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Return and Exchange Policy

Customer satisfaction is our top priority. To achieve this goal, we work with customers before shipping to establish the correct equipment is being ordered. Please see our Disclaimer Policy for any assumptions the customer may make.

If your package has not been delivered yet and you wish to cancel your order, please see the cancellation process in our order cancellation policy.

Returns due to our mistake:
I
f we make a mistake and ship the incorrect items, we will offer a 100% refund upon return of the wrong item within 30 days of invoice date subject to merchandise being in saleable condition as described below. In addition we will ship replacement merchandise at once. Please make certain your understand what you are buying before expecting a full refund.

Returns due to Customer mistake:
Due to our deeply discounted prices, if customers want to return products as a result of their mistake or simply because they do not "like" the product, the return will be subject to a 25% restocking fee, and the item must be in saleable condition as described below. Furthermore, if we were supplied a bad address or the package was not accepted at delivery, all shipping charges incurred by us to and from the delivery location will be the responsibility of the buyer. Any shipping charges whether invoiced to customer or disguised as Free Delivery originally incurred by Swimming Pool Wholesale Warehouse will be deducted from any returns. Therefore, i
f items are returned, you must pay for shipping - including reimbursement for any free shipping. Handling charges (normally $5) are not eligible for reimbursement when the part was ordered by mistake of the customer. If sales tax was added to your order, and the item is not returned to the shipping location, then sales tax will not be reimbursed.

Return Exceptions:
Certain individual products are ineligible for return, as noted on their website pages. Also, merchandise that has been special ordered and not normally stocked by us will not be eligible for return or refund.

SALEABLE CONDITION: Returned items must be new and unused, and in unworn condition. "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been altered in any way. We cannot accept a return of any item with any indication that it has been used.

In addition, returned items must be accompanied by their original documentation. Returning products may be required to be shipped to a different address other than the original shipping warehouse location.

Please use caution returning products. Make sure the items are packaged for safe shipment. Any concealed damage will be your responsibility. All items properly returned under this policy are eligible for a refund or a credit to their charge card. The refund will be credited to the same form of payment used for the original purchase.

Here is the simple process for returning an item:

  1. Contact our customer care team by e-mailing us at returns@POOL1.com to obtain a Return Merchandise Authorization (RMA) number. Once issued, the RMA number must be written the return-shipping label.

  2. Repack the product in its original packaging materials. Include all manuals and small parts.

  3. Affix a return-shipping label to the package, and do not include any other markings or text on the package. Ship your return prepaid and insured for the full purchase price by a traceable carrier such as United States Postal Service registered mail, United Postal Service (UPS), or Federal Express to the address listed below or another as directed by the RMA:

                        Attention: Returns Department RMA #____________
                        Swimming Pool Wholesale Warehouse
                        216 Dale Avenue
                        Shelbyville, TN 37160

If you are returning a product because it was defective or we shipped you an item that you did not order, we will pay the return-shipping costs. In no event will we be responsible for return-shipping losses.

Swimming Pool Wholesale Warehouse will not accept any item that is not returned in the manner set forth above. A return of some items in an order may void a multiple-purchase discount.

Any items returned not in saleable condition will be scrapped and not eligible for refund.

It takes us approximately five days to process your refund once the item is back in our possession; we will notify you of the status of your return by e-mail.

If you have any questions, please ask a customer service representative when you contact us for an RMA number

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See our other legal policies:

Cancellation Policy

Privacy Policy

Disclaimer

Warranty Policy

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        FREE DELIVERY Policy! on $100 order

 

Phone
931-684-5030
(NOTE: When talking to our sales personnel, all 2-way conversations are recorded for accuracy.)
International => 931-684-5030

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E-mail: info@pool1.com           or          fax (931) 685-4715

 

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