Return Policy

Return Policy

 

At Poolshop.com, we strive to ensure customer satisfaction with every purchase. If you need to return an item, please follow our return process outlined below.

 

Return Categories and Conditions:

 

Returns Accepted

 

Under 30 Days - New Condition

  • The item must be in brand new, unused, and uninstalled condition.
  • Must include the original box, manuals, warranty card, paperwork, and all original parts/pieces.
  • A 15% restocking fee (minimum $10) will be applied.

 

Under 30 Days - Used but Complete Condition

  • The item was used a few times or attempted to be installed, but is still complete with all original packaging, manuals, and parts.
  • A 30% restocking fee (minimum $10) will be applied.

 

 

 

  Returns Not Accepted

 

  • If an item is used and missing the original box, manuals, or parts, it is not eligible for return.
  • If the item has been used or attempted to be installed, and it has been more than 30 days, it is not eligible for return.
  • If the item has been intentionally damaged or excessively worn, it cannot be returned.

 

 

 

Non-Returnable Items

 

The following items cannot be returned due to safety, hygiene, and manufacturer policies:

 

  • All Chemicals (Dry & Liquid)
  • Rails, Steps, Slides
  • Diving Boards, Stands, and Systems
  • Custom Pool & Spa Winter and Safety Covers
  • Custom Liners
  • Pool, Spa, or Deck Paint

 

 

 

Additional Return Restrictions

 

  • Warranties: All warranties are handled directly by the manufacturer. Poolshop.com does not provide product warranties but will assist in directing you to the correct manufacturer contact.
  • Product Images: Some product images on our website are generic stock photos. Returns cannot be accepted based on minor visual differences between the product and its image.
  • Shipping Issues: If your item arrives damaged, please contact us immediately via email. We will work to resolve the issue at no additional cost to you.
  • Freight Shipments: If an item shipped via freight is damaged upon arrival, you must refuse the delivery. If you accept the package, you are responsible for the product, and a return may not be accepted. Inspect all freight packages thoroughly before signing for delivery.

 

Once your return request has been submitted, our Returns Department will review and process your request within 1-3 business days. If approved, you will receive an RMA email with further instructions. Once the returned item arrives at our warehouse, it will be inspected within 1-3 business days to verify its condition before processing a refund or exchange.

Refunds may take 2-7 business days to appear in your account, depending on your credit card provider.

 

  • Note: A $7.95 handling fee applies to all orders under $100 and is non-refundable upon return. The customer is responsible for the original shipping cost and the return shipping cost.

 

For any questions regarding returns, please contact our Customer Care Team before submitting a request. We are here to help!