Warranties, Repairs & Call-Out Requests
This page provides an overview of the warranty periods applicable to our products and services, together with the process for logging a warranty-related call-out or requesting a quotation for an out-of-warranty repair. Please read the relevant warranty information carefully before submitting a form. Warranty cover depends on the item or service involved, the applicable warranty period, compliance with the relevant terms and conditions, and whether the account has been paid in full.
Warrantees, Repairs & Call-Out Requests
Important Warranty Information
Warranty Periods May Differ
Different products and services come with varying warranty periods. Please refer to the specific warranty category for accurate timeframes and coverage details.
Full Payment Required
Warranty coverage is only valid once full payment has been received for the product or service. Outstanding balances may void warranty claims.
Original Purchaser Only
Warranties are non-transferable and apply only to the original purchaser. Proof of purchase may be required when submitting a warranty claim.
Check the Correct Warranty Category
Ensure you are reviewing the correct warranty category for your product or service. Each category has specific terms, conditions, and exclusions.
Supporting Information May Be Required
When submitting a warranty claim, you may need to provide photos, documentation, or other supporting information to assist with the assessment process.
Assessment & Claim Review
All warranty claims are subject to assessment and review. BK Pools reserves the right to inspect the product or service before approving any claim.
Warranty Overview
Below is a general overview of our warranty categories. Warranty periods, terms, conditions and exclusions may differ depending on the item, product or service concerned. All warranties are subject to full payment having been received, correct installation, correct use, proper maintenance and the applicable warranty conditions.
Fibreglass Pool Shell
Warranty Period: 15-Year Structural Warranty
Our fibreglass pool shells carry a limited 15-year structural warranty. “Structurally sound” means the shell is capable of containing and holding water. In the event of a qualifying structural failure, the shell may be repaired so that it contains and holds water again.
This warranty does not cover cosmetic issues, surface wear, staining, fading, yellowing, roughness, hairline cracks, gel coat chips, blistering after the initial repair period, or damage caused by misuse, neglect, ground movement, chemical imbalance, incorrect installation, overheating or unauthorised alterations.
Important Note: The shell is designed to operate at a maximum water temperature of 29°C. Running the pool at sustained temperatures above this may cause the shell coat / gelcoat to default and may void warranty cover.
Pool Coat / Cosmetic Finish
Warranty Period:
Light Blue / White: 6-Month Limited Warranty
Dark Blue / Grey: No Colour Warranty
The cosmetic finish on Light Blue and White pool shells carries a limited 6-month warranty from installation. This cover does not extend to normal wear, staining, fading, discoloration, roughness, chemical damage or issues caused by poor water chemistry, misuse or environmental exposure.
Darker colours, including Dark Blue and Grey, do not carry a colour warranty. White streaking, blotching and visible colour variation may occur due to pigmentation and are not covered.
Important Note: Cosmetic and colour-related issues are treated separately from the structural shell warranty.
New Pool Installations / Workmanship
Warranty Period: 3-Year Workmanship Warranty
All new pool installations completed by BK Pools carry a 3-year workmanship warranty.
This warranty applies to installation workmanship only and does not override separate exclusions that apply to shell performance, site conditions, misuse, neglect, runoff water, overflow, ground movement, incorrect client instructions, lack of municipal approvals or client negligence.
Warranty cover only comes into effect once the account has been paid in full.
Concrete Pools
Warranty Period:
Concrete Shell: 5-Year Limited Structural Warranty
Pool Plaster: 2-Year Limited Warranty Against Structural Failure
Concrete pool shells carry a 5-year limited structural warranty to remain structurally sound and capable of containing and holding water.
Pool plaster carries a 2-year limited warranty against structural failure only. Hairline cracks, discoloration, staining and similar cosmetic issues are excluded unless specifically covered in writing.
Coping / Paving
Warranty Period: 1-Year Limited Warranty
Coping and paving carry a 1-year limited warranty.
