated. The method depends on the type of chlorinator fitted.
How does a saltwater chlorinator work?
A saltwater chlorinator uses salt-based technology to generate chlorine for sanitising the pool water. It is different from systems that require chlorine tablets or liquid chlorine to be replenished manually.
What is the skimmer box used for?
The skimmer is designed to collect floating debris into a basket as water is drawn towards the pump and filtration system. Keeping the basket clear helps prevent debris from obstructing circulation.
Pool Water Chemistry
What does balanced swimming pool water mean?
Balanced water has the right relationship between its dissolved minerals and chemical levels, rather than being over- or under-saturated. Good pool care combines balanced chemistry with effective filtration and circulation.
What should I test when checking my pool water?
The main checks are pH, chlorine, total alkalinity and calcium hardness. Outdoor chlorine pools should also be checked for cyanuric acid. Regular testing helps you decide whether your water treatment needs adjusting.
What are common target ranges for swimming pool water?
As a general pool-care guide, aim for chlorine at 1–3 ppm, pH at 7.4–7.6, total alkalinity at 80–100 ppm and calcium hardness at 200–400 ppm. These are general reference ranges, not a substitute for the requirements of your pool finish, equipment and treatment system. Contact us if you would like help interpreting your water-test results.
Should I test cyanuric acid in an outdoor chlorine pool?
Yes. Cyanuric acid is one of the additional checks recommended for outdoor swimming pools that use chlorine. Include it with your usual chlorine, pH, alkalinity and hardness testing.
Pool Heating
Can heating help me use my swimming pool for more months of the year?
Yes. Pool heating can extend the time you can comfortably use your pool beyond the warmer months. Gas, electric heat-pump and solar systems provide different ways to warm pool water.
What is a comfortable swimming pool temperature?
A commonly suggested range for a residential pool is around 24–28°C. Your preferred temperature may depend on how and when you use the pool.
What types of pool heating can I choose from?
Common options include electric heat pumps, gas heaters and roof-mounted solar pool heating. Each works differently, so the best choice depends on your heating goals and property.
How does a swimming pool heat pump work?
A pool heat pump takes heat from the surrounding air and transfers that heat to the pool water. Heat pumps are designed to heat water efficiently, although their suitability depends on the conditions and how you plan to use the pool.
What is the advantage of a gas pool heater?
Gas pool heaters can warm the water relatively quickly and perform consistently across different weather conditions. This may be attractive when faster warm-up is a priority. We can help you compare the available heating approaches.
How does roof-mounted solar pool heating work?
Solar pool heating circulates pool water through tubes or collectors mounted on the roof. Sunlight warms the water before it returns to the pool. Performance depends on the available sunlight and suitable roof space.
What should I consider before choosing solar pool heating?
Solar heating uses the sun as its heat source, helping keep running-energy costs low. It needs space for roof collectors and relies on good weather, so performance can be limited in cooler or overcast periods. The initial system cost should also be considered.
How do I choose a heating system for my pool?
Start with when you want to swim and how quickly you want the pool to warm up. Heat pumps use heat from the air, gas heaters offer faster warm-up, and solar heating depends on sunshine and available roof space. We can help you compare suitable options for your pool.
Winter Pool Care
How should I prepare my pool for winter?
Begin by clearing leaves and debris, cleaning the filter and checking the water balance. Inspect the pump and chlorinator, adjust the treatment for reduced winter use and continue monitoring the pool. A pool cover helps with debris but does not replace routine care.
Why should I clear leaves and sticks out before winter?
Leaves and sticks left sitting in the pool for a long time may stain the pool surface. Remove debris from the water and empty the skimmer and pump baskets before reducing your maintenance routine.
Do I need to clean my pool filter before winter?
Yes. Check the filter and clean it using the method recommended for your filter type. Sand and other backwashable systems may require backwashing, while a cartridge filter can be removed and rinsed clean. Follow the filter and cleaner instructions.
Should I check my pool water chemistry before winter?
Yes. Test the water and correct any imbalance before settling into a reduced-use routine. Depending on the test results, additional treatment may be needed. Keeping the water balanced helps you avoid problems when swimming season returns.
Should I keep my pump and chlorinator running in winter?
Yes, your pool still needs circulation and sanitising during winter. The supplied winter-care guidance suggests around 2–3 hours of running time per day as a starting point, with chlorinator output adjusted according to chlorine readings. Check your equipment instructions and water results rather than treating one setting as suitable for every pool.
How often should I test my pool water in winter?
As a practical winter-care routine, check your pool water chemistry about every two weeks. Also watch the water level, clear skimmer baskets and check the filter pressure gauge to see whether cleaning is needed.
Should I leave my automatic pool cleaner in the pool over winter?
