We strive to arm you with the knowledge, backed by our decades of experience in the pool supply industry, to enable you to purchase the right product for your pool system at the lowest possible price. Therefore, we have established the following return policy in order to continue to provide you with the lowest prices possible. This policy is both fair and consistent with ethical and standard practices.
Wrong Product Shipped:
If Pool Supply Unlimited ships you the wrong product by our mistake, please e-mail firstname.lastname@example.org or call (951) 602-5337. We will promptly refund you in full or exchange it for the right product if returned undamaged to Pool Supply Unlimited within 10 days from the date of your receipt of the merchandise. We will pay for the return shipping on any items that we've sent incorrectly. If the wrong product was ordered, the customer accepts responsibility and must request a RMA and pay to return the item. Pool Supply Unlimited takes pride in assisting customers over the phone, but ultimately we have no way of knowing your system or application thoroughly and it is the responsibility of the customer to check their system and equipment and call the manufacture if more technical assistance is needed. It is also the responsibility of the customer to check the receipt that is immediately emailed for any possible issues or errors so they can be corrected before the order is processed and shipped.
Products Damaged in transit/by freight carrier:
While it's unfortunate, products are damaged by the delivery carrier from time to time. 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. Please contact us so we can get you a replacement or find a solution for the damage to be repaired. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Once you have signed for the product and accepted delivery, the carrier and Pool Supply Unlimited are no longer responsible and the product is yours. Your signature is acknowledgement that your order is free of damage.
Products That Do Not Qualify For an RMA (Returned Merchandise Authorization):
Some products will not qualify for return to Pool Supply Unlimited. Any product that has been installed and/or used cannot be returned unless Pool Supply Unlimited has received PRIOR consent from the product's manufacture. Each case will be handled one by one in this instance. As it is not possible for Pool Supply Unlimited to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturers directly to determine that the product will be suitable in their environment, if in doubt.
Special Order items from the Factory/Manufacturer:
Special order items often times are non-returnable. In some instances special order items may be returned to the manufacture but re-stocking fees and shipping charges will be incurred. Any re-stocking fees and shipping charges will be deducted from the refund amount issued by Pool Supply Unlimited. All returned items require an RMA prior to being sent back.
Once our warehouse receives and verifies that the item is in new and saleable condition, refund will be processed. This process is usually complete within 3 business days of its arrival back to us. We will then issue a refund to your credit card or PayPal account for the product price, minus the restocking fee (if applicable). If your credit card has expired, we will process a refund check. Refund checks are valid for 60 days from refund processing date. Shipping and handling charges will not be refunded. Once complete, we will email a receipt to you with the refund details.
Restocking / Processing Fees:
If returned product is a normally stocked item and can be sold as new, no re-stocking fee will be deducted from credit, in most cases. If returned product was a special order or a drop-ship from Manufacturer, up to a 25% re-stock fee will be deducted from credit. This is the fee charged to us, and must be passed on to the consumer. ALL returns and cancellations are subject to a re-stock or processing fee.
Responsibility for Return Shipping Costs:
Customer is responsible for
paying return shipping costs.
General Information Regarding Returns:
Why Request an RMA?
Product returns are subject to the authorization of Pool Supply Unlimited and/or the manufacturer of the product. If a package is returned without an RMA there is no way to know what product is being returned or whom to credit back. Therefore any package returned without an RMA number on the shipping label will be refused. You, the buyer, will be responsible for return shipping, unless we have shipped a product other than that which was expressly ordered by you. If Pool Supply Unlimited provides the label it should already have the RMA number on it.
Requesting an RMA:
Please request an RMA here: poolsupplyunlimited.poolreturns.com using your email address and order number. We will then issue a RMA number which you can write on the return shipping label prior to returning the product(s). When authorized by Pool Supply Unlimited, returned merchandise must be received within 30 days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyer. A signed RMA also must be faxed or e-mailed prior to shipping the product back. Your account will be credited the full amount of the returned item less any applicable charges.
We reserve the right to charge up to a 25% processing and re-stocking fee ($10 minimum). We also reserve the right to provide a return shipping label and deduct the shipping cost from your refund.
We reserve the right to charge a 20% processing and re-stocking fee ($20 minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA. Products that would not have qualified will not be credited.