This warranty does not cover movement caused by ground conditions, settlement, cracking due to external forces, site drainage issues, client damage, impact damage, colour variation, wear and tear, or damage caused by third parties or later alterations.
Plumbing
Warranty Period: 1-Year Limited Warranty
Pool plumbing carries a 1-year limited warranty.
This warranty applies to plumbing installed by BK Pools and does not cover damage caused by ground movement, external excavation, tree roots, third-party work, freezing, impact damage, blocked systems, poor water chemistry or unauthorised alterations.
Solar Water Heating Panels
Warranty Period:
Solar Panels: 5-Year Limited Warranty Solar
Plumbing (Pipes & Fittings): 1-Year Limited Warranty
Solar water heating panels carry a 5-year limited warranty. Solar plumbing, including pipes and fittings, carries a 1-year limited warranty.
Warranty cover is subject to correct installation, proper use, balanced pool water, normal operating conditions and the relevant supplier / manufacturer terms where applicable.
Heat Pumps
Warranty Period: 1-Year Manufacturer’s Warranty
Heat pumps normally carry a 1-year manufacturer’s warranty.
Final warranty terms may differ depending on the selected model and supplier and must be confirmed on the quotation. Warranty is subject to correct installation, correct electrical supply, proper water flow, balanced pool water, normal residential use and the applicable supplier / manufacturer conditions.
Pool Pumps
Warranty Period: 2-Year Manufacturer’s Warranty
Pool pumps carry a 2-year manufacturer’s warranty.
Final warranty terms may differ depending on the selected model and supplier and must be confirmed on the quotation.
Warranty is subject to supplier / manufacturer terms, proper installation, correct electrical supply, proper operation, balanced pool water and normal use. Damage caused by dry running, misuse, incorrect voltage, poor water conditions or unauthorised alterations is excluded.
Pool Sand Filters
Warranty Period: 2-Year Manufacturer’s Warranty
Pool sand filters carry a 2-year manufacturer’s warranty.
Final warranty terms may differ depending on the selected model and supplier and must be confirmed on the quotation.
Warranty is subject to supplier / manufacturer terms, proper installation, correct electrical supply, proper operation, balanced pool water and normal use. Damage caused by dry running, misuse, incorrect voltage, poor water conditions or unauthorised alterations is excluded.
Chlorinators
Warranty Period: 1-Year Manufacturer’s Warranty
Chlorinators carry a 1-year manufacturer’s warranty.
Warranty cover is subject to the supplier or manufacturer terms and conditions and excludes damage caused by incorrect water chemistry, poor maintenance, misuse, incorrect installation or unauthorised repairs.
Ratchet Pool Covers
Warranty Period:
PVC Material: 2-Year Limited Warranty
Hooks, Plates, Straps & Ratchets: 1-Year Limited Warranty
Workmanship: 1-Year Warranty
Ratchet pool covers carry separate warranty periods depending on the specific component.
Warranty cover excludes damage caused by pets, storms, high winds, incorrect handling, improper storage, chemical misuse, wear and tear, and any use outside the intended product purpose. Final warranty details remain subject to the selected product and quotation.
Pool Nets, Leaf Catcher Covers & Mesh Covers
Warranty Period: 1-Year Limited Warranty
Pool nets, leaf catcher covers and mesh covers carry a limited 1-year warranty, subject to the selected product, correct installation and normal intended use.
Warranty cover excludes damage caused by pets, storms, high winds, incorrect handling, improper storage, chemical misuse, wear and tear, and any use outside the intended product purpose. Final warranty details remain subject to the selected product and quotation.
Repairs
Warranty Period: As Stated on Final Invoice
Warranty on repair work is not fixed across all repair types and will be stated on the final invoice.
Clients should confirm the repair warranty period with the office before submitting a claim. Warranty cover depends on the specific repair completed, the condition of the pool and the surrounding components or systems.
