Home Returns Policy

Returns Policy

Merchandise Returns:
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 sales@poolsupplyunlimited.com 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.  

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.

Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. If you need the number of a manufacturer, please email us and we will forward that information to you promptly.

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.

Return Window:

Order must be less than 90 days old in order to be returnable.  Return window starts at the date of receipt of order. Return Merchandise Authorization (RMA) must be requested within this 90-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, 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:

We hope you can understand that unlike many of our competitors, we do not sell used or refurbished items, and therefore returned products that are used and/or installed cannot be re-sold. Occasionally manufacturers will guarantee (not to be confused with warranty) their products and we will honor their guarantee, provided you follow their procedure for returning the product.

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.

RMA 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.

Refusal Charges:  
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.

Products Believed To Be Defective or Incompatible:
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. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system.
 
If you need the number of a manufacturer that is not yet on our links page, please email us and we will forward that information to you promptly.  In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer directly for resolution before attempting to return the product in question. Most manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly, and if not, will take steps to see that any defect is handled quickly.
 
Products Shipped By Freight Carrier:
Returns, defective or otherwise, which were originally shipped by freight truck line (non FedEx, DHL, UPS or USPS) must also be returned via freight truck at customer's expense.  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:
Nearly all products sold by Pool Supply Unlimited carry a manufacturer warranty. If you feel you have a defective product, please refer to the warranty information packaged with your product. Please contact us by email if you require assistance at sales@poolsupplyunlimited.com.
 
Pool Supply Unlimited does not express or imply any warranties. All warranties are the responsibility of the manufacturer. Pool Supply Unlimited expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell. 
 
These criteria apply to warranties for most manufacturers and most products:
  • Most manufacturer warranties clearly express that warranty applies to defects in material and/or workmanship only, and cover only the replacement of defective or missing parts. Any damage that occurs to a product after it has shipped from the factory is not the manufacturer’s responsibility and is not covered under warranty unless caused by defects in material or workmanship.
  • Labor is not included in most warranties, nor do manufacturers accept responsibility for loss of time, inconvenience, incidental expenses or material charges.
  • Any shipping charges incurred in the execution of a warranty claim are the responsibility of the owner.
  • Warranties typically extend to the original retail owner only and are not transferable.
  • Warranty period begins on date of purchase or installation, if it can be proven with an invoice or proof of purchase.
  • For products that were shipped internationally, warranties are usually only valid if the manufacturer has a presence in the country where the products were shipped.  
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Pool Supply Unlimited is an e-commerce company that loves water. We love to pump it, filter it, heat it, chlorinate it, light it up and stare at it while we're barbequing a fat, juicy steak. There are real pool professionals working here. Our guys have seen thousands of pools in their careers, no exaggeration. We are based in Southern California and can land most products to your door (within the 48 contiguous states) in less than a week.
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