Refund policy
Return Window
You have 30 days from the date your order is delivered to request a return. Requests submitted after day 30 cannot be authorized.
Installed Equipment Cannot Be Returned
Pool and spa equipment that has been installed, plumbed, wired, powered on, or put into service is not eligible for return under any circumstances. This includes heaters, pumps, filters, salt chlorine generators, cells, and controllers.
Once a unit has been installed, all technical support and warranty service is handled directly by the manufacturer. If you send back an installed unit, no refund will be issued and you will be responsible for return freight if you want the item shipped back to you.
Please confirm fitment, voltage, gas type, flow requirements, and model compatibility before installation. We are glad to help you verify any of this in advance — reach us at sales@poolsupply4u.com or +1 520-231-2505.
Condition Requirements
To qualify for a refund, the item must be:
- Unused and in the same condition you received it
- In the original manufacturer packaging, undamaged and unmarked
- Complete with all manuals, hardware, unions, fittings, sensors, and accessories
- Accompanied by your order number or proof of purchase
Do not tape, write on, or affix shipping labels directly to the manufacturer's box. Cartons that cannot be resold are subject to a reduced refund.
How to Start a Return
Email sales@poolsupply4u.com with your order number and the reason for the return. We will review the request and, if approved, issue a Return Merchandise Authorization (RMA) number along with return instructions and the correct return address.
Shipments sent back without an RMA will be refused or held without refund.
Shipping Charges on Returns
When the return is your choice, shipping costs are not refundable. This covers situations such as ordering the wrong model, changing your mind, no longer needing the item, or a compatibility issue you discovered after ordering.
For these returns we deduct from your refund:
- The actual outbound shipping cost we paid — including on orders that shipped under a free-shipping promotion, where that freight cost was absorbed by us rather than billed to you, and
- The cost of return freight, if we provide the return label.
Heaters, large filters, and other oversized or palletized items carry substantially higher freight costs than small parcels. Deductions reflect what the carrier actually charged, and on freight items this can be significant.
Refused deliveries and shipments returned as undeliverable are handled as buyer-initiated returns and carry both outbound and return freight deductions.
When the fault is ours, we pay shipping in both directions. This applies if we shipped the wrong item, the item arrived damaged, or the unit is defective out of the box.
Damaged Shipments and Freight Claims
Inspect every delivery before the driver leaves.
- Note any damage on the carrier's delivery receipt before signing. A clean signature makes freight claims very difficult to win.
- Photograph the packaging and the item before and during unpacking.
- Report freight damage to us within 48 hours of delivery at sales@poolsupply4u.com.
- Report concealed damage, shortages, or wrong items within 48 hours of delivery.
We will work the claim with the carrier and get you a replacement or refund.
Non-Returnable Items
We cannot accept returns on:
- Installed or used equipment (see above)
- Chemicals, including chlorine, acids, algaecides, and balancers
- Special-order, made-to-order, or custom-configured items
- Cut goods sold by the foot, such as hose, tubing, and cable
- Clearance, closeout, and final-sale items
- Gift cards
- Hazardous materials, flammable liquids, and compressed gases
Warranty Claims
Manufacturer warranties on Pentair, Hayward, Jandy, and Siemens equipment are administered by the manufacturer, not by PoolSupply4U. Warranty terms, coverage periods, and registration requirements are set by each manufacturer, and many require installation by a licensed professional for coverage to apply.
A warranty claim is separate from a return. If your equipment fails after installation, contact the manufacturer directly or reach out to us and we will point you to the right service channel.
Exchanges
We do not process direct exchanges. The fastest route is to request a return on the item you have and place a new order for the item you want, so the replacement ships immediately rather than waiting on the return to clear inspection.
Cancellations
Orders can be cancelled at no charge any time before they ship. Once an order has been picked up by the carrier — particularly a freight shipment — it is treated as a buyer-initiated return and the shipping deductions above apply.
Refunds
Once your return arrives, we inspect it and notify you whether the refund was approved. Approved refunds are issued to the original payment method within 10 business days, less any shipping or restocking deductions described above.
Your bank or card issuer may take additional time to post the credit to your statement.
If more than 15 business days have passed since we approved your refund and you have not seen it, contact us at sales@poolsupply4u.com.
Questions
PoolSupply4U sales@poolsupply4u.com · +1 520-231-2505