Renovations
Warranty Period:
3-Year Workmanship Warranty
Mosaics: 1-Year Limited Warranty
Pool renovations carry a limited 3-year workmanship warranty unless otherwise stated in writing. Mosaic finishes carry a separate 1-year limited warranty.
The workmanship warranty applies to renovation workmanship only. The mosaic warranty applies only to the mosaic finish itself. These warranties do not cover issues arising from pre-existing structural problems, ground movement, poor maintenance, water chemistry imbalance, misuse, normal wear and tear, tile or mosaic damage caused by impact, or unauthorised alterations after handover.
Important Notes
This warranty overview is a general guide only and should be read together with your quotation, invoice, handover documents, supplier warranty terms and any applicable exclusions. If you are unsure which warranty category applies to your pool, product or service, please contact our office before submitting a claim.
General Warranty Exclusions
The following circumstances are not covered under any BK Pools warranty. Please review these exclusions carefully to ensure your warranty remains valid:
• Negligence, misuse, abuse, or improper use of the pool, product, or equipment.
• Poor pool maintenance or failure to carry out routine care.
• Incorrect water chemistry or chemical misuse, including overuse of chlorine, acid, or other pool chemicals.
• Darker pool colours may show fading, discolouration, surface variation, or cosmetic changes more readily than lighter colours and are therefore not covered as a cosmetic defect.
• Fibreglass pool shells are designed to operate at a maximum water temperature of 29°C. If the pool water is run at a constant or sustained temperature above 29°C, the gelcoat and surface finish may deteriorate, blister, or default due to osmosis or heat-related stress. Such damage is not covered under warranty.
• Any blistering, gelcoat failure, cosmetic deterioration, or related surface damage caused by excessive water temperature, overheating, or prolonged operation above the recommended maximum temperature is specifically excluded from warranty cover.
• Tampering, unauthorised alterations, or repair work carried out by others.
• Accidental damage or damage caused by external impact.
• Flooding, ground movement, soil movement, or other site-related causes beyond normal operating conditions.
• Allowing the water level to drop too low or allowing the pool to overflow.
• Emptying the pool without prior authorisation where this affects the structure, surface, or operation of the pool.
• External causes beyond normal operating conditions.
• Fair wear and tear, weathering, fading, staining, discoloration, or other cosmetic deterioration outside the applicable warranty terms.
• Damage caused by pets, storms, incorrect handling, or incorrect storage, where applicable to the relevant product.
• Issues arising from municipal, site, drainage, landscaping, or third-party building works not carried out by BK Pools.
• Damage caused by delayed reporting of a problem or failure to take reasonable steps to prevent further damage.
Before You Submit
Please have the following information and supporting documents ready before submitting your warranty or repair request.
✓ Original accepted quote
✓ ALL proof of payments
✓ Installation, handover or completion date
✓ Clear photos and/or video of the issue
✓ A short description of the problem
✓ Any previous communication relating to the issue, if applicable
Submitting complete information helps us assess your request faster and determine whether the matter falls within the applicable warranty period.
Warranty & Repair Requests
Still within Warranty?
If your item or service is still within the applicable warranty period, please complete the Warranty Call-Out Request Form.
IMPORTANT NOTES:
In-warranty site assessments are carried out at no charge, provided the issue is confirmed to be a valid warranty claim. If the issue is found not to be warranty-related, a call-out fee may apply.
Out of Warranty?
If your item or service is out of warranty, please complete the
Out-of-Warranty Quote Request Form.
IMPORTANT NOTES:
Out-of-warranty assessments are carried out for a fee. Please contact the office for the current call-out fee. The fee is payable before the site visit is arranged. If you accept the quotation for the repair, the call-out fee will be deducted from the repair amount payable.
Need help before submitting?
If you are unsure whether your item or service is still within warranty, or you need assistance before completing a form, please contact our office and our team will gladly assist.