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iCool-certified Repairs
To get iCool-certified repairs from our iCool Head Office in QLD,
Australia, simply send your product to us and we'll assess the
issue for you.
Cost
All freight costs will be at your charge (except return freight for
approved warranty claims).
Once we have received the product, we will inspect your product
usually the same day depending on staff availability and send
you a Repair Estimate.
In some cases, a repair might be covered by the iCool Standard
One-Year warranty. There's no charge if the issue is covered
under warranty.
Time of Repair
We always do our best to offer same-day service however if our
technician needs more time, you'll be notified.
How to send it?
Safely pack the unit, and if possible, use the original packaging
to avoid any transport damage. Make sure to attach a copy of
your previously emailed Support Request Form with your unit
and that all information has been provided, including contact
details.
Packaging Hack: the biggest your package will be, the more
expensive it will be to ship, amake sure to pack it as small as
possible :)
International returns: your freight company may ask for the value
of the item to send it to Australia. To avoid having to pay duties
again on your product, we recommend setting it to a maximum
of $100 and making sure to note that it is being returned for
REPAIR only and that will be re-exported following the repair.
This should avoid import duty both in Australia and in your
country.
Once packed, send unit to:
iCool Support
125 Olympic Circuit, Southport,
4215 QLD Australia
Support Request Form
Customer Name/Last Name:
Phone Number:
Email address:
Street Address:
Product Model/Name:
Serial Number:
Retailer - Country and Name:
Date and Proof of Purchase:
Description of the issue:
Images of the issue:
A copy of the original invoice is required for all
Warranty Claims.
Please be as detailed as you can as it will help us to find
a personalised solution to your problem. Ex: when did
the issue started, any noises, context of the situation,
has it been occurring consistently, have you tried any
solutions on your own.
Please also provide images of the entire set up, pool
and screen.
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