Refund policy

RETURN/REFUND/CANCELLATION/DAMAGE POLICY:

Return window:
Order must be less than 30 days old to be returnable. Return window starts at the date of receipt of order. An RMA must be requested within this 30-day period. Once an RMA has been issued it is valid for 30 days.

Return method:
Once our warehouse receives and verifies that the item is in new and saleable condition, a refund will be processed. This process is usually complete within 7-10 business days of its arrival back to us. We will then issue a refund to your payment method minus any restocking or shipping fees (if applicable.)

Restocking / processing fees:
We have the right to charge up to a 25% restocking/processing fee on returned/cancelled product. This is the fee charged to us and must be passed on to the consumer. We understand this is frustrating for some people and we will work on your behalf to fight the restocking fees.

Responsibility for return shipping costs:
Customer is responsible for paying return shipping costs.

Wrong product shipped:
If Pool Goods has shipped you the wrong product by our mistake please contact us as soon as possible. We will promptly refund you in full or exchange it for the right product after we receive the incorrect product. We will pay for the return shipping on any items that we've sent incorrectly. If the wrong product was ordered by the customer, it is the customer’s responsibility to request an RMA#, pay for the return shipping, and accept the restocking fee that is associated with the product.

Products damaged in transit:
While it is unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the pallet and boxes to check for concealed freight damage. DO NOT SIGN FOR THE PRODUCT WITHOUT INSPECTING THE PRODUCT THOURUGLY. Typically, once you sign at delivery it relinquishes the freight companies’ responsibility for the product damage.  It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Please clearly notate on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply us with a copy of that paperwork. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage". Please contact us so we can get you a replacement or find a solution for the damage to be repaired. If concealed damage is later discovered, please notify the carrier as quickly as possible (within 24 hours) and follow up with them via written notice. Hold the container and product for inspection in as close to the same condition as it was when delivered.

Products that do not qualify for return:
Some products will not qualify for return to Pool Goods. Any product(s) that have been installed and/or used cannot be returned unless Pool Goods has received prior consent from the product's manufacture. Each case will be handled individually in this instance.

It is not possible for Pool Goods to have full knowledge or complete details of your Pool/Spa system, etc. We cannot assume and therefore we cannot accept responsibility for merchandise that is not compatible or does not function with your system(s). We always recommend that the buyer contact us to make sure the product will work in their environment. If we cannot 100% confirm we will reach out to the manufacturer to confirm.  

Self Serve Returns:

Log in to your account to mange your orders & returns

We do NOT accept returns on above ground pools, Inground Pools, Spa Covers, pool liners, safety covers, opened/used product, custom ordered items, and Hazmat/Limited quantity products that require limited quantity considerations.

**We will NOT refund you any shipping expenses on your original order**

 

Want to Cancel your order?

Please email info@poolgoods.com with your order # in the subject line and in the body request cancellation. We take extreme amount of pride in same day shipping. The order is not canceled unless we email you back confirming the order is canceled.

 

Want to return your order? Please request an RMA (below)

Requesting an RMA: 
Please request an RMA @ info@poolgoods.com providing us with your order # and contact info. If we approve the return per our policys we will then issue an RMA number. You will need to write the RMA # on the shipping papers. After we authorize your RMA you have 30 days from the date we issue the RMA to return the product back to us. At the end of the 30-day window if we do not receive the product in new or like new package we will cancel the RMA#.  

Products shipped by freight carrier:
Returns, defective or otherwise, which were originally shipped by freight truck must also be returned via freight truck at customer's expense (Palletized or oversized product typically.) A product that was delivered by freight truck but shipped back another way will be refused and all costs will be the responsibility of our customer.

 

Warranty Information

Most products purchased from Pool Goods are subject to the manufacturer's warranty. All warranty claims need to be handled directly with the manufacturer. We do not accept returns on damaged or malfunctioning products that are covered by the manufacturer's policy. 

Manufacturer Warranty Information

Hayward

Maytronics

Raypak

Jandy

Pentair

Solaxx

Zodiac

Rheem

Polaris