If you are not using the cleaner, removing it from the water during winter can help avoid unnecessary deterioration. Continue clearing the skimmer baskets and monitoring the pool even when the cleaner is stored.
Pool Covers
Why should I use a pool cover?
A well-fitted solar pool cover helps reduce water evaporation and heat loss, keeps some leaves and dirt out of the water and can reduce the amount of pool chemicals lost to the air. It is a practical way to keep your pool more comfortable and reduce routine upkeep.
Will a solar pool cover make my pool warmer?
Yes. A solar bubble cover lets sunlight warm the water and helps slow heat loss when the temperature drops. The result depends on sunshine, weather and how consistently the cover is used.
Will a pool cover help reduce chlorine loss?
Covering the water limits evaporation and the escape of some pool chemicals. Your pool’s chemical needs may change once it is covered, so continue to test and balance the water rather than assuming the same chlorine settings will always suit.
How do I take a water sample when the cover is on?
Lift back part of the cover and take your sample from about elbow depth below the surface. This gives a more representative sample than collecting water from immediately beneath the cover.
Will a pool cover keep leaves and dirt out of the pool?
It helps. Leaves and dirt often land on the cover instead of sinking into the water. Remove the debris from the surface before rolling the cover back so less of it ends up in the pool.
What is the difference between a solar pool cover and a leaf cover?
A solar bubble cover is designed to retain warmth and reduce evaporation. A WinterKleen leaf cover is a fitted mesh cover designed mainly to intercept leaves and garden debris, while allowing water through. They serve different purposes and can be used together when suitable.
Which side of a solar bubble cover faces the water?
Place the cover on the pool with the bubbles facing down into the water and the smooth, flat surface facing up.
Can I run my pool cleaner while the cover is on?
Yes. Suction, pressure and robotic pool cleaners can operate underneath a solar pool cover. Always follow the operating instructions for your particular cleaner.
Can I swim with the pool cover partly in place?
No. Remove the pool cover completely before anyone enters the water.
Is a solar pool cover a safety cover?
No. A solar pool cover is not designed to support the weight of a child, adult or pet. It does not replace a compliant pool barrier, gate or active supervision.
How do I measure my pool for a new cover?
Measure the maximum length and width at the waterline, then measure any steps, swim-outs or projecting sections separately. Note the pool shape and any unusual features. For a curved or irregular pool, a clear sketch and photos help us work out the suitable cover shape.
What counts as a step area when ordering a pool cover?
A step area is a section that projects beyond the main body of the pool. It might contain steps, a swim-out or a spa section. These parts are identified and measured separately when the cover is made.
Can I get a pool cover for a kidney-shaped or irregular pool?
Yes, many curved and unusually shaped pools can be covered. The cover and roller arrangement may need to be adjusted to make everyday use manageable. Send us the pool measurements and photos so we can help you check the options.
Does the cover need to reach every corner of the pool?
Not always. On pools with awkward steps or obstructions, leaving a small section uncovered may make the cover much easier to handle. The uncovered area will still lose heat and water through evaporation, so we aim for a practical balance.
What is the difference between a waterline cut and an upturn cut?
A waterline cut follows the pool’s normal water edge and sits neatly on the surface. An upturn cut leaves a small edge rising towards the coping, which can help catch debris and allow for some natural settling. The appropriate finish depends on the cover type and pool shape.
Why does my pre-cut pool cover not fit perfectly?
Pre-cut covers are based on measurements of particular pool shell designs. Small differences can arise after a pool is installed or if the shell mould changes. Minor variations in the edge or upturn do not necessarily affect how the cover works.
Can a solar pool cover be trimmed to fit my pool?
Yes, where the product is supplied for on-site fitting. Float the cover bubble-side-down on the pool and use the pool edge as a guide, following the fitting instructions before cutting. Trim carefully: once material is removed, it cannot be put back.
Why does my new pool cover have wrinkles or creases?
Some creases can occur during packing and manufacture. They generally ease as the cover settles into place. Light wrinkling alone does not mean the cover is faulty or that its performance is reduced.
Do I need a roller for my pool cover?
A roller is not essential, but it makes a large pool cover much easier to remove, replace and store. It also provides a convenient way to protect the cover with a suitable UV over-cover whenever it is off the pool.
Should the cover wind over or under the roller?
The cover should wind over the top of the roller tube, not underneath. Correct winding helps the cover come off the water and roll evenly.
Why does my pool cover roll up crooked or feel difficult to wind?
First check that the roller sits square to the pool, that the attachment cords pull evenly and that the cover goes over the top of the tube. Step areas may need folding before winding. On some pool shapes the roller needs to sit at the pool end or partly over the water.
How should I handle steps when choosing a pool roller?
A roller may be sized for the main swimming area, with the step section folded over or handled separately, or it may be wide enough to take both sections flat. Large folded step areas can make the roll uneven, so confirm the layout before ordering.
