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Poolcenter.com will accept returns on most* items within
30 days of delivery date. Returned items must be in new, and unused
condition - containing all parts, documents, and be packed properly
in its original condition box. Return shipping cost is paid by the
customer.
If we sent you an item different than what is on your
order confirmation, or if there has been shipping damage, we will
pay to return the item to us, and process another shipment using
the same shipping service. Poolcenter.com must be notified within 7
days of the delivery date of shipping damage or shipping mistakes.
If this applies to you, please click here to begin the return
process.
*No Return The following items are not returnable: custom ordered
items, special ordered items, installed or used equipment, pool cleaners,
electronic items and parts, pool pumps and/or motors, pool covers,
solar blankets, pool liners, pool chemicals, pool alarms, pool
paint, inflatable vinyl items, and gift certificates.
Damaged items Items received as damaged in transit are submitted to
the shipper for a claim. Damage occurring after receiving the item
or installing the item is not covered. The first step in beginning
a damaged item claim is to send a digital photo of the damage (for
defective items refer below) to us to pictures@poolcenter.com. When
your pictures are received (please take many digital photos and
attach them to the email) we will contact you for more information.
In most cases, the shipper will arrange a site visit to inspect the
damaged item, please allow up to 7 days. Keep the original
packaging and box in the condition received.
Defective items Items received as defective are presented
to the manufacturer of the item. The first step in beginning a
defective item is to send a digital photo of the defect (for
damaged items refer above) to us to pictures@poolcenter.com. When
your pictures are received (please take many digital photos and
attach them to the email) we will contact you for more information.
The manufacturer will need a copy of your Poolcenter.com sales
receipt and they may arrange repair or replacement for you, as per
the terms of their warranty details. We are happy to help assist
you in your warranty claim with the manufacturer, but please
remember that a warranty is provided by the manufacturer,
Poolcenter.com does not provide the warranty for the items we
sell.
Exchanges To make an exchange, please place a second order for
the correct item, and return the incorrectly ordered item to us.
When we receive/process the incorrectly ordered item(s), we will
credit the purchase price on the original incorrect order.
Refunds Refunds can only be made to the original purchaser on
the order. Paypal refunds are made to the same paypal address used
on the order. Refunds may be subject to a 20% fee
(min. $5).
Truck Line Shipping
Please inspect your packages upon receipt for concealed damage.
Items shipping Truckline to you
which require a signature must be inspected thoroughly before
signing off on them. By signing the bill of lading you are
certifying that all items are in good condition. After signing,
there is no recourse for damages, even concealed damage. Truck Line
shipped items include large pumps, filters, or equipment packages,
stairs, large steps, pool heaters, pools and pool slides, among
other items.
Warranties Warranty claims for defective items are presented to
the manufacturer of the item. Please contact the manufacturer
directly for assistance with making a warranty claim. They need a
copy of your Poolcenter.com sales receipt and they may arrange
repair or replacement for you, as per the terms of their warranty
details. If we can help you in any way in making your warranty
claim, please let us know.
Cancellations To cancel an order you must call us toll-free at
877-766-5287 during normal business hours (EST). Orders
may
not be cancelled via email. Orders must be cancelled
before the item has shipped. If your order is already in the
"picking" stage in one of our massive warehouses, it may be
impossible to locate and prevent shipment. If your order has
already shipped, please refer to the information above on
requesting a return.
Package Refusals Any refused packages will be charged a
$11.00 FedEx or UPS refusal fee as well as any shipping charges
acquired.
Our Product Support department exists to help our
customers without cost to them. Because they are not at your pool,
and often have sparse information regarding age, application,
installation and numerous other factors, we cannot be responsible
for advising incorrectly on which item to purchase, by email or by
phone.
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