How do I store a solar pool cover if I don’t have a roller?
Carefully fold the cover in a concertina pattern, ideally with two people, and store it in complete shade. Do not leave it folded in direct or partial sunlight, including under shade cloth, where heat can build up between the layers.
Can I leave my pool cover rolled up in the sun?
Never leave a solar pool cover exposed on its roller without the protective UV over-cover. Fit the over-cover every time the pool cover is rolled up, even for a short swim or cleaning session. Sunlight can cause permanent heat damage while the layers are stacked together.
What is roller burn and how can I prevent it?
Roller burn is heat damage that can leave horizontal lines, distortion or shrinkage across a solar pool cover. It happens when sunlight reaches the layers of a cover stored on a roller. Use a sound UV-protective over-cover every time the pool cover is rolled up.
What should I do with my pool cover on a very hot day?
When removing the cover, protect it immediately with the roller’s UV over-cover, and keep folded covers in complete shade. Heat can build rapidly inside exposed layers even when the cover is only off the pool for a short time.
What if the pool gets too warm under the cover?
If the water becomes uncomfortably warm, take the cover off overnight to allow some heat to escape. Keep the removed cover properly protected while it is off the pool.
When should I run the pump if I use a solar cover?
Running the pump during the warmer part of the day helps circulate the water heated near the surface and distribute sanitiser more evenly. Keep your filtration schedule appropriate for your pool and equipment.
Should I remove the cover when shock-chlorinating?
Yes. Keep the solar cover off the pool while chlorine levels are very high. Only replace it when the water has returned to the recommended sanitiser range. Excessively strong chlorine can damage the cover material.
Can too much chlorine damage a solar pool cover?
Yes. Prolonged or excessive chlorine exposure can speed up deterioration of the plastic bubbles. Check sanitiser levels regularly and correct any imbalance rather than leaving the cover on heavily chlorinated water.
Why does my pool cover blow off in the wind?
Wind can lift a cover if air gets underneath it. Common causes include a cover that is not fitted to the pool shape, an upturned edge sitting above the coping, a cover that has shifted sideways, or a water level raised by heavy rain. Check the fit and water level before making adjustments.
Why does my pool cover keep drifting to one side?
On a curved pool, an upturned edge on the inside bend may push the cover sideways. Return jets aimed towards the surface can also move it. Check the source of the movement before trimming the cover or adjusting the jets.
Why are bubbles breaking off the underside of my cover?
Bubble material eventually ages with exposure to sunlight, heat and pool chemicals. Chlorine levels that are too high can accelerate this process. If the cover is deteriorating sooner than expected, keep your purchase details and photos so the issue can be assessed.
Why are the layers of my solar pool cover separating?
Separation of the flat and bubble layers is called delamination. It may occur after overheating when a cover is left exposed on a roller, although a material fault is another possible cause. Check for signs of heat damage and take clear photos before seeking an assessment.
Is condensation inside the cover bubbles normal?
Yes. Small amounts of water vapour can enter the bubbles and condense when temperatures change. This type of moisture is normal and does not by itself reduce the cover’s performance or lifespan.
What if a bubble on my cover is punctured?
A small puncture does not necessarily make the whole solar cover unusable. Check whether it is isolated or part of wider wear or damage, and avoid dragging the cover across sharp or rough edges. Moisture inside an otherwise intact bubble can also be normal condensation.
Will a small hole or tear ruin my solar pool cover?
Not necessarily. A small tear is often mainly cosmetic, although it can allow water onto the top of the cover. Suitable self-adhesive repair patches can seal many small holes or tears. Follow the patch instructions and check whether any larger damage needs assessment.
Why is my pool turning green even though it is covered?
A pool cover does not replace correct water treatment. Green water usually indicates algae, which can develop when sanitiser is too low and conditions such as warm water or phosphates favour growth. Test the water and correct the imbalance before relying on the cover again.
What if the welded seams on my pool cover start separating?
Welded seams normally form part of the finished cover. If a seam starts opening, photograph the affected area and contact us with your purchase details so we can help arrange an assessment of the product.
What is UltraDome bubble technology?
UltraDome is the bubble profile used in selected Daisy solar pool covers. The air held in the bubbles helps form an insulating layer across the water, reducing heat loss. Product thicknesses and warranty periods vary by model.
Account & Website
How do I reset my password?
Go to My Account → Lost password, enter your email and we will send you a reset link.
How does the wishlist work?
Tap the heart on any product to save it. Your saved items are on the Wishlist page, linked from the heart icon at the top of every page.
How do you protect my personal information?
We only use your details to process orders and respond to enquiries, and payments are handled by our secure payment providers. See our privacy policy.
NEED MORE HELP?
Can’t find your answer?
Our team is happy to help with product advice, orders and pool care questions.